For many patients, that first telehealth appointment can feel like stepping into uncharted territory. Even in 2025, virtual care is still new to some, especially patients who are less tech-savvy or haven’t used video calls for medical purposes before. Even if they have used telehealth in the past, your process and platform might be different than previous experiences. That’s why it’s crucial for providers to take a few moments at the beginning of the first session with each patient to explain how telehealth works and walk patients through what to expect.
Why It Explaining Telehealth Matters
- Builds Trust
Starting with a simple explanation helps set the tone for a positive and professional experience. Patients want to feel confident that their care isn’t being compromised by the screen between you. By explaining the process clearly, you show them they’re in good hands. - Reduces Anxiety
Some patients may feel nervous about whether their audio will work, how private the session really is, or what to do if they get disconnected. Addressing these common concerns upfront can help patients relax and focus on the reason they’re there. - Sets Expectations
Letting patients know how long the session will be, whether there will be follow-ups, or how to send documents or photos can prevent confusion. It also helps make the visit more efficient for both provider and patient.
What to Cover in Your Telehealth Introduction
A Quick Overview: Start with a friendly “Here’s how this works” statement. Explain that the visit is secure, confidential, and functions just like an in-person visit, just virtually.
What to Do if There Are Tech Issues: Let them know what to expect if the call drops or if their audio or video isn’t working. For example, “If we get disconnected, I’ll call you or send a new link.”
Privacy Reassurance: Briefly explain how the telehealth platform ensures HIPAA-compliance and patient confidentiality. This helps build confidence in the care they’re receiving.
How to Prepare for Future Visits: Encourage patients to find a quiet, private space for future appointments and make sure their device is charged. You can even offer tips like logging in a few minutes early.
Make Explaining Telehealth Your Routine
Taking a minute or two to walk patients through the telehealth process, especially on their first visit, can lead to better experiences, smoother appointments, and stronger provider-patient relationships. Consider making it a standard part of your virtual care workflow. A little upfront guidance can go a long way in making telehealth feel just as personal, connected, and effective as in-person care.
Need a platform that makes it easy to deliver seamless telehealth visits every time? SecureVideo is designed for providers who want simplicity, reliability, and peace of mind, for themselves and their patients.