Despite the growing number of advantages of telehealth, you may have some concerns about the inability to see your healthcare provider in-person. If so, you’re not alone. In 2020, the Cisco Webex UX Research team conducted interviews with patients and many expressed the same concerns. We found that these concerns were alleviated through the use of video (vs. audio only calls), as the video technology created a more personal, face-to-face experience.

Based on our comprehensive research, we found that turning video on can enrich your next telehealth appointment in the following ways:

  • Helps foster the patient-provider relationship: When we talked to patients, feeling heard by their provider was one of the biggest indicators of a successful appointment. Because so much of a conversation is revealed through body language and facial expressions, keeping video on leads to a richer, more personal experience. The benefits of video apply not only to new patient-provider relationships, but also existing ones (for example, with your primary care physician).
  • Allows providers to better address your concerns: When we talked to providers, we learned that during in-person appointments, they don’t just rely on your verbal description of the problem. Instead, they look at you holistically, from body language to vitals to physical examination. While some of these methods of examination aren’t possible through virtual visits, video does give the provider more information than audio alone. For example, if you are on your mobile phone, you can point your camera to an area (for example, a dermatological issue) that the provider would like to further examine. This allows the provider to see the problem and suggest further action or treatment.

As we continue to use telehealth to consult with our clinicians, we encourage you to try video to improve your relationship with your provider. To make this process more seamless, Cisco Webex provides high-quality, reliable video for your virtual consultations.

Watch this doctor’s experience with Cisco Webex technology to better connect with patients when delivering difficult diagnoses.

To best prepare for your first telehealth visit, check out our Transitioning to Virtual Healthcare page and the materials provided by your doctor’s office.

Additional Contributors: Laurel Adams, UX Researcher and Mani Pande, UX Research Manager


Nishchala Singhal

UX Researcher

Cisco Webex Design Group