Photo Credit: Yaroslav Olieinikov
The following is a summary of “Tailoring Communication Practices to support effective delivery of telehealth in general practice,” published in the June 2024 issue of Primary Care by White et al.
The unprecedented surge in telehealth utilization prompted by the COVID-19 pandemic has significantly altered the engagement dynamics between general practitioners (GPs) and patients. Despite this rapid shift, specific guidance on effective communication within telehealth settings remains scarce. By examining the practical application of telehealth alongside GP and patient perspectives on telehealth communication, there exists an opportunity to create evidence-based guidelines for optimal telehealth use. This also allows practitioners to reflect on communicative elements common to in-person and remote consultations. This research aimed to develop evidence-based resources that support effective, person-centered communication during telehealth interactions between GPs and patients. This involved an in-depth analysis of recorded telehealth consultations, exploration of GP and patient viewpoints on telehealth, and identification of guidance priorities informed by these analyses and participant co-design.
The study included recording 42 telehealth consultations, conducting surveys with 153 patients, and interviewing 9 patients and 15 GPs. These data were analyzed using interaction analytic, quantitative, and thematic analyses to develop a comprehensive understanding of telehealth practices and perspectives. The research translation process employed a co-design approach, engaging providers, patients, and policymakers to develop evidence-based principles aimed at supporting effective telehealth communication.
Three key themes emerged from the analyses concerning telehealth communication: relationship building, conversational flow, and safety netting. Based on these themes, draft best practice principles were formulated and refined through co-design feedback, resulting in five Best Practice Principles for Communication between GPs and patients using Telehealth.
Effective telehealth communication is anchored in relationship building and maintaining conversational flow, which together facilitate effective safety netting. Both GPs and patients recognize that the absence of physical co-presence in telehealth consultations necessitates intuitive and strategic interactional adjustments to support their exchanges. The mixed-method examination of experiences, through detailed analysis of telehealth consultations and comparative exploration of GP and patient perspectives, enabled the identification of principles that can enhance communication in telehealth settings. The co-design approach ensured that these principles were practical and ready for implementation, thereby enhancing the quality of telehealth consultations.
Source: bmcprimcare.biomedcentral.com/articles/10.1186/s12875-024-02441-1