How can healthcare professionals communicate effectively and respectfully with each other in a telehealth environment?

Effective Communication Between Healthcare Professionals in Telehealth Environments

Healthcare professionals must establish therapeutic relational connection (TRC) in telehealth through mutual respect, cultural humility, presence, empathy, and effective communication to ensure optimal patient outcomes and professional collaboration. 1

Key Elements for Effective Interprofessional Communication in Telehealth

Interpersonal Communication Skills

• Develop enhanced verbal communication skills with intentional reflection on what colleagues are saying to improve conversations 1
• Incorporate both informational and emotional components in communication to demonstrate empathy and professional respect 1
• Respond fluidly without unnecessary breaks or pauses in conversation to reinforce attentiveness and engagement 1
• Avoid delayed responses, lack of initiative, lack of emotional comfort, and unfriendly tones which lead to dissatisfaction in professional interactions 1

Establishing Professional Presence

• Develop a "video presence" with appropriate facial expressions, awareness of surroundings, eye contact, and body language 1
• Ensure both parties are actively engaged in the interaction, as presence reflects the roles played by both communicating professionals 1
• Recognize that when presence is lacking, the overall professional relationship is impacted and so is the effectiveness of collaboration 1
• Create a proper clinical environment that looks professional and has limited distractions 1

Building Professional Trust and Respect

• Establish mutual trust and respect as integral factors for effective healthcare delivery and professional satisfaction 1
• Make professional qualifications readily available to colleagues on associated healthcare platforms 1
• Include profile photos, affiliations, education, background, specialization, and experience in professional profiles 1
• Recognize that building trust in telehealth environments may require more frequent interactions compared to in-person settings 1

Cultural Awareness and Humility

• Develop sociocultural understanding of the communities and colleagues you are serving 1
• Avoid assumptions and seek clarification about culture and community practices 1
• Recognize disparities in telehealth access and usage among different populations 1
• Demonstrate cultural awareness and sensitivity along with respect and caring in all professional interactions 1

Overcoming Telehealth Communication Challenges

Technology Competence

• Ensure adequate knowledge about the use of technology for both parties 1
• Address common technological barriers including inadequate technology and support 2
• Seek appropriate training to enhance competency in telehealth provision 2
• Utilize multiple communication modalities when appropriate to ensure message clarity 3

Establishing Bidirectional Communication

• Develop bidirectional responsiveness where both healthcare professionals rely on cues from each other 1
• Allow for real-time feedback and adaptivity similar to in-person communication 1
• Recognize that relationships evolve over the course of professional interactions 1
• Understand that establishing professional relationships may be more difficult with new colleagues in telehealth environments 1

Managing Communication Limitations

• Compensate for the lack of physical presence by increasing the frequency of professional interactions 1
• Recognize that telehealth interactions are often shorter with less small talk 1
• Be aware that eye contact may be difficult in some telehealth platforms, particularly asynchronous ones 1
• Develop strategies to convey essential elements of the professional relationship when visual cues are limited 1

Best Practices for Implementation

Tailored Approaches

• Use multiple modalities based on the communication needs and available technology 3
• Differentiate approaches between established versus new professional relationships 3
• Cultivate safety through clear boundaries and expectations in telehealth interactions 3
• Recognize when telehealth communication may not be appropriate for certain complex discussions 4

Standardization and Clarity

• Develop precise and standardized definitions for telehealth terminology to create consistent expectations 5
• Agree on standard data exchange protocols and domain-specific vocabularies 6
• Preserve and incorporate natural language expressions while integrating structured vocabularies 6
• Establish clear communication channels and exchange protocols that all parties understand 6

Professional Development

• Participate in training focused on telehealth communication skills 2
• Develop protocols to ensure telehealth is a viable resource for equitable, safe, and accessible healthcare delivery 3
• Engage in innovative research to improve telehealth communication practices 3
• Recognize that small investments toward establishing professional connections can significantly improve collaboration 1