Webside Manner: Improving Patient-Physician Communication in a Telehealth World

Bedside manner is one of the most important components of a successful physician-patient relationship. Many medical malpractice claims correlate with a patient’s satisfaction level with clinicians and medical staff, especially those alleging poor communication.

As telehealth communication becomes a more permanent part of healthcare delivery, providers must adapt traditional bedside manner to the virtual environment. Without an intentional effort to maintain communication digitally, it can be more challenging for physicians to maintain a positive “webside” manner with patients.

Discover strategies for adjusting to telehealth communication, fostering strong physician-patient relationships, and enhancing patient satisfaction.

What Is “Webside” Manner & How Can We Adapt to a Digital World?

A career in medicine is not just medicine — it also requires rapport and trust between the care team and the patient. Physicians with excellent communication skills are more likely to have patients trusting their medical judgment and treatment plan recommendations. Patient education and effective communication play a large role in establishing a positive physician-patient relationship.

However, several major events have drastically changed the way providers and patients communicate in recent years:

• The COVID-19 pandemic forced many providers to engage in telehealth services like never before.
• The 21^st Century Cures Act has called for immediate access for patients to their healthcare records by providers, mainly delivered via healthcare portal systems.
• The health services industry has grown in its publicity status due to social media and consumer market giants entering the world of virtual healthcare services.

As a result, physicians now often communicate with patients via online portals.

Electronic Health Records (EHRs) have added a significant amount of data, and now a wide range of data is provided to a patient’s portal. Providers must adapt traditional bedside manner to this new digital environment. Often referred to as “webside manner,” this concept describes how physicians and care teams communicate, build trust, and demonstrate empathy during virtual visits.

Strong webside manner goes beyond simply using telehealth technology correctly. Because virtual visits reduce many of the nonverbal cues present during in-person encounters, providers must be more intentional in how they communicate compassion, attentiveness, and professionalism. 

Likewise, physicians and medical staff should communicate the information that will appear in the portal directly to patients during their visit. A conversation with the patient about the immediate release of labs and tests prior to the physician’s review is vital to building patient rapport. Lay out a plan with the patient ahead of time for discussing any abnormal results. Make these conversations a part of your regular interactions with patients.

Effective telehealth communication helps patients feel heard, respected, and confident in their care. In a virtual setting where patients may already feel disconnected, strong webside manner can significantly improve the physician-patient relationship and overall patient experience.

Best Ways to Improve Rapport During Virtual Visits

Even in a digital age, patients need to feel that their provider is listening and responding to their concerns appropriately. That means you need to be more deliberate in how you communicate and engage with patients in order to deliver your best webside manner during telehealth visits. Small adjustments in communication style and workflow can significantly improve patient comfort and satisfaction.

Here are a few best practices you can incorporate to strengthen your own telehealth communication:

Preparing for the Digital Encounter

• Ensure all equipment is working and you know how to use it.
• Ensure you have a private and secure setting that is clear of any distractions.
• Review the patient’s history before the visit.
• Look and act professionally, just as you would if seeing the patient in person.

During the Visit

• Be sure the patient acknowledges that they can hear and see you.
• Before you start the visit, ensure that HIPAA considerations are discussed. Remember this is not a private office setting. This is a visit to the patient’s real world.
• Make sure the patient knows what to do if the connection suddenly cuts off.
• Begin with a personal connection before moving directly into clinical questions.
• Maintain eye contact by looking into the camera rather than watching the screen.
• Limit distractions and create a quiet, professional environment for the visit.
• Speak clearly and avoid rushing through explanations or instructions.
• Pause frequently to allow patients to ask questions or clarify concerns.
• Use active listening techniques, such as repeating key concerns back to the patient.
• Explain moments when you may need to look away from the camera to review records or document notes.
• Summarize the treatment plan, medications, and next steps before ending the visit.
• Ensure the patient understands how and when follow-up communication will occur.

Even simple actions can make virtual visits feel more personal and collaborative. Strong telehealth communication helps patients feel supported, improves understanding, and reinforces confidence in their care team.

Human Connection Still Matters in Virtual Care

While telehealth offers convenience and improved access to care, providers must still be intentional about preserving meaningful patient interactions in a digital setting. Why? Because trust is a major factor in the physician-patient relationship. Establishing a trusting relationship may be more difficult through a telehealth visit. Communicating effectively, with compassion and empathy, is the key to developing a bond with patients.

Patients communicating through telehealth visits need to feel valued and confident that they are being understood. By prioritizing clear communication, compassion, and patient engagement during virtual visits, providers can improve patient satisfaction while strengthening relationships and reducing communication-related risks.

When communicating via telehealth visits, many of the same rules apply as with in-person visits. Organizations that invest in communication training and patient-centered virtual care practices will be better positioned to deliver safe, effective, and trusted care experiences. For great tips on improving the personability of your telehealth program, review this article from The American Medical Association.

Ready to Take Telehealth Communication to the Next Level?

LHA Trust Funds offers resources to help healthcare organizations strengthen telehealth communication, boost patient engagement, and improve safety. From online professionalism training to telehealth risk management guidance, our tools are designed to support providers as digital healthcare delivery continues to grow.

To earn CME or CEU on this topic, physicians and nurses can take Course 97633: Online Professionalism and Ethics in our NetCE online training portal.

For more telehealth resources, visit our telehealth toolkit.

About The Authors

Jamie Lamb
Director of Claims Operations, LHA Trust Funds

Jamie Lamb began her career in claims in 1997. Her experience includes handling multi-line claims in the areas of general liability, medical malpractice, automobile liability, commercial and personal property, excess and umbrella policies, and professional liability. Her experience comes as a former Manager and Litigation Specialist for the American National family of companies. She has been highly involved in the education and training of both internal and external customers her entire career. Ms. Lamb attended both Evangel University in Springfield, Missouri, and Loyola University in New Orleans.

Stacie Jenkins, RN, MSN, CPSO
Vice President of Patient Safety and Risk, LHA Trust Funds

Stacie Jenkins is a registered nurse with a master’s degree in nursing informatics. She has more than 20 years of experience in healthcare, working in patient care and quality/performance improvement positions. As the Vice President of Patient Safety & Risk at LHA Trust Funds, she works closely with hospital administrators, risk managers, and nursing staff to improve patient safety and establish best practices. She conducts on-site assessments and gives presentations designed to help clients address their patient safety risk management challenges.