Communication

With mastery of this domain, a learner will be able to effectively communicate via telehealth. This includes elements of professionalism, relationship development, and knowledge transfer. Certain maneuvers can recreate natural cues used in in-person communication, such as maintaining eye contact, expressing empathy, and incorporating third party individuals (i.e. family members, interpreter services). The patient is unable to visualize the provider's actions, making clear communication all the more essential.

Enhancing Your Webside Manner: Optimizing Opportunities for Relationship-Centered Care in Virtual Visits

This peer-reviewed publication discusses the importance of effective communication and empathy in virtual medical visits during the COVID-19 pandemic, introduces the R.E.D.E. Model for relationship-centered care, and provides insights on building relationships virtually, stressing the need for strong communication skills in virtual healthcare to ensure quality care and patient satisfaction (section to highlight is Figure 2).

Source: Modic MB, Neuendorf K, Windover AK (2020)

Video Visits: Beyond Simple Cases

This video series highlights fundamentals of communication via telehealth, including basics of webside manner, strengths and limitations of communication in the virtual visit, diagnostic accuracy, use of telehealth for patients with hearing impairment, and more (sections to highlight are videos 3-5).

Source: Greengold J, Dlhosh S (2021)

Optimizing Telehealth and Communication Amid COVID-19

This peer-reviewed publication addresses the communication challenges faced by older adults and suggests strategies to improve hearing access during virtual sessions. It also highlights the need for a feedback process to ensure accommodations and barriers are continually addressed (section to highlight is Table 1).

Source: Weinstein BE (2020)

Development of the Teaching Interpersonal Skills for Telehealth Checklist

This peer-reviewed publication introduces the Teaching Interpersonal Skills for Telehealth checklist (TIPS-TC) for evaluating clinician competence in telehealth communication, and provides a structured approach to assessing and tailoring learning activities for clinicians in telehealth settings (section to highlight is Table 2).

Source: Henry BW, Billingsly D, Block DE, Ehrmann J (2022)

Developing Digital Empathy and The Virtual Physical Exam

This video emphasizes the significance of establishing human connections in virtual healthcare interactions and discusses strategies for enhancing digital empathy. It also stresses the need for telehealth literacy, tech navigators, and a patient-centric approach to foster effective communication (sections to highlight are 7:00-17:00, 30:00-40:00).

Source: Sakumoto M, Krug S (2022)

Advanced Communication and Examination Skills in Telemedicine: A Structured Simulation-Based Course for Medical Students

This peer-reviewed publication highlights the development of a training module aimed at teaching healthcare providers how to deliver professional, compassionate, and proficient care during telemedicine encounters, with a strong emphasis on communication. The module utilizes a simulation-based approach, incorporating the PEARLS debriefing framework to cultivate webside manner (sections to highlight are the appendices).

Source: Mulcare M, Naik N, Greenwald P, et al. (2020)

Standardizing Quality of Virtual Urgent Care: Using Standardized Patients in a Unique Experiential Onboarding Program

This peer-reviewed publication introduces a workplace-based experiential onboarding program designed to train virtual urgent care physicians in essential communication skills for telehealth, underscoring the importance of standardized training in telehealth and identifying specific areas where communication skills in virtual care can be enhanced (section to highlight is Table 1).

Source: Sartori DJ, Lakdawala V, Levitt HB, et al. (2022)

Healthcare Technology and the Human Connection

This video underscores the importance of maintaining the human experience via telehealth; emphasizes the need to understand patients' needs, values, and preferences and integrate them into care design; and highlights the role of empathy and human connection in telehealth, suggesting innovative approaches to enhance patient engagement and improve patient experience (sections to highlight are 10:00-22:00).

Source: Boissy A (2021)

Implementing a Telemedicine Curriculum for Internal Medicine Residents During a Pandemic: the Cleveland Clinic Experience

This peer-reviewed publication discusses the implementation of a telehealth curriculum for internal medicine residents, focusing on enhancing communication (section to highlight is Supplement 1).

Source: Savage DJ, Gutierrez O, Montané BE, et al. (2022)

Oregon Community Health Information Network Webside Manner Guide

This quick reference guideline outlines how to maintain effective "webside manner," emphasizing the importance of non-verbal cues, proper technical setup, and clear communication to build rapport with patients during virtual visits.

Source: California Telehealth Resource Center and OCHIN (2021)