Hutton Jennie, Michael Veal, Miller Suzanne M, Baines Belinda, Kirjanenko Marija, Sher Loren, Lawrence Joanna, Boyd James, Semciw Adam, Jessup Rebecca, Talevski Jason
Victorian Virtual Emergency Department, The Northern Hospital, Northern Health, Melbourne, Victoria, Australia.
School of Psychology and Public Health, La Trobe University, Melbourne, Victoria, Australia.
Emerg Med Australas. 2025 Feb;37(1):e14543. doi: 10.1111/1742-6723.14543. Epub 2024 Dec 3.
Over recent years, emergency telehealth has developed rapidly in Australasia. From the patient's perspective, establishing trust with a healthcare provider is uniquely challenging when using the audio and video modalities commonly used in telehealth. It is crucial to consider how we may improve the delivery of care through this emerging pathway if high-quality care is to be delivered. Several simple techniques have been identified in the literature and can be employed to create trust and improve the patient-provider relationship. These include ensuring privacy and an appropriate setting for the consultation; considering how eye contact and expressions are best used; providing alternative options to telehealth; and clearly identifying names, roles and qualifications. We describe how these methods can best be employed in the virtual emergency care setting.
近年来，急诊远程医疗在澳大拉西亚地区发展迅速。从患者的角度来看，在使用远程医疗中常用的音频和视频模式时，与医疗服务提供者建立信任具有独特的挑战性。如果要提供高质量的医疗服务，考虑如何通过这条新兴途径改善医疗服务的提供至关重要。文献中已经确定了几种简单的技巧，可以用来建立信任并改善医患关系。这些技巧包括确保隐私和为会诊提供合适的环境；考虑如何最好地利用眼神交流和表情；提供远程医疗的替代选择；以及清楚地表明姓名、角色和资质。我们将描述这些方法如何能在虚拟急诊护理环境中得到最佳应用。
