Preparing patients for hybrid care
Preparing patients for hybrid care is critical for ensuring the success and effectiveness of in-person and virtual care.
Patient engagement and education
Effective preparation involves educating patients on what to expect during virtual visits, how to use the technology, and what kinds of care can be delivered remotely. Providers must also be able to communicate the benefits and limitations of hybrid care clearly, including that telehealth is not appropriate for all types of care. This includes addressing patient questions about privacy and directing patients to resources for technical support. This preparation enhances patient engagement and comfort with the technology and ensures smooth transitions between different modes of care.
Patient engagement and education are pivotal in hybrid health care. They empower patients to actively participate in their health care through informed decision-making and effective use of technology. By providing comprehensive resources and ongoing support, health care providers can enhance patients' comfort and confidence with telehealth tools. This fosters a proactive approach to managing their health, regardless of care setting. Techniques to enhance patient interactions include:
- Educate patients on telehealth. Developing educational materials on telehealth is essential to help patients understand the benefits and limitations of a hybrid model for health care delivery. Materials should clearly outline what to expect from a hybrid health care model. Educational content should list benefits and limitations, including which services can or cannot be performed remotely. These materials help set realistic expectations and encourage patients to engage actively with telehealth as part of their care plan.
- Technology use. To ensure a smooth technology experience, it is important to create a step-by-step guide for patients accessing and using telehealth services. The guide should include clear instructions that outline how to schedule appointments and log in to the telehealth platform, as well as expectations for virtual consultations. Visual aids, such as screenshots and video tutorials, can be beneficial to make instructions more accessible.
- Patient connectivity and access. There should be dedicated staff to help patients practice telehealth appointments before their first visit. This includes walking them through the technology, directing them to resources for internet access, and providing guidance on how to contact technical support if needed.
- Building trust and rapport virtually. Effective communication techniques, such as maintaining eye contact, actively listening, and providing clear, empathetic responses, are essential for establishing a solid provider-patient relationship when care is delivered virtually or in-person.
Hybrid care and health equity
Acknowledging and respecting cultural preferences is essential. This involves practicing cultural humility to ensure that care is respectful and tailored to different patient populations.
By leveraging digital tools, hybrid care can overcome geographical, economic, and logistical barriers that may prevent underserved communities from accessing care. This ensures that patients who may have difficulty traveling to health care facilities, such as those in rural areas or with mobility issues, can still receive comprehensive care. Additionally, hybrid care can be tailored to respect cultural preferences and needs. Here are some best practices for providers:
- Technology and digital literacy barriers. Programs that provide patients with the necessary technology or internet access are essential for bridging the digital divide in telehealth. Educational initiatives to improve patients' digital literacy can enhance their ability to use telehealth services effectively. These programs help ensure equitable access to health care by equipping patients with the tools and knowledge to navigate telehealth platforms.
- Culturally competent care. It is crucial to train providers on cultural competency in a virtual setting. This equips providers with the skills to communicate and engage with patients from diverse backgrounds, including using interpreters when necessary. This training should cover topics such as cultural humility and adapting telehealth practices to meet the unique needs of different groups.
More information:
Announcing the availability of telehealth — Health Resources and Services Administration
Health equity in telehealth — Health Resources and Services Administration
Improving access to telehealth — Health Resources and Services Administration
Introducing patients to telehealth — Health Resources and Services Administration
Preparing patients for hybrid telehealth — Health Resources and Services Administration
Quality Improvement Fund Optimizing Virtual Care Toolkit — Health Resources and Services Administration