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5 Ways Healthcare Professionals Can Improve Telehealth Appointments for Patients

A lot changed about how we do our jobs during the pandemic. For healthcare professionals, a watershed moment arrived for technology that was slowly trickling in for years. 

All of a sudden, telehealth appointments became the norm and many felt unprepared for how to best connect with their patients in this new virtual setting. Even when the pandemic is over, telehealth is here to stay. The genie is out of the box. We now know it can be done. And isn’t it nice not having patients show up late because of traffic?

As an experienced media and public speaking trainer, during this pandemic I’ve found myself specializing in helping healthcare professionals present themselves from their computers — whether that be with patients in telehealth appointments or in media interviews and public speaking engagements for online conferences. 

We’ve seen all the mistakes on TV. Cameras too low, cameras too high, dark rooms, terrible sound, distractions, and others I’m sure you’ve noticed.

This isn’t about looking good. It’s about making sure you connect with your audience. Making sure you do what you set out to accomplish with that telehealth appointment or media interview.

What are some ways you can improve your online presence and get better results?

Make it a great experience for the patient

This is what it’s all about. Your patients are coming to you with a health issue. They’re seeking comfort. They’re seeking guidance. And everything you do in a telehealth appointment should be supporting the goal of making the experience positive for them. Even though you’re connecting with your patients online, you want to make them feel cared for in the same way you would in person. 

Experiencing a technical issue? Don’t panic! Consider jumping on a phone call instead and cut out all of the video distractions. Good sound and connecting with the patient are what’s most important here. Also don’t spend a ton of time complaining about or apologizing for any technical issues, that only takes time away from the patient’s time and it can start eroding their confidence in you. Address it once and then move forward with the appointment. Recently, I had a telehealth appointment where the head of the department kept apologizing for the tech issues and disparaging technology in general. It made the experience frustrating for me and he came across as out of touch, so it was harder to trust him. Telehealth is here to stay – learn it, love it, and definitely don’t complain about it!

Be aware of your lighting

When you’re interacting with a patient in person, they’re able to easily read your body language and facial cues. They can clearly see your eyes and connect with you. This helps you establish trust. When you’re meeting with a patient virtually, it’s important to make sure they can see you so that they can read these same cues over video. If your face is in a shadow or your patient can’t quite see your eyes, it’s going to be very difficult for them to feel connected to you and to trust you. Lighting is crucial to how you appear on the screen. You want to make sure there aren’t any windows behind you. Your light needs to come from in front of you. If you can, use natural light from a window. But if that isn’t an option, try soft lighting from a lamp you place in front of you – and be sure to avoid creating any shadows with your monitor or phone. These lights from Amazon are a really affordable option… under $100 and I’ve used them for years. If you wear glasses, try to avoid those commonly used ring lights. You’ll see the halos in your lenses and that’s distracting.

Invest in a quality camera

In the same way that good lighting is an essential part of how you appear on the screen, the quality of your camera will impact how well your patients can see you. Cameras built into computers aren’t the best quality, so you’ll want to invest in one that makes you look as close to how you do in real life as possible. This Logitech 1080p camera is about $80 and I recommend it to all my clients.

Once you have a camera, where you place it is key! You want to set it up at eye level so you are looking right into the camera – and right into the eyes of your patient. It may feel a little weird at first, looking at a camera instead of your patient on the screen, so make sure you practice looking directly into the camera and talking to it. Beware of putting the camera too low or too high – we don’t want to look up your nose or have a meeting with your neck or chin (or your boobs)! 

Don’t forget about sound

Do not forget about sound. Clear communication is such an integral part of building trust with your patients, which is why you want to make sure you’re using a quality microphone so they can hear you. The sound of your voice can deliver a message that you care. We need to hear all the depth and range. During the pandemic, I had a family member who was very ill and I attended many telehealth appointments with them. There was one healthcare professional who was having sound issues during the entire appointment – her microphone was buzzing, she was cutting in and out and we kept mentioning it, but she couldn’t understand us. It was so frustrating because my family member was so sick and on top of that we were having to deal with not being able to hear what the doctor was saying. After the second time this happened, we just started making the trip to the office. This definitely isn’t how you want your patients feeling, so make sure you invest in a good microphone. AirPods work great. The mic is good and they are less distracting than a headset. 

Dress… not distract  

Just like you would for an in-person appointment, you want to present yourself well to your patients during a telehealth appointment. When you’re on camera, there are a few considerations to keep in mind that are a bit different from in-person. For clothes, you want to avoid high contrast patterns that don’t translate well. Go for rich, solid colors instead. Should you wear your white coat? That depends on the resolution of your camera and the background. If your camera has a low resolution or your background is predominantly neutral, you’ll want to avoid wearing your white coat as it won’t show up well. This is another reason to invest in a better camera. As far as accessories go, avoid loud jewelry because remember that quality microphone you ordered? It’s definitely going to pick up the sound of your bracelets clinking together when you gesture with your hands. That will be very distracting for your patients.

Above all else, when you’re thinking about ways to improve your telehealth appointments ask yourself, “Will this improve my patients’ experience and my connection with them?” That’s the goal: to create an environment where your patients feel cared for and supported, even though you’re not sharing the same physical space.

Interested in doing some one-on-one work on your telehealth technique? Let’s connect!

My new healthcare media training online class is launching soon. To get on the waiting list, sign up here!

Kathryn Janicek is a three-time Emmy winning media and public speaking trainer. She consults Fortune 500, healthcare, small businesses, tech companies & others on how to grow their business, attract better employees, increase brand equity and help their people be more confident by delivering more impactful messages to audiences.

How to look your best on video conference calls

People around the world are finding themselves working and conducting media interviews from home for the first time.

The COVID-19 pandemic is forcing many to move their in-person meetings to video conferencing on platforms like Zoom, Skype, Google Hangouts and GoToMeeting. It’s also changing the media landscape. Interviews that used to be done from a studio are now being shot in experts’ living rooms, offices and kitchens.

As a media and public speaking trainer, I teach executives who need to do interviews on TV stations worldwide through video conferencing and who need to reach other live audiences through their computer screen. During my executive coaching sessions, I show them how to represent their business and themselves professionally and also make sure their message sticks with their audiences.

You can make a good impression through video conferencing platforms as long as you have a few specific things in place. 

Create a background that isn’t distracting

The key to speaking on stage, in the media, in your videos, during live video conferencing and in job interviews is to keep the audience focused on your message and nothing else. Take a look at the wall or space behind you and make sure nothing behind you is distracting. Look for light switches, outlets, open doors, open windows, and anything else that could be distracting. You want people to remember your content and message, and if there’s a very obvious picture or book behind you that grabs the viewers focus — remove it. You don’t want anything in the  background distract from your message, or worse, offend your audience.

Good lighting is your best friend

When you are selling your company, your brand, a product or service – you want to be seen in the best light. Literally and figuratively. When you show up in a media interview or in a meeting and you are poorly lit or there are lots of shadows on your face, the audience can subconsciously feel like you’re hiding something. That you can’t be trusted. The majority of your message is your physical content. This is why what you do and your appearance is just as important, if not more, that what you say. Lighting is vital to the way you appear on the screen. Make sure there are no windows behind you. The lighting needs to be in front of you. Natural light from a window is the best. If you don’t have a room that works for this, use soft lighting from a lamp and place it right in front of you without creating shadows from your monitor or phone. I’ve used this light from Amazon for years. It’s under $100 and many of my clients use it for their media interviews. 

Make eye contact with the camera

Just like in person, you want to make great eye contact with your audience. When you’re video conferencing, this can be tough. The software will show you speaking on your monitor, along with the person interviewing you – or all the people you’re talking to on the call. This can create a lot of distractions for you. The key here is to make sure when you are talking, you look into the camera on your computer or phone. When you look directly into the camera, you will be appearing as if you’re looking right into the eyes of your audience. This takes practice to get it down and not let your eyes wander off and look at all the other people on the call. Why is this so important? When you let your eyes move from person to person or somewhere else in your room, you may appear to be insincere, detached, uninterested, insecure and even shifty. Make time to practice good eye contact. You do not want to portray the message that you don’t care about the meeting or interview.

Be camera ready

Working from home means you may not have to put a lot of focus on what you’re wearing on your lower half, but you need to make sure that from waist up, you’re all business. Take the time before an on camera meeting to do your hair, makeup and wear something that is not too distracting. For on camera media interviews through video conferencing, my clients normally have their makeup and hair professionally done. During a pandemic, you can’t hire someone to come to your house to get that done. There are many consultants who can talk you through this virtually right now. Our team of makeup and hair stylists is doing this for our clients. If you don’t have a professional to help you, make sure you look well-rested, alert, your skin looks healthy and your best features are emphasized. Since you want your audience to lock-in with your eyes and trust you – make sure your eyes are not blocked by extra hair and eyeglass frames that don’t fit your face properly. A lot of professionals are balancing children at home and working — so both men and women can benefit from a little concealer under their eyes. Make sure your hair isn’t distracting and falling into your face during your calls and try not to adjust your hair or touch your face while you’re on camera. When it comes to wardrobe, it’s better to wear a solid color or something that’s not as distracting. If you have a bold or quirky personality and you love bright colors and patterns, it’s okay to be yourself, just make sure you don’t distract from the conversation.

Position the camera at eye level

Before you jump on a call, make sure the audience will not be looking up your nose or at your ceiling. We’ve seen a lot of these kinds of calls and interviews! Make sure you’re going to appear to your audience at the angle they’re used to seeing you from across a table. Adjust your computer so it’s at eye level by adding books or something else to raise the computer up a little. Sit upright, in the front half of your chair, and look alert. Do not swivel. Again, you want to pretend like you’re making eye contact with the people on your video conference, so make sure you adjust your computer accordingly so you can look right into the camera when you’re speaking. 

Be heard! (and sometimes silent)

If you’re in a virtual meeting with a lot of other people, mute yourself when you’re not talking. You may have kids and/or pets at home right now and a spouse working from home. This is the time to learn how to effectively mute yourself when you’re not talking so the speaker is heard clearly. Also, make sure you shut off your notifications. You don’t want to hear your computer or phone dinging throughout. You also could be taking notes during the call, and you don’t want the sound of your fingers tapping away to distract the others.

Working from home also means creating barriers between your home and the “office.” Make sure to create a good system that will keep you happy, successful and sane during this (hopefully) short period of time where most of us need to work from home.

  • Sleep at least eight hours a night. Working from home can create some unhealthy habits like working at all hours of the day/night. Make sure you are getting your personal time to recharge and you’re sleeping. Showing up as your best during video calls and media interviews online while you’re not rested can be a big gamble. You need to be able to answer questions thoughtfully and think quickly. You need sleep for optimal brain function.
  • Shower every single day. Start your day with a shower and do your normal morning and evening routines. This will keep you alert and productive. Plus, you need to look good on camera!
  • Create 10-15 minute breaks between large blocks of meetings. Stretch, go to the bathroom and eat. You cannot show up looking healthy, trustworthy and likeable on camera if you’re dehydrated, are not sleeping, and you’re hungry.

While working remotely might be a bit of an adjustment, we’re here to help you feel confident and make sure your message sticks with your audience and makes them ACT.