At a Glance
- JAMA research reveals patients prefer professional-looking environments during telehealth appointments, particularly backgrounds that mimic traditional medical offices with diplomas
- Providers can enhance the telehealth experience by selecting appropriate, professional backgrounds, using HIPAA- and HITRUST-certified telehealth solutions for privacy, and maintaining patient-centered care by practicing active listening and shared decision-making
- Providers can download and use professional-looking virtual backgrounds that are featured in this article
A recent survey published in JAMA reveals that when it comes to telehealth, providers’ backdrops are an important part of the patient experience. Simply put, providers on screen need to project the same authority, subject matter expertise, and professionalism that’s required for their in-person visits.
Backgrounds, whether in-person or virtual, affect patient perception and trust, comfort levels, and the overall tone of a medical interaction — which can lead to better communication, a more accurate diagnosis, and better patient satisfaction. These in turn affect patient retention, engagement, and, critically, patient health outcomes.
Just as how providers present themselves at the office matters, so, too, does how they show up virtually.
Key takeaways from the survey:
- When it comes to virtual healthcare, patients show a strong preference for professional-looking environments. Backgrounds that mimic traditional medical offices, especially those showcasing credentials like diplomas, top the list of patient favorites.
- Conversely, casual home settings such as kitchens or bedrooms don't sit well with patients. These environments scored poorly in terms of making patients feel at ease and projecting a sense of medical professionalism.
- For healthcare providers looking to enhance the telemedicine experience, the takeaway is clear: opt for office-like settings or well-designed virtual backgrounds that convey a professional atmosphere. This simple step can go a long way in building patient confidence and improving overall satisfaction with remote consultations.
Patients favor professional backgrounds
The study published in JAMA found that patients overwhelmingly favor seeing providers in traditional office settings. Patients were asked to select their preferred environment based on how knowledgeable, trustworthy, caring, approachable, and professional the provider appeared, and how comfortable they were made to feel. Researchers then tallied a composite score based on these 6 domains.
Of the 1,213 patients surveyed, 34.7% of respondents said they preferred a background of a physician’s office with diplomas displayed on the wall.
A physician’s office (without diplomas) came in second at 18.4%. Patients then favored a solid color background, with 14.4% of respondents selecting this option.
The research published in JAMA found that patients are not so keen to see providers in the privacy of their own home, with only 3.5% and 2% of respondents preferring a bedroom or kitchen, respectively, as the background for their telemedicine call.
This preference for professionalism isn't just about aesthetics — it could significantly impact patient trust, comfort, and ultimately, the quality of care. By choosing an appropriate, professional background, providers can create an environment that promotes trust, engagement, and focus on medical care.
“34.7% of respondents said they preferred a background of a physician’s office with diplomas displayed on the wall.”
Telehealth remains an indispensable part of modern care delivery
Virtual consultations have become an essential part of a modern medical practice. An increasing number of patients are gravitating towards remote care options, especially for regular check-ups, mental healthcare, minor health concerns, and chronic disease management. This shift highlights the growing role of digital health solutions in meeting diverse patient needs.
Tebra’s own research supports the need to pay greater attention to the details of a telemedicine appointment. Our 2024 Patient Perspectives Survey found that the demand for telehealth has remained steady since our last survey in 2022.
Other findings include:
- About 30% of patients reported engaging in telehealth consultations last year.
- 23% of patients say they’d be willing to switch providers for access to telehealth appointments.
- Nearly a quarter of patients (24%) say their appointments in the past 12 months were a combination of in-person and virtual.
- More than half (53%) of patients say they prefer to see their provider virtually for follow-ups and check-ins that do not require a physical examination.
What providers can do to boost telehealth experience for patients
Telehealth’s flexibility, cost-effectiveness, and ability to overcome geographical barriers make it indispensable for today’s healthcare. Here’s what you can do as a provider to create a great patient experience for telehealth appointments.
- Opt for an intuitive HIPAA- and HITRUST-certified telehealth solution
Ensuring patients feel confident that their telehealth appointment is private and confidential is key to ensuring a great virtual care appointment. Selecting a HIPAA- and HITRUST-certified telehealth solution keeps patient care private and demonstrates to patients that they can share as they would during an in-person appointment.
Providers can provide efficient care delivery and easily access patient records through the solutions’ integration with your EHR.
- Select an appropriate background
Put patients at ease with a background that conveys professionality and authority. Diplomas establish credentials, while books can help providers appear confident. Well-cared for plants can make the space feel more hospitable. Virtual backgrounds are a simple way to present a professional background regardless of a provider’s actual surroundings.
- Maintain patient-centered care
Ultimately, for a telehealth appointment to be successful, providers must uphold the same tenets of patient-centered care that they would in person. Tebra’s Patient Perspectives Survey found that 47% of patients who have left practices did so because of a poor experience with a healthcare provider. With more healthcare being practiced remotely, it’s essential providers are bringing their best to these appointments, too.
Providers should practice active listening by summarizing what they've heard patients say, and be sure to include patients in shared decision making for care plans. To help patients feel you are making eye contact, remember to look directly at the camera rather than at your screen or at yourself.
“47% of patients who have left practices did so because of a poor experience with a healthcare provider.”
Free downloadable virtual backgrounds
Download these free virtual backgrounds to help ensure a professional environment during your telehealth appointments.
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