Healthcare providers

Preparing for Virtual Care: Understanding and supporting patients’ needs

Voice-over (VO): Virtual cancer care appointments can be a great way to connect with patients. A little work beforehand can go a long way in making sure you and your patients have a positive experience.

[Members of the healthcare team walk onto the screen from the left. An oversized cellphone slides in from the right. Their patient waves from the screen of the cellphone. The healthcare providers wave back.]

VO: Understanding patients’ concerns about virtual care and supporting them is an important part.

[The healthcare providers fade out. The focus zooms in on the patient, who walks across the screen and through an open door on the right.]

VO: Patients who are unfamiliar with virtual care may be worried or skeptical for many reasons. They may think that they won’t get the same quality of care that they do in person.

[The patient walks to a desk with a laptop. They look worried. A spiral appears next to their head to show that they are thinking about their concerns.]

VO: You can reassure them by listening to them and acknowledging their concerns.

[The focus zooms in on the patient. A circle appears on the left side of the screen. There is an ear in the circle to show that their healthcare team is listening to them.]

VO: It may help to let them know that they will see the same familiar team members and have the same amount of time and undivided attention.

[The patient’s doctor appears on the right side of the screen. They are smiling to reassure the patient.]

VO: Explain that they will be able to test technology and get any instructions they need in advance.

[The patient becomes smaller and moves to the bottom of the screen. Above their head, a tablet with a checkmark on it appears, showing that they will get to test the technology used in their appointments. Pieces of paper with instructions appear behind the tablet. The tablet shifts to the left side of the screen.]

VO: Remind them that if something comes up that can’t be treated virtually, they will get the in-person care they need.

[A hospital building appears above the patient. They look relieved. The scene ends.]

VO: Sometimes, patients’ concerns can be more complicated. There may be other barriers to consider. For example, some people don’t have a safe space for virtual care appointments. Or they may have mental or physical health conditions that make it hard for them to use virtual care.

[The doctor is walking down the halls of a hospital. They look concerned. A thought bubble with a question mark in it appears above their head.]

VO: If something is stopping your patient from getting the most out of virtual care, talk to your team about other ways you can support them.

[The doctor meets 2 other members of the healthcare team in the hallway. Speech bubbles appear over their heads to show that they are talking about how to best care for their patient. Their expressions change from concerned to happy.]

VO: The Canadian Cancer Society is also here to help you and your patients. Visit cancer.ca or call us at 1-888-939-3333. You can also visit our virtual care resource hub at cancer.ca/virtualcare.

[The Canadian Cancer Society’s name, logo, phone number and website address appear in the centre of the screen. The Merck logo appears below with the following text: “Made possible through the support of Merck Canada Inc. The opinions expressed are those of its authors and do not necessarily reflect the views and opinions of Merck Canada Inc.” As the voice-over mentions the virtual care information hub, the URL cancer.ca/virtualcare appears on the screen.]

Preparing for Virtual Care: Tips for healthcare providers

Voice-over (VO): Virtual cancer care appointments can be a great way to connect with a patient. Taking a few steps before the appointment can help make sure you’re both ready to connect.

[Members of the healthcare team walk onto the screen from the left. Their patient walks in from the right. The doctor and patient are bold holding cellphones and the screen is split by a jagged line, indicating they are on a call with each other. Everyone waves and smiles.]

VO: Your office may have given your patient instructions on how to connect with you virtually, such as by phone, video call or another way.

[The patient and the jagged line slide off to the right. The healthcare providers walk across the screen and through an open door into a clinic or hospital. The scene ends.]

VO: In the days leading up to the appointment, it may help to check if the patient has any questions or concerns about how to connect with you.

[The healthcare providers walk up to a desk that has a monitor, webcam, keyboard, mouse, phone, pager and stack of papers on it. The screen splits and the patient appears on the left side of the screen, holding their cellphone and looking worried.]

VO: It can also help to review their file and ask if there’s anything else your patient may need to have the best possible virtual care experience.

[The doctor presses a button on the keyboard and a line connects across the split screen from their monitor to the patient’s cellphone. The phone lights up blue, indicating the patient has received a message. The patient’s expression relaxes. Then the line splitting the screen becomes jagged and the doctor picks up their phone to call the patient. The patient answers their phone.]

VO: For example, would it help them to have a caregiver or translator at the appointment?

[The camera zooms out slightly and the patient’s caregiver walks into the scene from the left. The patient looks at them while still on a call and they put their hand reassuringly on the patient’s shoulder. The call ends and the doctor hangs up the phone. The scene ends.]

VO: There are some things you can do to prepare your own environment for virtual care, too. If you can, have the appointment from a quiet, private space. Turn off your pager, cellphone or email notifications to minimize distractions.

[The doctor is alone at their desk. Suddenly, message notifications appear above the monitor, the phone rings and the pager vibrates. The doctor looks stressed. With a wave of their hand, the notifications, ringing and vibrating stop.]

VO: Make sure there's nothing in your space that might prevent you and your patient from hearing or seeing each other. For example, clear away anything that might block your camera or consider using headphones to minimize background noise.

[Folders of paper pile up on the doctor’s desk, blocking their view of the monitor. Yellow sticky notes cover the webcam and parts of the monitor. Then they all disappear and the doctor has a clear view of their monitor again. They put on headphones, turn on their webcam for a virtual care appointment and smile and wave at the monitor.]

VO: And if you have time between appointments, you may want to have a snack or some water, or step outside for a quick breath of fresh air. Because taking care of yourself is the best way to care for your patient.

[The doctor finishes waving. To the right, an apple and a bottle of water appear in bubbles. The red light on the webcam turns off, indicating the appointment has ended. The doctor closes their eyes to rest for a second, then reaches out and grabs the apple. They look relaxed and happy.]

VO: The Canadian Cancer Society is also here to help you and your patients. Visit cancer.ca or call us at 1-888-939-3333. You can also visit our virtual care resource hub at cancer.ca/virtualcare.

[The Canadian Cancer Society’s name, logo, phone number and website address appear in the centre of the screen. The Merck logo appears below with the following text: “Made possible through the support of Merck Canada Inc. The opinions expressed are those of its authors and do not necessarily reflect the views and opinions of Merck Canada Inc.” As the voice-over mentions the virtual care information hub, the URL cancer.ca/virtualcare appears on the screen.]