Adjusting to Virtual Healthcare
June 29, 2020
Overall people are feeling similar comfort levels between in-person and virtual visits.
- They are not afraid of the doctors, other medical professionals and the systems in place.
- People are afraid of the people they would be sitting next to.
They want:
- limited number of people in waiting area …
- to see that areas are disinfected and
- other people wearing masks.
Recommendation:
Communicating the precautions and protocols to minimize crowds and isolate the infected will help reinforce a sense of safety, and increase the level of comfort people will have when considering a medical visit.
95% of CLE need one or more essential protocols in place to make them feel safe in medical facilities.
With disinfecting, limited people, and masks as the top three.
Virtual visits are a quick at home option
Learning curves have eased and virtual is a quick option for less serious medical visits, eg. prescriptions, routine exams and check-ups.
In-person visits are still necessary
When having procedures, tests, and emergencies.
Many have been encouraged by the safety measures in place at health care facilities to keep from being patients from contracting COVID while visiting their doctors.
Seeking In-Person Medical Care is Contingent upon what type of care
While virtual visits have continued potential, patients crave the personal interactions.
Having a medical visit virtually met with some interest.
However, there were nearly ¼ of CLE that are not at all interested in this type of medical care, regardless of the COVID pandemic.
Patients miss personal interaction
The missing link in virtual visits are the personal interaction and attention people receive when at a facility to make the service expectational.
“I was diagnosed with breast cancer. My surgeon had a reputation of being irritable and cranky, but he was reputed to be a really good surgeon. Over the course of several visits he answered all my questions and we began to develop a mutual respect for each other. When I checked in for the surgery I spent the morning in the nuclear medicine department having tests. I was never cared for so well in my life. The tests were tedious and seemed to go on forever, but staff kept me as comfortable as they could and we got to know each other well. They transferred me to the pre-surgical staff and they were also very professional and caring as they got me ready for the surgery. When I woke up the surgeon was literally dancing at my bedside while he told me I would be fine. I’d never seen him smile, but that day he grinned from ear to ear. Staff asked me how I could be such a happy patient, and I told them their care and compassion had a lot to do with my attitude.”
“I must admit every time I see my doctor. my doctor’s nurse make sure to come into the office and have a conversation with me other than about medical issues. She knows about my many family losses in a five-year span from my granddaughter, sister, aunt, cousin, best friend and mother. It sent me into a state where I was covering up my emotions. Somehow, she noticed and the first thing she did was gave me a hug and said she loved me. That one act of love changed my whole attitude. Now she always comes into the office no matter what she is doing to speak with me.”
