It’s no secret that the US is facing a mental health crisis. An American Psychological Association (APA) report states adults ages 18 to 34 reported the highest rate of mental illnesses at 50% in 2023. Another study revealed that even though half of the participants reported symptoms of anxiety or depression, only 10% said their mental health needs weren’t being met. 

This is where telehealth can make all the difference. 

This service is revolutionizing behavioral health by making it easier for patients to get the care they need in ways that make sense to them. But how can mental health professionals ensure these virtual interactions foster genuine, personal connections with their patients?  

Below, we created a comprehensive guide to help mental health providers understand why developing relationships with patients matters and how to achieve these strong connections through telehealth best practices. 

Why Building Connections with Mental Health Patients Matter 

The Substance Abuse and Mental Health Services Administration (SAMHSA) believes telehealth, also referred to as “telemental” health, provides increased access for mental health patients to screening, treatment, crisis support, and medication management. For these reasons and others, the demand for telemental health continues to rise.  

In fact, the Journal of American Medical Association (JAMA) showed a rapid growth in telehealth services for mental health care, from 39.4% in 2019 to 88.1% in 2022. With the increased need for this platform, building connections with patients is more important than ever for behavioral health providers. Here’s why: 

• Builds trust: Trust is vital for vulnerable patients to feel comfortable sharing their thoughts and feelings. 
• Reduces health disparities: One study found that positive virtual behavioral health services are helping to reduce mental health care disparities, particularly among rural and at-risk populations. 
• Fosters communication: Patients who feel connected to their providers are more likely to stick to their treatment plans. 
• Improves outcomes: Strong patient-provider relationships have been linked to better mental health outcomes. A study revealed that positive telehealth experiences are as effective for mental health patients in producing the same outcomes as in-person care. Some results include a reduction in depression and panic symptoms, reduced hospitalization, and high satisfaction. 

Tips for Creating Lasting Patient Bonds  

Humanizing the telehealth experience is easier than you think. Below, we’ve outlined easy and actionable ways you can start making lasting connections with your mental health patients. 

Design a Comfortable Environment and Use Secure Messaging 

A warm, professional, and welcoming telemental environment can make a world of difference for patients. Good lighting and a quiet space free from noise, such as traffic, will help them feel more comfortable. Also, check in on your patients between appointments. This simple gesture can make a big impact.  

Using secure messaging features makes this process easier for providers and makes patients feel safer. DrChrono, a cloud-based integrated electronic health record (EHR), offers a HIPAA-compliant telehealth platform that safely allows patients to schedule appointments online, pay for the visit, and conduct secure messaging if questions come up.  

Patients can also request and take a video visit from their desktop, iPhone or iPad. This feature makes this process simple – things patients really appreciate. 

Use Active Listening Practices 

Active listening is crucial in any provider setting, but it’s especially important in a virtual environment where non-verbal cues may be harder to detect. First, make sure your face is well-lit so patients can see you, and maintain eye contact so they feel seen and heard. 

Another reason active listening matters? It helps mental health professionals understand their patients’ feelings and concerns, leading to more accurate diagnoses and better treatment decisions. It also builds a bridge of trust and respect between the provider and the patient. 

Show Empathy – it goes a long way 

Mental health providers are swamped and have little time to spare. However, slowing down and taking time to show kindness and empathy will mean the world to a patient.  

In telehealth, providers can convey these emotions through tone, facial expressions, and carefully chosen words. Simple statements like “I see how hard this is for you” can go a long way in making a patient feel seen. 

Set the Intention and Personalize the Interaction 

At the start of each session, outline what you hope the meeting achieves. This action sets a clear plan and helps manage expectations. It also shows that you are organized and focused on their care. 

Take the time to get to know your patients. Neurologist Adrienne Boissy tells the American Medical Association (AMA) how she bonds with patients:  

“Being able to see my patient in the context of their own home has been beautiful. I ask them to throw open the refrigerator—show me what you had for lunch. Let me meet the dog. It’s been a powerful communication source for me.” 

Interactions like the one above help build rapport, allow patients to relax, and provide valuable context for their mental health concerns.  

Make the Visit Accessible  

Telehealth bridges location barriers, supporting patients with physical limitations, visual or hearing impairments, or those facing isolation. The Americans with Disabilities Act (ADA) offers a few ways to make patients with unique needs feel comfortable: 

• Use visual aids to enhance understanding, especially for those with hearing issues. Utilize screen sharing to show educational materials or draw diagrams to explain complex concepts. This can make the sessions more interactive and engaging. 
• To make the visit accessible, use multiple formats, such as printed information, audio recordings, or Braille. 
• Provide a sign language interpreter if needed.  
• Ensuring the telehealth platform has real-time captioning. 

Keep in Touch  

Regular follow-ups demonstrate your ongoing commitment to your patient’s well-being. Use telehealth platforms that allow for easy scheduling of follow-up appointments. For example, the telehealth platform Updox seamlessly integrates with EHRs, so mental health professionals can schedule appointments, send reminders, and conduct virtual visits directly from their system.  

It also has a Broadcast Messaging feature that providers can use to quickly reach patients and keep them up to date on the latest news and services from a practice. This continuity of care helps strengthen the patient-provider relationship. 

The Future is Bright 

Building personal connections with mental health patients through telehealth is possible and can be incredibly effective. By creating a welcoming environment, actively listening, showing empathy, personalizing interactions, and using advanced tools, you can foster strong, meaningful relationships with your patients. 

By building personal connections, healthcare providers can gain patient trust, foster communication and engagement, and ultimately improve their mental health outcomes.