Techniques of establishing efficient doctor-patient interaction at telemedicine consultations

This article covers a comprehensive study into preparations for and the conduct of telemedicine consultations that would provide for arranging and conducting high-quality remote sessions between a doctor and a patient. The purpose of our study is to detect the factors that have a positive impact on the healthcare services provision level, and to establish a procedure of conducting telemedicine consultations that would allow a clinic to provide medical health quickly, safely and with proper quality and to improve its customer focus. The work is novel in that such studies aimed at defining a telemedicine consultation algorithm have not been carried out in Russia before, therefore, the Department of Medical Informatics and Telemedicine of the Institute of Medicine at the RUDN University decided that it was necessary to hammer out a methodology of medical services provision. As part of the study, we viewed and analyzed pre-recorded telemedicine consultations and put together an expert team consisting of experts in various areas of medicine, as well as of patients. As a result of that work, this article lists and defines common mistakes that lead to conflicts and erode patients’ trust in a clinic, catalogues stages of preparation for a telemedicine consultation making it possible to reduce the number of errors in remote consulting and devises obligatory techniques of remote medical aid.