How to Make the Most of Telehealth: Preparing for a Better Virtual Visit

Telehealth appointments are a way to meet with your medical provider virtually, using technology such as a smartphone, computer or tablet. These virtual healthcare visits gained momentum during COVID-19, where most non-emergency medical appointments were conducted via telehealth. Today, Vail Health Behavioral Health, Colorado Mountain Medical and Shaw Cancer Center professionals continue to virtually meet with their patients, both existing and new, on a regular basis, adding convenience and accessibility.

A Patient-Centered Approach

Elida (Ellie) Benitez and Eva Kolb are both psychiatrists at Vail Health Behavioral Health, and they ensure the practice values patient privacy, comfortability and confidentiality. Benitez, Kolb and any provider at Vail Health prioritize patient trust. Although you are meeting with your provider over a screen, your team is working just as hard as they would in-person to facilitate an effective care experience.

“I take a patient-centered approach that includes time to explore details of my patient’s concerns, with a goal of meeting each patient where they are at,” Benitez says. “I utilize evidence-based medicine, and I enjoy teaching my patients about their conditions and treatment options in an effort to guide shared decision making. I think it’s important for patients to feel empowered to take an active part in their treatment and to feel comfortable asking questions about their care.”

Kolb emphasizes that your provider takes the time to prepare for your session in advance. She wants you to know that you are the “driver” in all appointments and that your provider is present and appreciates you taking the time out of your busy life to prioritize your health. “I view our work together as a partnership, where I guide and provide my expertise to help,” she adds.

The Importance of Privacy

Where you choose to have your telehealth appointment is just as important, if not more important, as when you choose to have your appointment. Pick a place with limited distractions where you can remain for the entirety of your appointment.

“Without privacy, it is very difficult to create rapport and trust,” Kolb says. “Patients should feel that they can discuss any topic during appointments without worrying that someone else could be listening to the conversations.”

Do the following to elevate your privacy:

• Put in headphones, so you are the only person able to hear your provider.
• Sit in a room by yourself (if your physician says this is safe) with a closed door. This way, you can be candid without worrying if others are listening.
• Turn on a white noise machine outside of the room. The sound blurs out your voice, and others cannot understand the conversation coming from within.

Patient Telehealth Checklist

Taking additional steps before your virtual healthcare visit, whether this is days or minutes prior, can help you feel more confident, focused, connected and ready to begin. Consider the following:

• Ensure you receive an email and/or text message from Vail Health with the link to your virtual appointment. You can also find the link by visiting vailhealth.doxy.me.
• If applicable, provide any prior or new treatment documentation ahead of time. These will be added to your chart for review before or during the session.
• Identify or have a written list of symptom(s) timing, goals, medication side effects and both positive and negative contributions to your mental and physical health either since your last visit or if you are a new patient.
• Allow five to 10 minutes in the location prior to the session, so there is time to gather thoughts and be present.
• Have the clinic’s phone number on hand in case of technical difficulties.
• Be in a safe, comfortable room with strong internet connection, a charged device, headphones, if wanted, water and any materials requested by your provider.
• Have your current phone number on file and your phone nearby in case the clinic calls with updated information.

Parents’ or Caregivers’ Preparation

If you are a parent or caregiver to a minor, senior citizen or patient with special needs, there are many additional things that you can do to improve your loved one’s telehealth experience. Begin to implement these telehealth appointment tips a few days before the appointment to reduce overwhelming conversations.

• Make sure your loved one has had something to eat and drink.
• Schedule a time that sets the patient up for success. Does this person focus better in the morning, afternoon or evening? For adolescents, avoid a time right before they are going to be with friends, as they will likely want to rush through the session.
• Invite curiosity. Encourage the patient to identify or write down what they want their physician to know from the last session, or what they want to introduce on the intake call.
• Set the patient up in a place they are comfortable in, so they are open and honest with their provider.
• Telehealth for children: Ensure the child has things within reach they can use to keep their hands busy while engaging in the session. For example, crayons and paper or fidget toys.
• Stay positive and help foster a healthy mindset around receiving support.

It is very common to feel uneasy before any doctor’s appointment in general. Remember, just like in-person visits, your provider is committed to supporting you and guiding you towards your highest potential and health. Be open and honest with your physician and ask questions, so you can directly address your feelings and you feel supported moving forward with further telehealth visits.