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Connect:
- Smile. When you call a patient, it can help to take a deep breath and smile — even if they can’t see you.2
- Acknowledge. Talk about COVID. Invite your patient to share frustrations, fears or concerns.2
Understand:
- Set the agenda with your patient. Just like an in-office visit, engage the patient to prioritize their health concerns and questions.2
- Teach back. The summary and teach-back are critical to ensure you understand your patient and they understand your recommendations.2
Educate:
- Be brief and memorable. Educational discussions over the phone or telehealth should be kept brief. Follow up by asking the patient questions to help them understand and remember the information.2
- Be a resource. Offer educational materials from reputable sources on the importance of handwashing, physical distancing, or mask wearing.2
Empower:
- Reassure. Remind the patient that they can call with questions or concerns about COVID any time.2
- Activate. Let the patient know they can follow up via the portal and help them take charge of their online health profile.2
References
1. Johnson & Johnson Medical Devices Companies Elective Surgery Survey. Accessed August 4, 2020. About the Survey: This survey was conducted online within the United States by The Harris Poll on behalf of DePuy Synthes from July 9-13, 2020 among 2,016 U.S. adults ages 18 and older. This online survey is not based on a probability sample and therefore no estimate of theoretical sampling error can be calculated. (CLICK TO PDF)
2. American Academy of Family Physicians. “10 communication tips for physician phone visits during COVID-19.” Accessed September 1, 2020. Available at: https://www.aafp.org/journals/fpm/blogs/inpractice/entry/telephone_visit_tips_2.html.
The information on this site is for educational purposes only and is not medical advice. Always talk to your doctor before you make decisions about your health.
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