t’s easy to jump to the technology when talking about virtual care, but really, it begins with the same one-to-one clinician-patient connection.

I’ve been providing virtual urgent care at Redstone Health Center since 2016. Initially, it was challenging, but as as a group, we learned how to handle medical issues virtually. 

Today, providers don’t have the luxury to learn over time. But analog and virtual visits share a common theme: we use good clinical reasoning, whether we treat someone virtually or they come in physically, and regardless of the technical connection, we connect with the human first. 

 Here’s what I’ve learned practicing virtual care.

Virtual requires deliberate communication

Tone matters

I’ve thought a lot about how the way I communicate can show patients that I care. In an in-person clinic, I keep track of my body position relative to the patient. I give patients a supportive pat on the shoulder to let them know I’m concerned. Bedside manner is just as important on a virtual visit, but it has to be communicated differently. I focus more on my tone of voice. I try not to sound rushed. I try to keep my voice even and calm.

Motions and voice are more exaggerated

I make my motions and voices more exaggerated because I worry some of the more subtle nods and reflections of in-person communication will get lost, especially if there is a poor internet connection. Instead of just saying "mm-hmm," I nod my head and speak up louder. I want patients to know I'm not disinterested.

Positively acknowledge the wait time

I’ve also changed the way I communicate wait times with patients. In an in-person clinic, they can see that we’re busy because of the line. When I see a patient virtually, I already know they have been waiting, but it’s different to wait at home than in a clinic waiting room. They’re just waiting blindly when they wait for us virtually. This only adds to the heightened anxiety patients are currently experiencing. And the volume of patients now waiting to be seen can mean wait times that extend for hours.   

Instead of saying “Sorry” I say “Thank you for your patience. I really appreciate that you waited for us.” This simple reframing helps to start out positive.

I used to say “I’m sorry for the wait,” or “Sorry for taking too long.” But now, I’ve learned to turn the words around. Instead of saying “Sorry” I say “Thank you for your patience. I really appreciate that you waited for us.” This simple reframing helps to start out positive.

“Can you hear me now?” – tackling the technology

Technical challenges abound in this brave new world—crisis patient loads can result in wait times that extend for hours. Poor and dropped connections can render even the best platforms useless. But we still have to connect.

Here are some quick tips and direct links to resources available to help: 

Learn the platform

InTouch is the platform used by University of Utah Health for telehealth. Access the online training here. 

A growing list of COVID-19 Frequently Asked Questions is accessible here.

Before you begin basics

• Ensure a HIPAA compliant environment. It is important to have a secure surrounding so that others nearby cannot hear the virtual visit. 

• Speak at a comfortable volume that the patient can hear you but cannot be heard by others. Do not conduct the visit in a public space where other people will be or can potentially pass through.

• Avoid distractions during visit (doorbells, phones, children, pets, etc.).

• Dress appropriately (similar to coming to your health clinic in person).

• Avoid sitting near or in front of a window or bright light.

• To ensure that you have proper bandwidth for your virtual visit avoid using other devices that use network services like Netflix, Amazon Prime, Xbox, or other online resources.

• Mute background noises like TVs & music.

Need help? Here’s who to contact

• The Telemedicine support line is available 24/7 to answer your questions: 801-587-1922

• For additional training, start with the Super User in your division. 

• No Super User in your division? Contact the Outreach and Network Development Team (ONDT) operations support line 801-213-0794 (during standard business hours) or email: ONDToperations@hsc.utah.edu.