Virtual Care: Choosing the Right Tool, at the Right Time

The Article in Brief

Virtual Care: Choosing the Right Tool, at the Right Time

Kumara Raja Sundar

Background Kumara Raja Sundar, MD, a family physician at Kaiser Permanente of Washington, uses two media synchronicity theory principles – conveyance and convergence – as a framework for choosing the right medium of care for his patients. Sundar discusses how operating within this framework changed his own practice and decision making during the COVID-19 pandemic, particularly with the use of telemedicine versus in-person clinic visits.

What This Study Found Sundar explains that the theory of conveyance focuses on transmitting and processing diverse information to understand a situation. It requires time to analyze data, create patterns and make conclusions. Convergence focuses on discussing pre-processed information to achieve a mutual understanding of it. It often requires a rapid exchange of information to allow immediate feedback to test and verify each person’s knowledge.

Implications        

• Patients benefit from telehealth’s convenience when they have access to the right technology but that they must also have access to all care options. Doctors must guide patients towards the right care medium that suits them best, in the correct order, and use all those tools efficiently and effectively. It is the only way we will be able to achieve our mission of healing, according to Sundar.