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Key Competencies for Clinicians in Virtual Healthcare

Key Competencies Clinicians Virtual healthcare

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The adoption and acceptance of virtual healthcare services in Australia have significantly grown, leading to substantial transformations and improvements in remote healthcare delivery. These enhancements range from increased patient involvement and engagement to healthcare, healthcare accessibility and overall quality of care. However, this strategic shift also demands a unique set of key competencies from clinicians.

To meet the complexity of this ever-evolving landscape, healthcare professionals must encompass the following key competencies and skills:

Coaching Abilities

One of the foremost competencies is the ability to coach patients effectively for virtual healthcare delivery. Coaching skills equip clinicians with the tools to effectively support patients in managing their health, navigating the complexity of their healthcare journey, and making positive changes. It is advisable to undergo training in coaching techniques, including behavioural change techniques, evidence-based coaching techniques, and emotion management & cognitive change strategies to excel in coaching. This comprehensive approach can assist patients in several ways, which is especially valuable in remote care settings:

  • Helping patients understand their conditions, treatment options and self-management strategies.
  • Empowering patients to set realistic health goals, stay motivated and build self-efficacy.
  • Guiding patients through evidence-based strategies for adopting and maintaining healthier behaviours.
  • Making patients feel they have a greater sense of support.

Mastering technical and digital technologies combined with healthcare expertise

Technical and digital technologies complement and extend the reach of in-person healthcare, introducing a new dimension to remote healthcare delivery. Integrating virtual care services with clinical expertise empowers healthcare professionals to assess, treat and support patients in real-time. To achieve this, professionals must not only embrace these technical and digital technologies but also master them as mediums through which clinical expertise flows. Mastery of these mediums enables clinicians to deliver healthcare that transcends geographical and logistical barriers for patients, such as financial constraints and limited time available.

Effective communication

Effective communication is paramount for successful virtual care delivery, yet it poses distinct challenges compared to in-person interactions. Healthcare professionals are encouraged to proactively recognise and address the unique communication hurdles to engage with patients effectively.

Unlike in-person encounters, virtual care relies on an array of technical tools and digital platforms, including video conferencing tools, phone conferencing, apps, and patient portals. However, navigating these tools and platforms can sometimes create a communication disconnect between clinicians and patients, emphasising the need for mastering the proficiency required in their use.

In the absence of physical presence, attentive and empathetic listening assumes a central role. This approach entails actively listening to patients’ concerns, validating their emotions, and responding empathetically. Promoting patient engagement through questions and open sharing enhances remote communication. Demonstrating effective listening skills elevates patient satisfaction and the mastery in remote communication.

Comprehensive Clinical Knowledge

Virtual healthcare professionals must demonstrate comprehensive clinical knowledge. This integration requires adapting clinical expertise to remote patient interactions’ unique challenges and dynamics.

Professionals proficient in remote care understand the need to adjust their clinical knowledge, skills and judgement. For instance, they address the challenges of conducting physical examinations remotely by leveraging comprehensive clinical knowledge and utilising technology to its fullest potential.

This competency empowers these professionals to make well-informed decisions and effectively manage risks, thereby enhancing the quality and safety of care delivery and building trust and rapport with patients.

Ethical Awareness

Virtual care services present unique ethical challenges for clinicians. Upholding principles of integrity, transparency, and respect for patient privacy, rights and autonomy is paramount in these settings. Here are some ethical considerations:

  • Privacy and Data Security – Professionals must ensure the security of patient information and adhere to data protection and privacy regulations.
  • Informed Consent – Obtaining informed consent can be more complex than in in-person settings. In cases where informed consent is not obtained, service provision may be limited unless risk-of-harm necessitates escalation.
  • Equity and Access – Healthcare professionals should strive to provide fair and equitable access to care for all patients.
  • Continuity of Care – When appropriate, ensuring continuity of care is essential. This may involve facilitating referrals or, in urgent situations, transferring patients to emergency services.

Supportive Demeanour

Patients may experience anxiety or uncertainty when receiving care through virtual means, especially when they don’t have a prior relationship with their virtual care clinician. In these circumstances, healthcare professionals play a crucial role in alleviating these emotions, instilling confidence, and fostering trust. Their ability to create a patient-centred experience is paramount.

Within this context, a supportive demeanour means much more than providing clinical guidance. It encompasses listening to patients, acknowledging their concerns, and responding empathetically. Demonstrating genuine care and understanding can significantly impact the patient’s virtual care experience. Patients who feel heard, supported, and cared for are likelier to engage actively in their treatment plans and experience improved health outcomes.

Moreover, virtual care may pose additional challenges in maintaining the patient’s sense of control. Nevertheless, healthcare professionals can help patients navigate these challenges effectively. Demonstrating genuine care and understanding can significantly impact the patient’s virtual care experience, making them feel empowered and in charge of their health journey.

In the ever-evolving field of virtual healthcare, it is essential to acknowledge the significance of additional competencies. Skills like interdisciplinary collaboration, problem-solving, time-management and cultural sensitivity remain highly relevant. These competencies complement the key skills and enrich the quality of care provided through virtual services. 

 

REFERENCES:

van Houwelingen CT, Moerman AH, Ettema RG, Kort HS, Ten Cate O. Competencies required for nursing telehealth activities: A Delphi-study. Nurse Educ Today. 2016 Apr;39:50-62. doi: 10.1016/j.nedt.2015.12.025. Epub 2016 Jan 27. PMID: 27006033.

https://aci.health.nsw.gov.au/__data/assets/pdf_file/0004/651208/virtual-care-in-practice.pdf
https://www.heti.nsw.gov.au/__data/assets/pdf_file/0008/805715/NSW-Health-Virtual-Care-Education-Framework_single-page.pdf
https://www.heti.nsw.gov.au/__data/assets/pdf_file/0004/805756/NSW-Health-Virtual-Care-Literature-Review_Full-Report_single-pages.pdf
https://aci.health.nsw.gov.au/__data/assets/pdf_file/0006/351429/Consumer_enablement_evidence_check.pdf

 

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