Professional Website Manner in Telemedicine: Real-Life Application for Video Visits, Acute Care and Secure Messaging

Express Talk

April 14, 2019 | 2:15 p.m. – 2:45 p.m. CDT

There is extensive information published and available to clinicians and operational staff in relation to telehealth, how they can set-up their technology troubleshoot issues, and how to integrate it within their current practice. However, there is currently little information provided in relation to professionalism or webside manner within telehealth and how clinicians should conduct and present themselves throughout the interaction with patients, caregivers, or other clinicians at a different health site they might be consulting with to provide care to a patient. Professionalism within telehealth is extremely important, since telehealth has not been fully adopted and it is still a growing portion of healthcare. The ability for a patient to have a good experience with the clinician is extremely important to ensure that the patient wants to have a telehealth experience again in the future.

This session will provide valuable information, practical use cases, and best practices for providers on how to provide professionalism throughout various telehealth interactions and situations. We will walk through and discuss different situations within telehealth based on the audience. There are special considerations that have to be taken into account with each of the different delivery types that will be outlined. For each of the situations (video visit with a patient and caregiver(s), acute care (emergency) situation, or secure messaging) we will walk through how to prepare for the interaction to ensure the provider is well-prepared, how to set-up the environment around them, what considerations a provider should be cognizant of during an interaction, and how they should conclude the interaction. There are key items within each of these interactions that demonstrate why professionalism is important, and this session will highlight these items.


  • Bart Demaerschalk, MD, Medical Director, Mayo Clinic Enterprise Telestroke Program, Mayo Clinic
  • Megan Strole, Health Systems Engineer, Mayo Clinic