Several factors can influence the success of a clinic, and without a doubt, the service is the main point, and the experience the patient has in service is what may result in his return to the clinic or not.
Telemedicine care is no different because although the patient is not in the clinic (physical space), he will be being attended by the greatest representative of that place: the health professional. For this reason, it is important that during an online consultation some measures are taken, so that nothing can negatively influence the process.
Check out some tips that we have separated for you, the health professional, who needs to carry out their call centers and values the quality of their work.
Have a good internet connection
At the beginning of the new coronavirus pandemic, a large number of people were in social isolation, and with that, the low quality of the internet connection in Brazil ended up causing problems for those who need it as a work tool. However, after a while, there was standardization in this regard, but as we know, it is still necessary to be aware of the functioning and quality of your connection.
In most cases, using a Wi-Fi network is the best option, but if your internet provider is experiencing instabilities, you can use the 4G of your smartphone, either on the phone itself or through the device's router functionality, after all, it is always good to have a second alternative.
You can also perform a speed test on your internet connection. Through Google, it is possible to perform this action, to do so, just type in the search field "Internet speed test", and press "Run speed test", in the first option.
Choose a good service location
One of the advantages of conducting online consultations is the distance factor, that is, regardless of the location where the health professional and patient are, the service can be performed. However, the health professional needs to be attentive to the chosen environment to perform such care, because it will not always be in his office at that time.
When working from home, choose a quiet, airy, and well-lit room. If your family is also present at home, make sure there are no interruptions during working hours. Even concerning lighting, this is a key piece so that the video call has a good quality, regardless of whether you are working at home or in the office, after all, the more lit the place, the better your patient will see it through the camera.
The natural lighting from a window is a good tip, but you can position a lamp near the location of the service, which also helps a lot in this regard.
Pay attention to the microphone and webcam
Before actually starting to use any video calling platform, it is important to make sure that both the microphone and the camera are working. On desktop computers, it is almost always necessary to use headphones with a microphone, otherwise, the patient will not be able to hear you, and if that computer does not have an audio output (in speakers, for example), the professional will also not be able to listen to the patient, thus making communication unfeasible.
About the camera, there are currently many models on the market, and the vast majority are usually easy to install, so just perform a few minutes before the consultation to make sure that everything is working properly.
If you choose to use a laptop, the purchase of a camera is not necessary, since the camera is already part of this type of product. The use of headphones and a microphone is also not always necessary for the same reason as the webcam, however, a headset with microphone can help reduce noise, thus delivering a more satisfactory communication. In general, smartphones usually come with a headset with a microphone you can use them.
Use a safe and quality platform
When performing a call center, the professional needs to choose a platform where patient data is safe, thus maintaining the confidentiality that is required by law. Ninsaúde Apolo, for example, has 7 security certificates and 4 data protection and use certificates, and also Ninsaúde's Apolo follows the HIPAA (Health Insurance Portability and Accountability Act).
Be online before the appointment time
When using technologies to perform a service, some unforeseen events can happen, such as internet connection problems, your camera or microphone do not work, among others.
Therefore, to avoid unpleasant surprises (for both you and your patient), avoid entering the call at the exact time of the appointment, because if something unforeseen occurs, you can act by looking for a solution and work around the situation.
Maintain a humanized service
Although many claims that technology can distance people, telemedicine has the opposite role as its main role: bringing patients and health professionals together, even without physical contact.
A good way to show a difference in this is to prepare the patient properly for the consultation. One tip is to send in advance some instructions on how to access the video call, to ensure that there are no technical problems for both parties.
In this sense, when delivering a personalized digital relationship to your patient, it is also possible to maintain contact with him outside the clinic or office safely and can strengthen the bonds of trust.
Did you like these tips? Keep following the blog for more news. If you are not yet a Ninsaúde Apolo customer, and you need software with integrated telemedicine, contact us and request a call from our salespeople. Go to the Apolo website.