How can you keep patients engaged in virtual care?

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Virtual care, also known as telehealth or telemedicine, is a way of delivering health services remotely using technology. It can be a convenient and cost-effective option for both patients and providers, especially during the COVID-19 pandemic. However, virtual care also poses some challenges for maintaining patient engagement and retention, which are essential for quality care and practice growth. How can you keep patients engaged in virtual care? Here are some tips to help you.

本文章的要点总结

Empower with technology:

Equip patients with tools that track and manage their health, giving them a sense of control and real-time feedback. This empowerment boosts engagement as they witness the impact of their actions.
Multisensory learning:

Combine verbal instructions with visual aids like pictures and videos during virtual visits. This approach caters to all learning styles, enhancing understanding and retention, thus keeping patients actively involved.

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1 Communicate clearly and frequently

Communication is key for any successful relationship, and virtual care is no exception. You need to communicate clearly and frequently with your patients before, during, and after each virtual visit. This means setting clear expectations, providing instructions, confirming appointments, sending reminders, following up, and soliciting feedback. You can use various channels, such as phone, email, text, or secure messaging, to communicate with your patients, depending on their preferences and needs. Make sure you use simple and respectful language, avoid jargon, and address any questions or concerns your patients may have.

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Nara Moripen

Redefining Palliative Care at Pal
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In my experience, it is also important to clearly communicate to your patients how they will benefit from actively engaging with any virtual care tools you provide them with. Whether that is more personalized attention, shorter waiting times, or other benefits, when patients are aware of the value for them they are more likely to positively engage.

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Treta Purohit

Medical Director @ Oshi Health | San Jose Gastroenterology
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High frequency touch points by providers, care team coordinators and the clinical team are vital to virtual care and a value based approach.

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Dr. Kanwarpal Singh Selhi

Finance | Healthcare
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Communication is the key, -Summarise in easy language -Avoid use of acronyms -Set a frequency of communication & follow it -create engaging content -Be responsive -Take Feedback

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2 Use reliable and user-friendly technology

Technology is the backbone of virtual care, so you need to make sure it is reliable and user-friendly for both you and your patients. You should use a secure and compliant platform that protects your patients' privacy and data, and that meets the standards and regulations of your profession and jurisdiction. You should also use a platform that is easy to access, navigate, and troubleshoot, and that offers features such as video, audio, chat, screen sharing, and file sharing. You should test your technology before each visit, and provide technical support and guidance to your patients if they encounter any issues.

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Agil M.

PMO Influencer | Culture Builder | Agile | Engineering Ops | Product Management | Process Enhancer
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What I have found helpful is using technology as the wingman for the patients which educates and empower them about their condition and how to have it under their control. Human tendency is to be more engaged when you have things under control and you see real time feedback based on the changes you make in daily life.

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3 Build rapport and trust

Building rapport and trust with your patients is essential for establishing a long-term relationship and improving outcomes, yet it can be more difficult to do in virtual care due to the absence of non-verbal cues and physical contact. However, there are still some strategies you can use to build rapport and trust, such as introducing yourself, smiling, making eye contact, listening actively and empathically, and asking open-ended questions. Additionally, validating your patients' emotions and experiences, expressing empathy and compassion, explaining your diagnosis and treatment plan while involving them in decision making, summarizing the key points and next steps, and asking for confirmation and feedback are all important elements for building rapport and trust in virtual care.

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Katie Murphy Lawrence, MHA CMPE CMOM

Elevating Leadership to Increase What's Possible in Healthcare Operations ?? Solving Complex Problems with Greater Ease ?? Doctoral Studies: Leadership + Organizational Psychology ?? Conference + Event Speaker ??
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Eye contact matters whether you are in person or interacting virtually. This can be more difficult through a device, but it's not impossible. Look at the camera... not at the person on your screen. If possible, arrange your screen so that their eyes are pretty close to the camera... that will make it easier for you. But regardless of where their face is, you have to look at the camera for them to feel that you are making eye contact. Other ways to build rapport and trust include: - repeating back what they said and confirming that you've heard correctly - express empathy and understanding. What's true for them is true for them, even if you don't fully understand it. - explain clearly. And ask them what questions they have.

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4 Provide education and support

In order to keep patients engaged and motivated in virtual care, providing education and support is key. Visual aids such as charts, diagrams, or videos can be used to explain complex concepts or demonstrate exercises. Additionally, sharing relevant and credible information like articles, blogs, podcasts, or webinars can help educate patients about their condition or treatment. Recommendations of apps, websites, or online communities for your patients to access self-help tools, track progress, or connect with others can be beneficial. Additionally, following up with patients regularly and monitoring their adherence, satisfaction, and outcomes is important. Lastly, encourage your patients to ask questions, raise concerns, or share feedback - and be sure to respond promptly and appropriately.

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Katie Murphy Lawrence, MHA CMPE CMOM

Elevating Leadership to Increase What's Possible in Healthcare Operations ?? Solving Complex Problems with Greater Ease ?? Doctoral Studies: Leadership + Organizational Psychology ?? Conference + Event Speaker ??
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Most people learn best when there are a few ways for them to receive the information. It's not the some people are visual learners and others are auditory learners... all people learn better when they receive the information through multiple senses. Providing more than just a verbal description is best. Use pictures or images. Integrate video if possible. You may be able to share your screen since you are using a video platform for the visit. Otherwise, direct them to websites or other resources that they can review later.

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5 Personalize and customize

Personalizing and customizing your virtual care services is an effective way to keep your patients engaged and satisfied. Start by asking them about their goals, preferences, and expectations, so you can tailor your approach accordingly. Additionally, you should acknowledge and address their unique needs, challenges, and barriers; incorporate their interests, hobbies, or values into your interactions or interventions; show appreciation and recognition for their achievements; and offer incentives, rewards, or discounts to encourage them to continue or refer your services. Virtual care can be a great way to provide quality care and grow your practice if you keep your patients engaged and loyal. By following these tips, you can create a positive and productive virtual care experience for your patients while building a lasting relationship with them.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you keep patients engaged in virtual care?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Use reliable and user-friendly technology

3 Build rapport and trust

4 Provide education and support

5 Personalize and customize

6 Here’s what else to consider

Practice Management

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How can you keep patients engaged in virtual care?

1

2

3

4

5

6

1 Communicate clearly and frequently

2 Use reliable and user-friendly technology

3 Build rapport and trust

4 Provide education and support

5 Personalize and customize

6 Here’s what else to consider

Practice Management

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