BRIDGING THE TELEHEALTH DIVIDE THROUGH EFFECTIVE COMMUNICATION STRATEGIES

Abstract

The purpose of this study is to add to existing literature on the topic of effective communication via telehealth. The research question is: How can communication be effectively used to limit the feeling of physical distance during telehealth visits for both patients and providers? The basic design of this study was to collect qualitative data using a semi-structured interview approach. The major findings of this study included four main themes, "communication adaptations for telehealth," "barriers to open communication," "facilitating communication and trust" and "technological and connectivity issues." Each of these themes explored how providers adjust their verbal and nonverbal communication to enhance the telehealth experience for themselves and their patients alike. Theme 1, communication adaptations for telehealth, highlighted the ways in which providers change their communication for telehealth. Theme 2, barriers to open communication, demonstrated that providers need to use direct and open communication while providing care via telehealth. Theme 3, facilitating communication and trust, showed the strategies providers used to build rapport and establish trust with their telehealth patients. Theme 4, technological and connectivity issues, illustrated the steps providers take to ensure the telehealth appointment is successful, despite technological challenges. Essentially, this study identified communication strategies providers used to foster effective and meaningful communication in an online modality.