Preparing Patients For a Virtual Visit

In this video, Peter A. Lio, MD, discusses tips and insights on how to maximize virtual visits for patient and provider utilizing telehealth touching on follow-up visits and patient consultations. Dr Lio is clinical assistant professor of dermatology and pediatrics at Feinberg School of Medicine at Northwestern University in Chicago, IL. He is a member of the Clinical Advisory Committee of the National Eczema Association.

Transcript
Dr Lio: If you do have more of a diagnostic situation, or you really want your doctor or provider to see stuff, some patients are very relaxed about it. They're like, "Can you see? Are you good?" The truth is, for many things in dermatology—this maybe sounds a little controversial, but it's really true—for many things, I don't need to see that much.

Sometimes, patients will send me two dozen photographs with microscopes. It's like, almost never do I need all of that, because so much of it depends on what the story is. Actually, the lion's share is the story. The same goes for especially a follow-up. If you say, "Can I show you a picture of every pore and a close-up?" It's like, "You can. I don't know if it'll change it," because a lot of it is, "How are you feeling about it?" If you're happy and doing great, that actually trumps anything you're going to show me.

That being said, if you are somebody that really wants them to see those high-quality pictures, or especially for a new visit, where it's helpful to get a sense, get those photos to them before. Most offices have a scenario where you can send a high-quality photograph before the visit. Ideally, not at the time, because it's a little stressful if we're having tech issues, and you're trying to send me something. I would ask that you keep them limited to just a hand. Having things put together and ready, having your medicines ready, getting those photos early, all of those really helpful.

Getting a room that's quiet, well-lit, and being ready with the proper equipment. If you can test it before that helps so much. Then also, if you can write down your questions, have them ready to go, so that I want you to feel good about the visit, too, by the end.

It's so much better if they feel like they checked off their list. It makes me so happy with a patient says, "That was a great visit. I feel like we really got some good stuff, and I can't wait to see you." I'm like, "That's an A-plus visit. I want that for every visit."

Obviously, I'm very biased, but I think the National Eczema Association is an amazing resource for patients and families, and I think that is a great place to start. Arguably, there is the entire stack, from the most basic information that anybody can really learn from, all the way up to the experts. We're talking on there. We're sharing ideas. We're sharing state-of-the-art stuff. I really feel like that's the kind of place we want to go. We often have so many voices in atopic dermatitis, and many things on the Internet have advice, and they tell you what it is and what it isn't.

I just would be careful, because one of the things I often say to my patients is, "I'm not interested in being right. I'm not interested in winning an argument against somebody on the Internet. I'm interested in getting you better." I'm also, the difference between and the Internet is that I'm here. I'm accountable. You know where to find me. I am responsible for your care. That's very different than some nameless, anonymous advice on the Internet. It's like, "Oh, well, I know that it's all a conspiracy, and it's just caused by gluten, so cut gluten, and you'll be better." If that works for you, great. I don't advertise my services. I am plenty busy. It's great, and then you don't need me, but I would argue you didn't have atopic dermatitis. You had something else. That's great for you.

For many of my patients, they're so frustrated, because they've heard so many opinions and advice, and everyone has a solution that's easy, but that hasn't worked for them. That's why I'm more interested in that accountability, that follow-up. That's where the magic happens, because we can see what their skin needs. We can try things. We can grow and learn together. We really create what I like to call the therapeutic alliance. We're working together to get you better.