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Navigating the Virtual Frontier: Communication Strategies for Optimal Virtual Care
providers should refer to affected patients as patients with a given condition, such as a patient with neonatal abstinence disorder, a substance use disorder, a mental health condition, dwarfism, or Down’s Syndrome. Other terms describing patients, such as “non-compliant,” imply patient blame without considering the patient’s context or circumstances. “Challenging to engage in treatment” or “concordance” are better alternatives. When speaking about colleagues, the term “mid-level” is demeaning and diminishes the important roles of providers, such as advanced practice registered nurses (APRNs) and physician assistants (PAs). It is more appropriate to use their specific titles to accurately reflect their training and affirm their status as skilled healthcare professionals. Conclusion It is crucial for clinicians to understand the evolving social lexicon in order to establish and maintain dynamic and trusting relationships with their patients. We must acknowledge that even well-intentioned individuals may inadvertently use outdated or inappropriate language. When this happens, actively listening, considering the other person’s perspective, and utilizing their preferences in conversation can foster effective communication with patients and providers alike.
Maxwell Baker Rafael Ortega
Learning Objectives 1. Identify the key principles for effective virtual communication in healthcare, including techniques for building rapport, adapting communication strategies, and managing communication challenges in virtual settings. 2. Understand the importance of privacy, confidentiality, and security in virtual communication, and demonstrate knowledge of ethical and legal guidelines for safeguarding patient information. 3. Explore emerging technologies and innovations in virtual communication, and assess their potential impact on healthcare delivery, patient outcomes, and future trends in virtual care.
Suggested Reading 1
Marrast, L. M., Zallman, L., Woolhandler, S., Bor, D. H.,
McCormick, D. (2014). Minority physicians’ role in the care of underserved patients: diversifying the physician workforce may be key in addressing health disparities. JAMA Intern Med, 174(2), 289-291. doi:10.1001/ jamainternmed.2013.12756 2 Hughto, J. M. W., Gunn, H. A., Rood, B. A., Pantalone, D. W. (2020). Social and medical gender affirmation experiences are inversely associated with mental health problems in a U.S. non-probability sample of transgender adults. Arch Sex Behav, 49(7), 2635-2647. doi:10.1007/s10508- 020-01655-5 3 Deutsch, M. B., Buchholz, D. (2015). Electronic health records and transgender patients--practical recommendations for the collection of gender identity data. J Gen Intern Med, 30(6), 843-847. doi:10.1007/ s11606-014-3148-7 4 Cerdeña, J. P., Plaisime, M. V., Tsai, J. (2020). From race-based to race- conscious medicine: How anti-racist uprisings call us to act. Lancet, 396(10257), 1125-1128. doi:10.1016/ S0140-6736(20)32076-6 5 Noe-Bustamante, L., Mora, L., & Lopez, M. H. (2020). About one- in-four US Hispanics have heard of Latinx, but just 3% use it. Pew Research Center. Retrieved June 7, 2023, from https://www.pewresearch. org/hispanic/2020/08/11/about-one- in-four-u-s-hispanics-have-heard-of- latinx-but-just-3-use-it/
Introduction Communication plays a crucial role in healthcare, enabling effective patient-provider interactions, shared decision making, and the delivery of high-quality care. With the advent of virtual and telehealth settings, communication has taken on a new dimension, requiring healthcare professionals to adapt their skills and strategies to ensure effective and meaningful connections with patients. In this chapter, we will explore the importance of communication in virtual and telehealth settings and provide practical insights and guidance on how to optimize communication for improved patient outcomes and satisfaction. Characteristics of Virtual and Telehealth Communication Virtual and telehealth communication brings forth a distinct set of features and limitations that shape the way patient-provider interactions occur. The shift to telehealth has been driven by advancements in technology, enabling healthcare professionals to connect with patients remotely. Virtual communication allows for real-time audio
and video interactions, bridging the physical distance between providers and patients. It offers convenience and accessibility, especially for individuals in remote areas or those with limited mobility. However, virtual communication also presents certain limitations, such as the inability to perform physical examinations or rely on tactile cues for diagnosis. The absence of face-to-face contact and physical presence may impact the establishment of rapport and trust, requiring healthcare professionals to adapt their communication skills to compensate for the lack of nonverbal cues. Understanding these unique features and limitations is essential for healthcare professionals to effectively navigate virtual and telehealth encounters and provide optimal care to patients. Building Rapport in Virtual and Telehealth Encounters Establishing trust and rapport is a fundamental aspect of any patient-provider relationship, and it becomes even more crucial in virtual and telehealth encounters where physical presence is absent. Without the ability to rely on
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