With
telemedicine
becoming essential in light of the COVID-19 pandemic, doctors are quickly adapting to treating patients through a screen versus in person. While some physicians find it frustrating and awkward, others are conquering the technology with fluidity and ease.
And now that the telemedicine “genie” is out of the bottle, putting it back in will be difficult. Patients love avoiding trips to crowded hospitals or offices. So as a medical professional, if you fall within the group that isn’t comfortable with it yet, let’s look at some ways to enhance your screenside manners.
Dr. Carrie L. Morris is an oculofacial plastic surgeon in Southlake, Texas, and has been using
telemedicine
for years. With patients in other states, asking them to travel many miles for a follow-up appointment is not only difficult, but it can expose them to unnecessary risks. And by using telemedicine for consultations or follow-up appointments, Dr. Morris is able to free up time and space for more urgent medical situations. It’s a win-win.
We chatted with Dr. Morris for some insight into her telemedicine best practices. These same concepts apply to designated medical officers (DMO) in remote locations to make sure your sessions run smoothly.
Prep Your Space
Dr. Morris says the first thing you should do is make sure you are familiar with the technology. Perform at least one trial run prior to talking to a patient.
Make sure the lighting in the room is good; don’t sit in front of a bright window because patients won’t be able to see your face. You don’t want to be too close or too far away from the camera. Arm’s length is a good guide.
Also, find a quiet space. Dogs barking in the background or a train whistling past outside can interfere with audio. This is especially important for a DMO in a loud work environment; it might be hard to find a completely quiet room, but do the best you can.
If you’re using your cellular phone, invest in a small tripod. They’re fairly inexpensive and will provide stability. Position your phone at eye level, just as if you’re talking to someone.
Also, make sure your equipment and
telemedicine kit
(if you are using one) is fully charged and keep power cords nearby in case your battery runs low.
Before Starting the Exam
Prior to the appointment, Dr. Morris sends a standard email to her patients with explicit instructions on how to use the technology and what they need to have before the appointment begins. Think of this email as your technology coach; it will ensure you both have everything you need prior to the appointment.
Also, Dr. Morris says don’t fret about older patients – if they have grandkids, they’ve probably already used FaceTime. She recently had an online consultation with an 85-year-old patient that went beautifully.
Starting the Virtual Consultation
This is when Dr. Morris hones in on her “screenside manners.” She always makes sure to spend the first minute chatting with the patient, getting to know them a little, ensuring the patient feels at ease and is comfortable. Look at your screen or camera – not at your own video – to make it seem like you’re making eye contact with the patient.
For a DMO, make sure the patient is calm and as relaxed as possible. Spend a few minutes explaining what will happen on the call, how you plan to use the
telemedicine kit
and next steps.
Have the Patient Mimic You
If you need the patient to make adjustments to how they're holding the phone, show don’t tell. “I’ve found that if I say, ‘Hold your phone like I am,’ then patients are much more responsive,” Dr. Morris says. “Also, I can show them how to do things. Like when I want to test elasticity, I can use my two fingers to pull down my lid to demonstrate how to do that.”
Ask Patients to Email Photos
Dr. Morris says that sometimes she’s not able to get a good look at something through the video screen, so she’ll have patients email her photos. “I’ll give them very explicit instructions of what I need and sometimes you just have to get creative,” Dr. Morris explains. “But anything I can’t get a good look at on the phone, I can usually get with a photo.”
A DMO might want to have photos ready before the exam begins.
Signing Off
Be sure to ask patients if they have any more questions before signing off and be clear about next steps.
Dr. Morris is a big advocate of telemedicine and has been championing it for years. Not only does it simplify her workflow, virtual consultations allow patients to stay in the comforts of their home. Or, the patient might have a hard time getting off work, especially if they’ve just returned to their job after shelter-in-place mandates.
Telemedicine
offers much needed flexibility to patients. Perhaps more importantly, telemedicine has helped her free up office space and time for those patients who need it more urgently.
