5 Ways to Effectively Manage Patient Expectations for Telemedicine Appointments
Telemedicine has transformed healthcare delivery, but managing patient expectations remains a critical challenge for providers. This article outlines five practical strategies to improve virtual appointment outcomes, backed by insights from healthcare professionals experienced in remote care. These approaches help ensure patients understand what to expect, feel heard, and receive the best possible care through a screen.
Leave Time for Questions
In telemedicine, the problem is not about the platform but the pace. Patients don't like the feeling of being rushed, and that's a constant both in the clinic and in telemedicine. What I usually like to do is to leave time at the end of the visit just for questions. After explaining the problem and the plan, I pause and ask, "Do you have any questions?" and then, "Would you like me to explain again?" That extra minute sets the expectation that their doubts are valid, that they can say, "I didn't understand," and that the visit isn't over until everything is clear. Patients value feeling listened to, and they are much more likely to follow the plan we agreed on.
Julio Baute, MD
Clinical Content & Evidence-Based Medicine Consultant
invigormedical.com
Start With Privacy and Tech Check
Environmental Preparation:
I prepare my patients by having them set up their home environment as their own personal exam room. This involves ensuring the space is quiet and well-lit to maintain a clinical atmosphere. I also ask them to bring their medication vials to the camera and have their most recent home vitals ready. This preparation shifts the mental scenario from a casual video chat to a professional medical appointment.
The "Web-Side Manner" Approach:
A great way to communicate with patients is through the "Privacy and Technology Handshake" I provide at the start of every session. I ask them: "Prior to us beginning this session, can you see and hear me clearly, and do you have enough privacy in your current environment to talk freely?" This simple check-in removes the unique barriers associated with this medium—namely privacy and connectivity—before we address any clinical issues.
Observed Clinical Benefits:
This "tech-first" validation has almost eliminated mid-consultation interruptions and builds immediate rapport with patients who were previously apprehensive about digital care. I have found that "tech-sensitive" patients are 30% more honest regarding sensitive symptoms than those who do not receive an initial validation of privacy. This approach allows them to overcome the psychological barrier associated with the distance created by the screen.
Set Clear Expectations Before Visits
One approach that has worked particularly well for us is setting clear expectations before the telemedicine visit ever begins. Many frustrations with virtual care happen because patients assume it will feel identical to an in-person appointment. We make it a point to explain ahead of time what can and cannot be accomplished virtually, whether that is reviewing symptoms, adjusting medications, discussing imaging results, or determining if an in-person evaluation is necessary.
We also outline the structure of the visit at the start. I'll briefly explain how the appointment will flow, what information I'll need from them, and how we'll handle follow-up. That simple step creates clarity and gives patients a sense of direction and partnership.
Another key piece is encouraging patients to prepare. We ask them to have a current medication list, recent vitals if available, and a clear description of their concerns ready before logging on. When patients understand the purpose and limitations of the visit, telemedicine becomes more efficient and far less frustrating. Clear, proactive communication has made the biggest difference in keeping expectations aligned and maintaining trust in a virtual setting.
Provide a 60-Second Care Roadmap
Standardizing the Digital Experience:
We must manage patient expectations prior to a virtual visit by creating a formalized "digital pre-boarding" process. An automated checklist should be sent at least 24 hours before the appointment with specifics on the intent of the visit and the biometric information needed, such as weight and blood pressure. This checklist should also ask patients to identify their top two concerns to avoid "open-ended" visits, which can often be frustrating for both the patient and the provider.
The "Roadmap" Communication Strategy:
One way I have found to be successful with patients is to give them a "60-Second Roadmap" at the beginning of every call. I simply say to them, "Today in our 15 minutes, I will review your data, discuss your most important concern, and finalize your treatment plan. If an in-person exam is needed today, I will immediately schedule that for you."
Measurable Impact:
By defining the clinical parameters and the "finish line" in the first minute of the call, I have seen a 25% decrease in time overruns and a notable increase in patient satisfaction. This level of transparency helps the patient feel as though the virtual visit is a true clinical encounter and not just a casual phone call, which ultimately helps with compliance regarding their final treatment plan.
Explain Clinical Boundaries and Mirror Verbally
In order to set reasonable expectations, I discuss the issue of "Clinical Boundary Transparency." I let patients know upfront, when beginning the psychiatric/medical relationship with someone new, that certain medications are not able to be prescribed using video conferencing, and that certain symptoms require an in-person physical exam. By articulating these boundaries at the start, it can save the time and frustration of a patient when I am not able to fulfill their specific request, due to either legal or safety reasons, using electronic media.
To develop rapport on video, I use the technique of "Verbal Mirroring" extensively. Since I don't have a physical presence, I make it a point to summarize what the patient has just said frequently, and use verbal affirmations such as, "I understand," or "That sounds right," as often as possible. Using a high frequency of this type of feedback helps to provide the same communication that would result from using non-verbal communications and confirms that I am fully focused on their care, even with the physical distance of doing their medical care via video.
