My research team has a published a paper on how healthcare staff helped patients get connected to their telehealth visits. Through data collected from interviews with staff (n=9) and patients (n=22) we propose approaches to support access to and usage of video visits and patient portals:
(1) shielding patients from cognitive overload; (2) drawing from long-term memory; (3) supporting the development of schemas; and (4) reducing the extraneous load of negative emotions. You find the full paper here.