Best practices for providers

Based on our experience since the outbreak of COVID 19, here are 10 suggestions for medical professionals who are providing virtual health care services:

Speedy connection: Make sure your service providers have fast internet connections to interact with the users. Nothing can be more frustrating than discussing confidential information with a user, and the service cuts out!
Proven platform: Choose a trusted virtual service provider to interact with your clients. Proven platforms offer more reliable networks and data security measures that will protect you in the long run.
Retain professionalism: Maintaining professionalism with clients of your service is essential. This includes only communicating through the agreed application channels. Avoiding texting or messaging clients through other social media apps is recommended.
No distractions: If video is included in the virtual interaction, make sure the caregiver's environment has no personal items in view or other distractions (family members, pets, etc.) and they are dressed professionally.
Lag time: Delays can occur even with the best virtual video platforms. Keep this in mind when speaking with users. A good rule is to wait 2 seconds before speaking to ensure the user is finished with their sentence.
In-depth screening application: These are critical prior to service for capturing as much information as possible about a patient's health. Since many of these interactions are with first-time users, the provider lacks the patient history and rapport that develops through regular in-person visits.
Informed consent: Securing patient consent ahead of a visit is often a requirement – and a best practice for telemedicine regardless of your location. Tell patients their rights, explain what the telemedicine process entails, and educate them on their responsibilities.
Verbal and non-verbal cues: These are important to show the user you are listening. With a virtual app, we don't have as many visual clues of a patient's status, so it is important to help them feel that they are being heard and understood.
Red flags: Have a list of conditions that should not be evaluated through a virtual consultation. If a patient is exhibiting chest pains, shortness of breath, fainting, etc., those individuals should be directed to go to the ER or see their doctor in-person.
Follow-up can be critical: If there are post-appointment follow-up needs, make sure the patient has a clear understanding of the next steps to alleviate any confusion about follow-up activity.

Risk awareness

Given the exponential growth in the industry, it can be hard for digital health businesses to have a 360° view of risks that they face. Some businesses have decades of expertise in health care and have found themselves pivoting into the virtual world.

Special Reports /

Managing virtual health care risks in the digital health revolution

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