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Telehealth Etiquette Training

A Guideline for Preparing Interprofessional Teams for Successful Encounters

Gustin, Tina Sweeney, DNP, CNS, RN; Kott, Karen, PhD, PT; Rutledge, Carolyn, PhD, FNP-BC

doi: 10.1097/NNE.0000000000000680
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Background Telehealth technologies have increased in many health care settings. However, much of the training that occurs regarding telehealth is vendor driven. Training that is typically offered focuses on technical aspects of using telehealth equipment, legal issues, and reimbursement. Rarely does industry training involve soft skills or “screen side etiquette” unique to telehealth encounters.

Purpose The purpose of this article is to present a training program that prepares students with the unique skill set necessary to conduct telehealth visits.

Methods A training program was developed to teach health care students (n = 103) proper telehealth etiquette. Preprogram and postprogram data were collected on students' understanding of telehealth etiquette.

Results Results demonstrate significant improvement in knowledge in all areas of telehealth etiquette following the program.

Conclusion Students recognized some improper telehealth etiquette prior to the program but improved significantly following the program.

Author Affiliations: Assistant Professor (Dr Gustin) and Professor (Dr Rutledge), School of Nursing, and Associate Professor (Dr Kott), School of Physical Therapy and Athletic Training, College of Health Sciences, Old Dominion University; and Nurse Manager for Telehealth (Dr Gustin), Children's Hospital of the King's Daughters, Norfolk, Virginia.

This work is part of a larger teaching and education research activity funded by the Health Resources and Services Administration, Advanced Nurse Education Workforce, award T94HP30910-01-00.

The authors declare no conflicts of interest.

Correspondence: Dr Gustin, DNP, CNS, RN, School of Nursing, College of Health Sciences, Old Dominion University, 4600 Hampton Blvd, Norfolk, VA 23529 (thaney@odu.edu; Tina.gustin@chkd.org).

Supplemental digital content is available for this article. Direct URL citations appear in the printed text and are provided in the HTML and PDF versions of this article on the journal’s Web site (www.nurseeducatoronline.com).

Accepted for publication: February 17, 2019

Published ahead of print: April 19, 2019

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