10 Telehealth Best Practices You Need to Know 

Doctor conducting a telehealth consultation with a patient

The pandemic changed many things, including healthcare providers’ dependence on telehealth services. Now, this virtual platform usage is much higher—from 0.1% in 2019 to 17% of all patient visits in 2023. The result of this adoption? Providers are working hard to craft a more targeted approach to telemedicine and the patient experience. 

One way providers can improve their video consultations is to embrace advanced telehealth best practices. Below, we offer ten strategies to help deliver personalized patient care and exceptional telehealth services. 

Let’s get started. 

1. Prevent Patient Risk 

Patient privacy matters in telemedicine. To avoid potential risks, providers should take all necessary precautions and measures to safeguard patient data. A great place to start? Use secure, HIPAA-compliant telehealth platforms for video consultations. Educate your staff about data privacy regulations and implement strong cybersecurity measures to protect patient data. 

2. Master Reliable Technology and Go Mobile 

Invest in high-quality video conferencing tools and telehealth features to foster smooth patient communication and a stable internet connection. Remember to regularly update software and troubleshoot any technical issues to avoid disruptions during telehealth visits.  

Nothing disrupts a great patient visit like a frozen screen or error message. 

Providers may also want to invest in scalable and HIPAA-compliant mobile digital solutions in their telemedicine practice. For example, DrChronos’s mobile EHR (where providers can log in from their iPhone, iPad, or desktop) integrates scheduling, patient communication, clinical workflow, and medical billing. After training, providers can replicate this setup across multiple providers and locations. 

3. Build Trust by Creating a Professional Telehealth Space 

Even though you’re not meeting face-to-face during telehealth sessions, maintaining a professional space is essential. Punctuality is key, so be available at the scheduled time. Privacy also matters in this situation; patients want to know they are the only people in the room with you. Choose a quiet, well-lit consultation space with a neutral background and dress professionally to build trust and rapport during the visit.  

4. Be Ready  

The devil is in the details, so preparation is key to a successful telehealth visit. Review medical records and notes before the consultation to let patients know you care about their needs. Make sure to have all the necessary tools, such as patient charts and diagnostic equipment ready. 

5. Communicate Clearly 

Effective communication is essential to telehealth best practices. Speak clearly and at a moderate pace to ensure the patient understands you. Use visual aids and share your screen when necessary. Encourage your patient to ask questions to resolve any issues or doubts. 

6. Cultivate a Strong Connection and Safe Space 

Building rapport with a patient can be tough in a virtual setting. Take a few moments to make sure the patient feels “seen,” and show compassion to let them know you care.  

Active listening and maintaining eye contact through the camera can help create a strong connection and make patients feel safe. Encourage patients to voice their concerns and symptoms and ask open-ended questions to help gather complete information. 

7. Embrace Digital Technology 

Integrate your EHR system with your telehealth platform. This integration allows for a more holistic view of the patient’s medical history, enabling you to make informed decisions and provide personalized care.  

For example, with the telehealth platform Updox that seamlessly integrates with EHRs, providers can schedule and conduct virtual visits directly from their system. The HIPAA-compliant telehealth solution also has a virtual waiting room that allows for triage workflows that mimic in-person visits. 

8. Personalize Patient’s Special Needs and Tech Support 

If a patient has special needs, the Americans with Disabilities Act (ADA) offers some tips, including: 

  • Allowing the patient to request a communication aid or service when scheduling an appointment. 
  • Making services available in different formats, such as printed information, audio recordings, or Braille. 
  • Providing a sign language interpreter during the appointment if needed.  
  • Ensuring the telehealth platform supports real-time captioning.  

Some patients, especially older populations, may also need help with using telehealth technology. Offer technical support to guide them through setting up and using telehealth platforms. Provide clear instructions and troubleshooting tips to make the experience seamless for patients. 

9. Stay Updated  

Telehealth best practices must include staying up to date with laws and compliance. Stay informed about the latest changes in telehealth regulations and guidelines at the federal, state, and local levels. Comply with all regulatory requirements to avoid legal issues. 

10. Seek Feedback and Improve the Telehealth Experience 

Continuous improvement is vital for delivering high-quality telehealth services. Regularly seek feedback from patients and staff to identify areas for improvement. Use digital questionnaires or surveys to collect insights into their experience and any areas for improvement. Use this information to enhance your telehealth practice and provide better care. 

Bonus tip: Follow up  

Follow-up ensures patients adhere to treatment plans and address any ongoing concerns. Create a seamless HIPAA-compliant patient portal to schedule follow-up appointments and reminders, deliver educational materials, and send treatment plans. Provide multiple ways for patients to reach you, such as email, text, or a dedicated helpline. 

Final Thoughts 

Using these ten telehealth best practices can help healthcare providers deliver proactive and compassionate services. With the right technology, clear communication, and a patient-centered approach, you can ensure that your telehealth consultations are as impactful as in-person visits.  

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