Delivering remote consultations: Talking the talk
Delivering remote consultations: Talking the talk
Introduction: There is an increasing affinity for remote health consultations (including telephone and virtual platforms), enabling new models of accessing services to evolve. Whilst many key skills are transferable from traditional to remote consultations, there is even greater emphasis on verbal communication skills during these interactions.
Purpose: This masterclass considers the communication skills required for delivering remote health care consultations, in particular focussing on: 12 interactional features in an opening sequence of a remote call; active listening; how to offer advice using the Ask-Offer-Ask framework; and subtleties in phrasing and prosody when closing a call that may indicate a level of satisfaction (or otherwise).
Implications: In planning for digitally-enabled services to become mainstream, the differences in communication between remote and face-to-face consultations must be recognised and embraced.
Access to care, Communication skills, Patient preference, Remote consultation, Telehealth
Roberts, L.C.
0a937943-5246-4877-bd6b-4dcd172b5cd0
Osborn-Jenkins, L.
d98b62db-7358-42f8-91de-fc61535d135e
Roberts, L.C.
0a937943-5246-4877-bd6b-4dcd172b5cd0
Osborn-Jenkins, L.
d98b62db-7358-42f8-91de-fc61535d135e
Roberts, L.C. and Osborn-Jenkins, L.
(2020)
Delivering remote consultations: Talking the talk.
Musculoskeletal Science and Practice, [102275].
(doi:10.1016/j.msksp.2020.102275).
Abstract
Introduction: There is an increasing affinity for remote health consultations (including telephone and virtual platforms), enabling new models of accessing services to evolve. Whilst many key skills are transferable from traditional to remote consultations, there is even greater emphasis on verbal communication skills during these interactions.
Purpose: This masterclass considers the communication skills required for delivering remote health care consultations, in particular focussing on: 12 interactional features in an opening sequence of a remote call; active listening; how to offer advice using the Ask-Offer-Ask framework; and subtleties in phrasing and prosody when closing a call that may indicate a level of satisfaction (or otherwise).
Implications: In planning for digitally-enabled services to become mainstream, the differences in communication between remote and face-to-face consultations must be recognised and embraced.
This record has no associated files available for download.
More information
Accepted/In Press date: 19 September 2020
e-pub ahead of print date: 20 October 2020
Additional Information:
Copyright © 2020 Elsevier Ltd. All rights reserved.
Keywords:
Access to care, Communication skills, Patient preference, Remote consultation, Telehealth
Identifiers
Local EPrints ID: 446057
URI: http://eprints.soton.ac.uk/id/eprint/446057
ISSN: 2468-7812
PURE UUID: 558072b5-c6e9-46b2-8d6c-c8e70d387f96
Catalogue record
Date deposited: 19 Jan 2021 17:34
Last modified: 17 Mar 2024 02:44
Export record
Altmetrics
Contributors
Author:
L. Osborn-Jenkins
Download statistics
Downloads from ePrints over the past year. Other digital versions may also be available to download e.g. from the publisher's website.
View more statistics
