Publication Date
1-1-2024
Document Type
Article
Publication Title
Journal of Patient Experience
Volume
11
DOI
10.1177/23743735241241179
Abstract
The use of telehealth, specifically virtual visits, has increased and adoption continues. Providers need effective training for how to communicate with patients to develop a connection during virtual visits. This article describes the implementation and evaluation of a course called Mastering Presence in Virtual Visits. Results show that although providers perceive lack of time, technology issues, and lacking experiential knowledge as barriers to enacting course behaviors, the course was feasible and acceptable. Following the course, providers rated key course behaviors as helpful for practice, and 80.7% of providers were likely to recommend the course to a colleague. The course shifted provider perceptions of the purpose, patient experience, and procedures in virtual visits. Prior to the course, providers perceived virtual visits as fundamentally different than in-person visits. However, after the course, they recognized the importance of connection in virtual visits and how to foster that connection. Providers continue to require support in conducting high-quality virtual visits. Online, asynchronous courses, developed in partnership with providers, are feasible and effective for encouraging behavior change. Key findings: When asked on a needs assessment in 2020, communication strategies to connect with patients in virtual visits were a top provider need. Partnering with providers to create online, communication training content is effective for increasing the acceptability of courses about virtual visits. Asynchronous, online courses can meet provider needs for communication strategies to connect with patients in virtual visits.
Keywords
patient–provider communication, quality improvement, relationship-centered communication, telehealth, virtual visits
Creative Commons License
This work is licensed under a Creative Commons Attribution-Noncommercial 4.0 License
Department
Communication Studies
Recommended Citation
Rachyl Pines, Marie C. Haverfield, Stephanie Wong Chen, Ethan Lee, Cati Brown-Johnson, Merisa Kline, and Barbette Weimer-Elder. "Evaluating the Implementation of a Relationship-Centered Communication Training for Connecting With Patients in Virtual Visits" Journal of Patient Experience (2024). https://doi.org/10.1177/23743735241241179
