For many patients, a first telehealth visit comes with uncertainty. They are not sure what to expect, whether the technology will work, what they need to have ready, or how the appointment will feel compared to an in-person visit. That uncertainty does not have to wait until the session starts to be addressed. The providers who consistently deliver smooth first virtual visits are the ones who do the work of setting expectations before the patient ever clicks their session link.
A few simple steps before the appointment can make the difference between a patient who shows up prepared and engaged and one who spends the first five minutes figuring out their camera.
Tell Patients What Telehealth Is and Is Not
For patients new to virtual care, a brief explanation of what a telehealth visit involves goes a long way. Let them know the appointment will feel similar to an in-person visit, that they will see and speak with their provider in real time over secure video, and that the clinical quality of the conversation is the same. Patients who understand what they are walking into are more comfortable, more talkative, and more willing to share what is actually going on.
It also helps to be upfront about what telehealth cannot do. If there are circumstances where you would recommend they come in person instead, such as if a physical exam is needed or a specific concern arises during the visit, telling them that upfront removes any sense that virtual care is a lesser option. It is simply the right tool for the right visit.
Send Clear Instructions Before the Appointment
Include joining instructions in the appointment confirmation email sent through SecureVideo’s scheduling system. Patients should know:
- How to access their session (click the link in their confirmation email, no app download needed)
- What device to use (computer, tablet, or smartphone with a working camera and microphone)
- Where to be (a quiet, private space with good lighting)
- When to click the link (at their appointment time, where they will enter a virtual waiting room until the provider is ready)
- What to have with them (insurance card, medication list, any notes about current symptoms or questions)
This information does not need to be lengthy. A short, friendly paragraph or a brief bulleted list in the confirmation email covers it. The goal is to remove every question the patient might have before it becomes a reason to hesitate at appointment time.
Use E-Documents to Build Engagement Before the Visit
Patients who complete intake forms before the session arrive more prepared and more invested in the appointment. Sending intake paperwork, consent forms, and any relevant health history questionnaires through SecureVideo’s e-documents feature gives patients a chance to reflect on what they want to discuss before the visit starts. A patient who has spent five minutes filling out their health history is a patient who has already begun thinking about their care. That engagement carries into the session.
It also signals professionalism. Receiving a well-organized intake packet before an appointment tells the patient that this practice takes virtual care seriously.
Manage Expectations About How the Visit Will Flow
Let patients know in your pre-visit communication that:
- They will enter a virtual waiting room when they click their link and will be admitted by the provider when the session is ready to begin
- The provider will be able to see and hear them clearly, and vice versa
- They can ask questions throughout the visit just as they would in person
- If any technical issues arise, the provider will reconnect or reach out to them directly
Patients who know what is coming feel more in control. And patients who feel in control show up on time, stay focused during the session, and are more likely to follow through on care recommendations afterward.
A Quick Pre-Visit Checklist to Share with New Patients
Consider including something like this in your new patient welcome communication:
- Find a private, quiet space for your appointment
- Test your camera and microphone before the session time
- Charge your device or plug it in
- Have your insurance card, medication list, and any questions ready
- Click your session link at your appointment time and wait in the virtual waiting room
That is all most patients need to arrive prepared. SecureVideo’s scheduling and e-documents tools make it easy to build this communication into your standard new patient workflow so that every first-time telehealth patient gets the same clear, professional preparation experience. Learn more about SecureVideo or start a free trial today.