Where’s the etiquette? Telehealth etiquette in health professions education and practice: A scoping review

Authors

Rachel Pittmann, MGH Institute of Health ProfessionsFollow
Bobbie Ann Adair White, MGH Institute of Health ProfessionsFollow
Nicole Danaher-Garcia, MGH Institute of Health ProfessionsFollow
Anne Thompson, MGH Institute of Health ProfessionsFollow

Abstract

Background: Past research on in-office provider professionalism has shown an association between patient-provider relationship, patient satisfaction, and healthcare outcomes. Less research has been conducted on the topic of professionalism and communication in telehealth. Telehealth etiquette, or the skills that combine professionalism and communication used during a virtual healthcare visit, has recently emerged in the literature. Purpose: The purpose of this study is to map the evidence of telehealth etiquette within health professions education and practice. Method: A full search using keywords and synonyms of “webside manner” and “telehealth” was conducted in PubMed, CINAHL, and PsycInfo. Search results initially identified 263 publications; 52 duplicates were removed, and 211 were screened for inclusion. Full-text review and data analysis resulted in a total of 49 publications. Publications related to telehealth etiquette use, training, guidelines, perspectives, and research in health professions written in English from across the globe over the past ten years were included. Results: Telehealth etiquette was published in medicine, nursing, and allied health professions, primarily within the United States since 2020, including articles on both professionals and trainees. Telehealth etiquette recommendations were largely based on authors’ opinions and personal experience. The association between telehealth etiquette, patient satisfaction, and healthcare outcomes was established in this study. Sources suggested additional training in telehealth etiquette is needed. Conclusions: Recommendations serve as guidance to promote positive patient-provider relationships and patient satisfaction in telehealth. Future studies are recommended to identify best practice guidelines for both healthcare professionals and patients themselves that will have a positive impact on healthcare outcomes.

Author Bio(s)

Rachel Pittmann, PhD, CCC-SLP, is an assistant professor in Communication Sciences & Disorders and an assistant dean in the Center for Interprofessional Education & Practice at MGH Institute of Health Professions.

Bobbie Ann Adair White, EdD, MA is an associate professor in Health Professions Education at MGH Institute of Health Professions. She is an educator, coach, and consultant. BA teaches in the following content areas: conflict management, teams in medicine, leadership, educational administration, and health professions education.

Nicole Danaher-Garcia, PhD is an assistant professor in the School of Healthcare Leadership at MGH Institute of Health Professions. She teaches quantitative analysis and predictive analytics courses in the Master of Healthcare Data Analytics program and the Master/PhD of Health Professions Education.

Anne Thompson, PT, EdD is Adjunct Faculty in the Master of Health Professions Education (MS-HPEd) and PhD in Health Professions Education programs at MGH Institute of Health Professions.

Acknowledgements

The authors wish to acknowledge and thank librarians Jessica Bell and Lindsey Nichols for their expertise and guidance in the search strategy process.

Recommended Citation

Pittmann R, Adair White B, Danaher-Garcia N, Thompson A. Where’s the etiquette? Telehealth etiquette in health professions education and practice: A scoping review. The Internet Journal of Allied Health Sciences and Practice. 2024 Oct 04;22(4), Article 22.