Building Meaningful & Satisfying Care Experience for Patients & Providers in Telehealth

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This document discusses building meaningful care experiences for patients and providers in telehealth. It suggests that certain communication strategies can help ensure meaningful care experiences in telehealth, including listening techniques like repeating, rephrasing or summarizing what the patient says, asking open-ended questions, and making the provider's listening visible through actions like counting the number of concerns raised. The document also addresses challenges like showing empathy when not physically present and engaging passive patients, providing techniques like asking focused questions and mirroring patients' physiological states.

Healthcare

Building Meaningful & Satisfying
Care Experience
for Patients & Providers
in Telehealth
Yosuke Chikamoto, PhD, CPXP
Principal & Consultant
Caring Accent
Healthcare Communications
& Innovations
Telehealth Secret 2018
-New Revenue Models, Happy Doctors-

! 🤕
Clinician-Patient Communication
Patient Experience/Satisfaction
Patient Engagement
Health Outcomes

! 🤕
Clinician-Patient Communication
Patient Experience/Satisfaction
Patient Engagement
Health OutcomesFor Patients’ Beneﬁts

! 🤕
Clinician-Patient Communication
Patient Experience/Satisfaction
Patient Engagement
Health Outcomes
Practice Efﬁciency
For Patients’ Beneﬁts

Patient Experience
Patient Satisfaction
Provider Experience
Provider Satisfaction
Care Experience
!🤕

#
Certain communication strategies become useful in ensuring
meaningful Care Experience when…

Could telehealth do things
that we already do well in in-person visits?
Could telehealth provide solutions
for our challenges in in-person visits?

I listen. But some of my patients seem to disagree…
$

⏱18-23 seconds
Beckman H, Frankel R. Ann Intern Med 1984;101:692-6.
Marvel MK, Epstein RM, Flowers K, Beckman HB. JAMA 1999;281(3):283-7.

⏱18-23 seconds
Beckman H, Frankel R. Ann Intern Med 1984;101:692-6.
Marvel MK, Epstein RM, Flowers K, Beckman HB. JAMA 1999;281(3):283-7.
🚪39%
Rodondi P, Maillefer J, Suardi M, Rodondi N, Cornuz
J, Vannotti M. Gen Intern Med 2009;24(6):739-41.

😀😀😀😀 😞
Request
Met Met Met Met Not Met
Kravitz RL, Callahan EJ, Paternini D, Antonius D, Dunham M, Lewis CE. 1996;125(9):730-7.
Bell RA, Kravitz RL, Thom D, Krupat E, Azari R. J Ten Intern Med 2002; 17(11):817-24.
😀😀😀😀 😞
😀😀😀😀😀
😀😀😀😀 😞Never had a chance
to mention

Making Providers Listening “Visible”
• Repeat/Rephrase/Summarize
• And what else? (AWE question)
• Count

! 🤕
Main Concerns
• —-
• —-
• —-
Making Providers Listening “Visible”

! 🤕
Main Concerns
• —-
• —-
• —-
Requests
• —-
• -—
• —-
Making Providers Listening “Visible”

I want to engage my patients in their treatment.
But they seem passive.
$

Where is your pain?
What type of pain?
When did it start?
Getting better or worse?
…..

Physicians down-regulate their
pain empathy response
😧
😐💉
Decety J, Yang CY, Cheng Y. Neuroimage. 2010;50(4):1676-82.

Visual Data
Audial Data
!🤕
Computer Icon made by freepik from www.ﬂaticon.com

When there is empathy between two
people, their physiological tracers match
up in concordance

“I have a dream that one day telehealth …..”

Healthcare Communications
& Innovations
Thank you very much!
What questions do you have?
Any inquiries, please contact
Yosuke Chikamoto, PhD, CPXP
ychikamoto@caringaccent.com

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