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Loss of Connection and Mistrust
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| Clinicians |
“It's been a little bit challenging not seeing people in person. Because I think that it makes it harder to... really get a sense of what the patient is thinking or answer questions they have...I think [in-person visit] makes it easier to read the patient's reaction.” (Clinician 18) “I think you're losing a lot of the multi-dimensionality….When you're just doing it by a screen, you're not seeing body language necessarily, you're not aware of eye contact, you're not aware of other people in the room and their reactions. I find you lose a lot of sort of those additional clues as to how things are going and the reaction of the person.” (Clinician 1) “It's convenient, but I think you miss out a lot. Sometimes…the connection is lost, that sort of human connection. I find it difficult to get a sense of how well they're doing. It's easy to smile on camera and say, ‘Everything's fine.’ You just don't get a good sense of how people are doing so I'm making more and more people come in.” (Clinician 8) “Talking about major issues in their health and trying to garner [patients’] trust and appeal to them, sometimes can feel a little bit... distant. I think it's more powerful in person, usually.” (Clinician 19)
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| Patients |
“There's always an occasional technical glitch. You can't connect for some reason. All this technology, it's basically dehumanizing us. I think it does take away…the personal contact. I do miss that. Especially meeting with the staff.” (Patient 35) “Not only do I like seeing my doctors medically, I like [talking] to them and hear what’s going on with their lives.” (Patient 12)
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Challenges discussing bad news
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| Clinicians |
“Much more [difficult with] telehealth because you're not even there physically in the same space, which you can't even hand them a tissue box or something.” (Clinician 13) “I just had a conversation with this 22-year-old about her life expectancy over the phone. That was not fun. I try to save it for in-person.” (Clinician 8)
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