Six telehealth scenario examples, with the first line that works
Video visits go wrong in a handful of ways: privacy, safety, the tech, and what you see on screen. Each example shows the moment, the first line that works, and why.
The partner just off camera
A client joins a therapy visit from her bedroom. Her partner moves around just off camera and sometimes answers for her. She says it's fine and doesn't want to make it awkward.
What to say first“I'm glad you're here. Before we start, I want this time to be just for you. Is there a spot where no one else can hear us?”
Why it works: It frames privacy as care, not suspicion. If privacy can't be set up, pausing or rescheduling is the right call.
Practice it: Protect privacy before a telehealth session begins →The father who answers for his son
A father sits in on every video session and answers for his adult son. The son goes quiet whenever his dad speaks. Ask the wrong way and the father feels pushed out.
What to say first“Thank you for being such a big part of his support. I'd like a few minutes alone with him, which is how I start with every client. Could we catch up together at the end?”
Why it works: It credits his role before asking for space. Then it gives him a clear way back in.
Practice it: Ask a family member to step out of a telehealth session →The call that drops at the worst moment
A client was sharing something painful when the video froze and dropped. When you reconnect, he says this is pointless and he wants to stop.
What to say first“That froze right when you were telling me something hard. I'm sorry. How are you doing right now?”
Why it works: It names what happened before any logistics. Then you agree on a backup plan if the call drops again.
Practice it: Reconnect after a video session drops →The patient who says she's fine
A home health patient says she's fine. On screen she looks tired, and she pauses to catch her breath between phrases. She doesn't want to be a bother.
What to say first“I'm glad to see you. You look a bit more tired today, and I noticed you're catching your breath. When did that start?”
Why it works: It names what you see and asks one specific question. Now “fine” isn't the only answer left.
Practice it: Check on a home health patient over video →The missed video visit
A patient missed her video visit because the link didn't work. She waited ten minutes, then gave up. She's embarrassed and a little annoyed.
What to say first“I'm sorry the link let you down. Ten minutes is a long wait. Let's get you rebooked, and I'll walk you through joining so it works next time.”
Why it works: No blame, a quick fix, and a clear plan. She hangs up ready for the next visit.
Practice it: Follow up after a missed video visit →The photo of a wound
A home health nurse needs a photo of a worsening leg wound so the clinician can review it. The client worries the picture could be shared with family.
What to say first“That's a fair worry. The photo is for your care team, so the clinician can check the wound. It's your choice. If you'd rather not, I'll call the clinician and describe it instead.”
Why it works: It answers the privacy question first and makes saying no a real option. The wound still gets reviewed either way.
Practice it: Obtain permission to photograph a wound for remote review →
