Communication & Virtual Engagement Skills Flashcards

A telehealth practitioner notices a patient's video quality is so poor that facial expressions are unreadable. The most appropriate action is to:

Answer: Suggest switching to phone audio and adapt the assessment accordingly, documenting the modality change

Switching to audio when video quality is inadequate maintains care continuity while the practitioner adapts assessment techniques to the available modality.

Which behavior is most likely to undermine a patient's sense of being heard during a telehealth video call?

Answer: Frequently typing notes without acknowledging the patient

Visible typing without acknowledgment signals divided attention and erodes the patient's sense that the practitioner is fully present.

When delivering difficult news (e.g., a serious diagnosis) via telehealth, a best-practice recommendation is to:

Answer: Deliver the news on video with adequate time allowed, assess the patient's support system, and create an immediate follow-up plan

Delivering serious news via video with time for response, support assessment, and follow-up planning maintains the standard of care virtually.

A practitioner wants to ensure that a patient's limited English proficiency does not create a communication barrier during telehealth. The required accommodation is:

Answer: Arranging a qualified medical interpreter, either integrated into the video platform or via a separate line

Title VI and CMS guidelines require qualified medical interpreters; family members and consumer apps do not meet this standard.

The concept of 'digital body language' in telehealth refers to:

Answer: Non-verbal cues conveyed through digital channels, including response time, emoji use, and typing patterns in messaging

Digital body language encompasses the non-verbal signals embedded in digital communication behaviors that convey intent and emotion.

A practitioner is conducting a telehealth follow-up and the patient reports they forgot what was discussed last session. The most proactive preventive measure for future sessions is to:

Answer: Provide a brief written session summary or action plan via secure messaging immediately after each visit

Secure post-session summaries reinforce key points and serve as a patient reference between appointments.

Which of the following represents a communication competency unique to telehealth that is NOT typically required in face-to-face practice?

Answer: Troubleshooting connectivity issues while maintaining therapeutic rapport

Managing technical disruptions while sustaining the therapeutic relationship is a telehealth-specific competency with no direct in-person parallel.