Virtual healthcare is a crucial and growing part of the healthcare industry. Patients appreciate the flexibility and convenience of being able to attend appointments from home or on the go, and providers like being able to assess and care for patients without potentially exposing them or others to germs or viruses.
Despite its popularity, some patients may need more information about how these appointments work. They may also feel nervous about the level of care they will receive compared to traditional in-person visits. Here are five tips for providing an excellent virtual healthcare experience to help your patients feel comfortable.
Advertise your services effectively
The first step is to let patients know what virtual healthcare options are available. Sending a custom postcard with a menu of your services makes it easy for patients to see what will work best for them. Consider offering alternative methods, like an app, for patients to book appointments, complete paperwork and submit insurance information. Be sure to share that info as well.
Sending handy healthcare giveaways, like a bandage dispenser printed with your logo and website or a hot/cold pack with your app’s name, is a great way to announce your virtual services and remain top of mind with your patients.
Provide technology training for staff
To provide excellent care, staff must feel confident with the technology required to do virtual visits. Ensure that staff’s devices have been tested for glitches, have the latest software updates and are fully charged. Keep in mind that staff members may have varying skill levels with different technology platforms, so offer classes for anyone who needs to brush up on how to use a particular website or app. Record short tutorial videos and post them internally so staff can use them as needed.
Select the right space for virtual appointments
It’s helpful for staff to have access to a private, quiet location to conduct virtual healthcare visits. Designate an exam room or office as the “virtual patient room” to minimize distractions. Consider things like the lighting, background and sound quality when choosing your space. Rooms that are too dark, have a busy background or have an echo will result in poor audio and video quality.
Prepare for virtual visits in advance
Training staff to anticipate the unique challenges that can come with virtual healthcare consultations can help avoid problems. First, be prepared to handle technology questions, including data privacy, efficiency of virtual diagnostics and basic questions about how to share a screen.
In a virtual setting, communication is key. After all, an internet outage or brief frozen screen could lead to missed information. Have additional resources, like helpful links or tutorial videos, ready to share in case of problems. These tools can also be used after the appointment if the patient wants additional information.
Show patience and extend grace
Let’s face it: technology can be tricky, even under ideal circumstances. And your patients may not be up on the latest technology trends. Be patient with them and your staff. Remind staff that problems happen and give them the training to know what to do if issues arise. You may want to include some wiggle room on the calendar when scheduling virtual visits to ensure that patients have plenty of time to voice their concerns.
After the appointment, send a healthcare giveaway, like a three-piece tech kit, a webcam cover with video light or a monitor and keyboard cleaner, to show you care.
Build excellent patient relationships with convenient virtual healthcare
With effective advertising, thorough training and thoughtful preparation, providers can deliver quality healthcare online, and patients will appreciate the convenience and consideration that you put into their care.