How do you incorporate a human touch in virtual healthcare interactions facilitated by health tech? Share an example that emphasizes empathy.

In virtual healthcare interactions, I strive to maintain a compassionate connection despite the digital platform. Recently, I consulted with a patient seeking upper blepharoplasty for excess eyelid skin, who also presented with an unexpected unilateral iatrogenic ptosis. Through telehealth, I conducted thorough video consultations to assess their concerns and surgical needs. During our virtual sessions, I took the time to explain the complexities of their condition, using digital tools to show before-and-after simulations and discuss the surgical plan in detail. By addressing both the aesthetic and functional aspects of their eyelids with empathy and clarity, I ensured the patient felt fully informed and supported throughout their journey, illustrating how technology can enhance rather than detract from personalized care in plastic surgery.

When following up with patients virtually, record short personalized video messages instead of plain text emails. For instance, you can address specific concerns they've mentioned, offer encouragement, and demonstrate empathy through facial expressions and tone of voice. This makes the interaction more personal and shows genuine care.

Incorporating a human touch into virtual healthcare is essential, especially when dealing with sensitive mental health issues. I prioritize creating a warm, welcoming environment through small but impactful details. For example, during video sessions, I always ensure an uncluttered space and use soft lighting to imitate a peaceful, in-person office setting. Additionally, active listening is key. I maintain eye contact, nod, and use affirming words to convey empathy. Once, I worked with a client who struggled with the pressures of helicopter parenting. By acknowledging their feelings and sharing a bit about my personal experience with similar dynamics, I was able to build trust and provide support that felt genuinely personal and empathetic.

Although AI, as it continues evolving, can make technology itself more 'personable' and responsive, I believe the true empathy in healthtech comes during the genesis, purpose, and design of the products and services. Heathcare technology should allow clinicians to spend more time with patients, whether virtual or in person, by alleviating mundane documentation and coordinating tasks. It also should advance access and improve care by providing monitoring and notifications, care coordination, and telehealth. The empathy in healthtech, therefore, is when it is used to enable true human interaction and better care, especially for underserved or vulnerable patients. An app that allows patients to get timely care in their homes, for instance, can make a huge difference in that patient's life, so long as it's easy to use and readily available.

Human touch is important in virtual healthcare interactions. But the problem is that it requires significant human resources. Resources that are limited in capacity. To bridge this gap and ensure human touch is given where it is needed the most, health professionals can utilize health tech. For example, some practices are using Keragon (an automation platform) to achieve this level of triaging during the patient intake process. They use responses from a questionnaire and an AI-based triaging mechanism, which employs both keyword search and rule-based scoring, to determine where human involvement is essential. This is particularly useful for patients who are confused about the process or have sensitive conditions requiring extra care. By routing this smaller subset of patients to medical personnel who can provide full attention, and diverting the larger volume of remaining patients to an automated intake process requiring minimal human intervention, healthcare professionals can maintain a balance between empathy and efficiency in their virtual healthcare interactions.

Virtual healthcare can often feel impersonal, like a fast food experience. I believe in making it personal. Here's how: Human Interaction: Real people handle key parts of the process, ensuring patients feel seen and heard. Personal Emails: We send non-scripted, personalized emails that show genuine concern. Check-Ins: Unprompted messages to check on patients' progress show we're invested in their well-being. Natural Conversations: We encourage empathetic, natural conversations to build trust and comfort. By blending technology with authentic human touch, we aim to create a more caring and connected healthcare experience.