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Presentation Description
Institution: --- Select One ---, New Zealand
Background:
Along with the rest of the healthcare sector, there was a rise in the uptake of telehealth services in palliative care in response to Covid-19. The urgent need to protect patients and staff also necessitated a move away from face-to-face interactions. There was widespread concern from health professionals, about the possible disruption to rapport when using telehealth with patients and families at home with little evidence available at the time.
Aim:
This PhD study aimed to explore patient, family, and palliative care professionals’ perspectives of rapport in telehealth encounters in the community.
This PhD study aimed to explore patient, family, and palliative care professionals’ perspectives of rapport in telehealth encounters in the community.
Methods:
An Interpretive Description methodology was used with the Theory of Human Relatedness providing the theoretical framework. Data was gathered in two phases:
An Interpretive Description methodology was used with the Theory of Human Relatedness providing the theoretical framework. Data was gathered in two phases:
- Semi-structured interviews with patients and family members being provided with community palliative care who had received telehealth calls
- Focus groups and individual interviews with health professionals working in palliative care using telehealth.
Data was analysed using Reflexive Thematic Analysis.
Results
Key themes were:
- Health professional vibe- Patients and families had a wide range of experiences in telehealth interactions from relaxed with rapport to uncomfortable without rapport. These were related to the presence and vibe of health professionals.
- Getting on together-Health professionals also had a wide range of experiences from fulfilling to being hung up on.
- Rapport is a soft skill- The health professionals identified the complexity of telehealth calls and the soft skill needed to develop rapport.
Alongside these findings an adapted “Model of rapport and relatedness” was developed which highlights participants experiences of interactions characterised as Connectedness, Disconnectedness, and Pseudo-rapport.
Conclusions
The implications for practice are that rapport is teachable and achievable via telehealth, and that reflective practice, and rapport specific telehealth education and training are recommended.
Presenters
Authors
Authors
Ms Wendy English - The University of Auckland
