A Patient Guide for Self-Advocacy in Telehealth

Telehealth can be an excellent tool for patients who have additional needs, perhaps due to location, age, medical conditions, or cultural bias. In fact, sometimes it may feel easier to advocate for yourself and be heard during a virtual doctor’s consult than at an in-person visit. Having a remote consultation allows you to prepare yourself and stay more relaxed and at ease. It can also help overcome communication barriers and biases. The MediCompare guide provides practical tips on how to champion your cause and be understood.

First, let’s look at what self-advocacy actually means in the context of telehealth appointments. As a patient, understanding your needs, rights, and preferences is a significant first step to a positive online experience and achieving better outcomes.

• Active Participation: While your doctor may be the one with the medical knowledge, you know your body best. Treat your doctor as an equal partner and actively engage them during the consult.
• Prepare and Speaking Up: Getting clear on your needs comes first, so it’s a good idea to prepare before the consult. This will allow you to communicate your needs effectively. You’ll also be less likely to forget anything and may be able to voice any concerns more clearly and promptly. (It’ll help you avoid blanking during the consult.)
• Understanding Rights: Knowing your rights will help you feel more assured during the consult. You may be able to voice concerns better or ask for alternatives. The Australian Charter of Healthcare Rights [1] sets out what patients can expect. This includes the right to partnership, information, and respect. If you’re new to telehealth, it may also be helpful to read up on what to expect on the Digital Health Agency’s website [2]. This may calm your nerves.
• Overcoming Negativity: This is especially relevant if you have had bad experiences with medical professionals in the past. Perhaps you belong to a marginalized group or have been exposed to medical misogyny as a woman. If you need additional support, speaking to a free counsellor or social worker before your appointment may be helpful. Several organisations are offering free helplines, including SANE [3]. This may help you determine how to stay centered and calm during your telehealth appointment.

Advocating for yourself in a telehealth setting can be easier if you’re well-prepared in a technical sense, too. It’ll give you a sense of feeling in control and ready. Here is what you can control:

• Technical Setup: Before your appointment, double-check the technical requirements. Do you need to download an app or click on a link to join a virtual waiting room, perhaps? Or maybe your provider will be calling you, so your phone should be on and taken off silent. You can often find details in a telehealth provider’s FAQs or ask their customer service team or live chat to provide you with a detailed explanation of what you need.
• Privacy and Space: If you can request a specific time for the appointment, clear your schedule for about 15 minutes before the appointment time and set aside a good hour or so. Plan on being in a private space. Good lighting to show your doctor any visible symptoms via video call, as well as steady and reliable connectivity, are also key.
• Communication: If you do not speak English well, arrange for a free translation service (for example, TIS [4]) or a trusted carer or friend to assist you. The same applies if you know you sometimes have trouble communicating clearly or understanding medical professionals. A friend or carer in your corner can remove potential communication barriers.

Make a plan before your consult, where you write down steps to take before, during, and after the appointment. Even if you may not end up needing or using it, it’ll help you check your boxes and make the most of the call.

Preparation:

• Create a list of symptoms, current medications, known allergies, and any relevant medical history.
• Prepare to voice your needs by writing down the most critical questions. This should include what you want from the consultation, e.g., a prescription, referral, second opinion, treatment plan, or the like.

During the Consultation:

• Listen fully, ideally by taking notes. This will help you understand the doctor better and enable you to ask questions. You can also refer back to it later or ask somebody else to help you make sense of it.
• Ask questions and follow-ups. It’s essential you try to clarify any doubts, especially regarding your treatment plan, any medications, or necessity of tests. This may also include expressing preferences, such as any issues with certain antibiotics or other medications you have taken previously.
• Repeat what you understood the doctor said back to them, if it helps you gain clarity. By stating a treatment plan out loud, you are more likely to remember details. You also allow the doctor to notice if there has been any misunderstanding. This could include understanding when and how you will receive your eScripts or referrals and what steps to take next.

After the Consultation:

• Write down the next steps and check you’ve received everything you need, such as eScripts. Double-check all documents have the correct details, including your name, Medicare number, and the date.
• Know where to go next for additional assistance if required and take action straight away. You’ll be more likely to be motivated and remember everything from your doctor’s consult. For example, you may want to contact the right specialist straight away, book in any further tests, or order medication.

Self-advocacy matters in telehealth. Being prepared and speaking up for yourself can lead to better outcomes. As you may be speaking to a health care professional you have never consulted before, you also give the doctor a better chance of providing treatment tailored to your needs. What’s more, having a positive experience during your call will boost your confidence and make you more likely to reach out next time. It can also increase your confidence in the treatment plan itself, which means you are more likely to comply with and continue the doctor’s recommendations, leading to better overall health.

This article is for informational purposes only and is no substitute for professional medical advice. Please choose your provider with care. Always consult your doctor or a qualified health professional regarding any health-related questions or concerns.

[1] https://www.safetyandquality.gov.au/our-work/partnering-consumers/australian-charter-healthcare-rights
[2] https://www.digitalhealth.gov.au/initiatives-and-programs/telehealth
[3] https://www.sane.org/information-and-resources/facts-and-guides/self-advocacy#:~:text=Self%2DAdvocacy%20*%20Self%2Dadvocacy%20is%20about%20speaking%20up,are%20respected%20and%20appropriate%20support%20is%20provided
[4] https://www.tisnational.gov.au/