Table 4.

Compare/Contrast Theme 3- Sensory challenges in CVT to build a patient-provider relationship

Provider quotes	Patient quotes
Provider thinks physical distance makes it harder to build a relationship. “Reaching that warm hand and a smile saying ‘Hi, how you doing today?’ Those things matter and I think they create relationship.”	Patient does not think that telehealth is personal enough to express his/herself. “Well uh, to me it doesn’t seem personal enough. You know you can’t tell her, you know, the true, your gripe, because you can’t explain a lot of things..”
Provider needs to deliberately build a relationship with the patient. “…telemedicine is not just turning on a screen and seeing somebody for 30 minutes and never thinking about them again. You’ve got a commitment to your patients.”	Patient explains the provider is open to listen to what is going on in the patient’s life. “…in telling her what’s going on outside of medical and also this, it’s really good and it’s really handy because they understand, and they know what you’re going through in your lifestyle and also your family and your relationships.”
Provider states making eye contact with the patient is important. “Providers need to make eye contact through the camera – which is not always intuitive, and explain when they need to turn their head away for a minute.”	Patient explains the provider was not attentive and the patient had to speak up to be heard. “I remember when I had my video conference the doctor was really focused on the screen and you really had to speak up and make your point so that she could hear you.”