Table 8 Recommendations for integrating eHealth in primary care to facilitate relationship and trust building and maintenance

1. While determining the appropriate type of technology to be used in a specific situation, assess the situation and the people involved (patients and providers) to determine their perceptions, expectations, concerns, attitudes, and motives relating to technology.

2. Discuss perceptions, expectations, and concerns of all the involved stakeholders openly and clarify any assumptions or misconceptions that stakeholders may have about each other, specifically relating to how they would like technology to be used (or not) in their care.

3. Consider technology-related (e.g., type of care delivery modality, technology design) and person-related factors (e.g., patient and provider perceptions about technology) in tandem during technology design and implementation to achieve good person-technology fit.

4. Consider the use of communication systems like telehealth when the patient and provider have a pre-established relationship.

5. Train providers in using technology, developing technology-specific communication skills, and adapting existing communications skills for technology-mediated interactions to facilitate relationship and trust building with patients and other team members.

6. Consider how technology may likely impact relationship and trust-building differently among different sociodemographic patient groups during technology design and implementation. Use communication systems like telehealth judiciously and be mindful of patient preferences for technology use, particularly in the case of language barriers and with patients with visual, auditory, and cognitive-behavioural challenges.