Public Input on Bedside Manner and Virtual Care

At BC-PAN’s recent meeting, CPTBC, along with college partners, asked public advisors for input on communication between health care providers and patients, specifically with regards to non-technical skills – sometimes referred to as “bedside manner.”

Regulators also invited insights about public expectations about virtual care. Highlights from both discussions are listed below.

Advisor Contributions on Communication

  • Profanity is never acceptable in a professional setting, regardless of whether a person is comfortable with it in their personal life.
  • It is valuable to have a complaints navigator who follows up and follows through with assistance in the complaints process.
  • An advisor has experienced doctors essentially saying “stop talking, I’m the doctor,” and has only had one provider take the time and care to explain how to talk to doctors in a way that they will listen.
  • An advisor said that one of the main issues with the complaints process is that providers are not forthcoming about patient access to the college or other reliable, peer-reviewed resources.

Advisor Recommendations to Improve Virtual Care

  • Make video mandatory
  • No cost or low-cost hubs for folks to access virtual health (private and distraction-free spaces)
  • More guidance for professionals around using virtual care
  • Help the patient know they are in a safe and private place
  • Hybrid model- a balance of virtual and in-person care
  • Increased training for cultural differences

Download a PDF of the summary.