From: Feasibility and acceptability of virtually coaching residents on communication skills: a pilot study
Qualitative Themes | Categorical Labels no. (%) (n = 82a) | Exemplary Quotes | Comments |
---|---|---|---|
Virtual Coaching Minimizes Logistic Issues with More Flexibility | Logistics 10 (12.2 %) | - “Easy scheduling, opportunity for immediate feedback. Easily accessible as people can be in different locations. Saves time on transportation.” [Resident] - “The virtual nature of the visits reduces overall time burden for coaches.” [Coach] | Telemedicine encounters and virtual coaching sessions were considered easier to arrange and offered more flexibility for participants in different locations than in-person coaching, with reduced time spent on transportation. |
Technical Skills are Necessary in Virtual Coaching | Technology 16 (19.5 %) | - “[The challenges are] mostly technical challenges of having multiple people on a Zoom call when the patient is not savvy.” [Resident] | Technical problems and poor technical capabilities of participants were perceived as the biggest challenges of virtual coaching. |
Coach’s Presence as “Fly on the Wall” Observer Possible with Virtual Coaching | Coach Presence 23 (28.0 %) | - “It is easier to ignore the coach’s presence on televisit than in person, which is helpful. [Resident] - “Far less intrusive than being physically present, potentially minimizing the distraction to the patient and trainee of having a third person in a room and allowing a more “natural” conversation to unfold.” [Coach] | The coach could “truly disappear into the background during observations” [Coach]. The coach was repeatedly referred to as a “fly on the wall.” Virtual observations were described as “more natural” and “less stressful” than in-person observations. |
Virtual Coaching Promotes Feedback | Feedback 12 (14.6 %) | - “I really appreciated the observation and feedback. It really helped me to better understand my communication strengths and weaknesses. It was really helpful to debrief shortly thereafter.” [Resident] - “Just one session was immensely valuable in helping me make several small changes to my telehealth visits that I am still doing.” [Resident] | Virtual coaching was seen as an opportunity for immediate feedback; feedback was perceived as useful, particularly in the area of verbal communication. |
Innate Qualities of Telemedicine Enhanced by Virtual Coaching | Characteristics of Virtual Coaching 21 (25.6 %) | - “Challenges encountered in a video visit does not always translate to in-person visits and vice versa. I think it would still be helpful to have in-person coaching in addition to the video session.” [Resident] - “Telehealth encounters have unique communication barriers […] that also need to be taught / optimized.” [Coach] | Virtual coaching was perceived as a unique approach, distinctive from in-person coaching. Also, participants foresaw telemedicine to be commonly used in the future, therefore worth learning skills to make successful. |