One of the most important lessons we’ve learned in telehealth is that technology doesn’t replace human connection, it simply changes how we deliver and build the connections. When it comes to telehealth appointments, how we ask questions can make all the difference in patient outcomes, their participation and the care they receive.
This Telehealth Tuesday, we’re focusing on a simple but powerful habit: asking open-ended questions.
Why Asking Open-Ended Questions Matter
In-person visits naturally allow for cues like body language, eye contact, and tone of voice. Patients often open up as they sit in a waiting room or are guided gently through a face-to-face conversation. In a virtual setting, these cues can be muted or missed entirely. That’s why open-ended questions are essential to creating a safe, welcoming space for patients to express themselves.
Example of Open-Ended Question
Instead of:“Are you feeling okay today?”
Ask: “Can you tell me more about how you’ve been feeling lately?”
This small shift gives patients the floor to talk freely, just like they would in a physical exam room.
Tips for Telehealth Providers
- Start with rapport: Open with a few personal or general questions to help the patient feel comfortable on camera.
- Use prompts that invite dialogue: Phrases like “Tell me about…”, “What concerns do you have?”, or “How has this been affecting your day-to-day?” encourage fuller responses.
- Be mindful of pauses in conversation: Silence can feel awkward over video, but a short pause after a question gives patients time to think and respond more thoughtfully.
- Listen actively to the conversation: Demonstrate engagement with verbal affirmations and nonverbal cues like nodding your head or leaning forward, even through a screen.
A More Human Experience, Virtually
At SecureVideo, we provide the telehealth platform that gives providers the tools to connect with patients. When providers ask open-ended questions, they invite trust, connection, and better care outcomes, no matter the distance.