A conversation led by Monika Dobrzeniecka (Institute of Mother and Child) with Małgorzata Wywrot, Health Innovation Programs Manager at NIL IN – the Network of Innovative Physicians, exploring how modern communication empowers clinicians in the evolving landscape of e‑health.der of NIL IN – the Network of Innovative Physicians.
E‑health has become firmly rooted in the Polish healthcare system. Teleconsultations, e‑prescriptions and digital documentation are no longer novelties – they have become everyday tools for physicians and part of the patient experience. Yet as technology evolves, a key question emerges: are we equally prepared to protect what matters most in medicine – conversation, understanding, and trust?
In the first interview of the “Medical Leaders Talk” series, Małgorzata Wywrot – Health Innovation Program Manager and leader of NIL IN, the Network of Innovative Physicians – explains why communication in e‑health is becoming a crucial clinical competence, what challenges physicians and patients face today, and what needs to change to make digital medicine safe, effective, and rooted in the doctor–patient relationship.
Monika Dobrzeniecka: Let’s start with a question: is the healthcare system keeping up with the transformation in communication?
Małgorzata Wywrot: E‑health very quickly became part of daily practice – especially during the pandemic – but the way we communicate within this new model has not kept pace with technology. Research from the World Health Organization (WHO) and the OECD shows that the digitalization of healthcare usually focuses on tools, while much less attention is given to the doctor–patient relationship.
In practice, this means we already know how to issue an e‑prescription or conduct a teleconsultation, but we do not always know how to have a good, safe remote conversation. And communication is precisely what most strongly influences patient trust and the quality of medical decision‑making.
How does a conversation in e‑health differ from an in‑person visit?
A teleconsultation is not a “worse version” of a traditional visit – it is simply a different form of contact, governed by its own rules. Studies published in BMJ and The Lancet Digital Health show that the way communication is conducted plays a key role.
The doctor has fewer nonverbal cues and cannot physically examine the patient, so the interview must be more structured and the recommendations very clearly articulated. Without this, misunderstandings are likely. When a conversation is well‑conducted, the quality of care can be comparable to an in‑office visit.
Does this mean that doctors working in e‑health need different competencies?
Yes – and this is not an opinion but a conclusion supported by research. Publications in JAMA and Medical Education show that telemedicine requires greater communication awareness.
Doctors must ask more clarifying questions, verify patient understanding, state their own doubts and reasoning explicitly. This is not about “better manners” – it is about patient safety. Good communication in e‑health genuinely reduces the risk of errors. The Polish Supreme Medical Chamber and initiatives such as NIL IN are working to ensure that physicians in Poland have access to training and tools that help develop these competencies.
Who should be responsible for this?
Responsibility cannot be placed on just one group. It must be systemic. Public institutions should set clear standards, universities should teach digital communication at the undergraduate level, and healthcare providers should offer practical training.
In Poland, the work of the Telemedicine Working Group – bringing together physicians, lawyers, and healthcare system experts – is an important step forward. This shows that discussions about telemedicine quality cannot take place within a single professional environment.
A lot depends on whether we ourselves are willing to grow and learn. Can we point to examples of good practice?
The most effective solutions are simple and practical:
- Short trainings based on real cases
- Teleconsultation simulations
- Clear instructions for patients on how to prepare for a remote visit
This is not about more theoretical courses but about everyday tools that make conversations easier for both sides.
Equally important are information campaigns targeted at different audience groups, showing how to use e‑health and prepare for teleconsultations. Social media campaigns are particularly effective – they reach patients where they spend their time and help educate them, in accessible language, about digital best practices and trustworthy sources of health information.
Let’s move to legal aspects. Are current regulations sufficient?
The law largely covers formal issues: data protection, documentation, liability. But what is missing are clear standards for good communication in e‑health.
The absence of such standards increases physician stress and patient uncertainty. This is an area that needs clarification – to restrict, but to enhance safety and predictability.
And we also need to consider mental well‑being. How do we balance accessibility with the real workload of doctors?
Patients today expect fast access to physicians, which is understandable, especially in a system where access to care is often limited. Problems arise when “availability” starts to mean constant availability – without clear boundaries. Research and clinical experience show that such a model leads to physician overload and increases the risk of burnout.
This is why good work organization is essential: clear rules for contact, triage, the use of medical teams, or asynchronous consultations. Equally important is systemic patient education. Patients should know when a teleconsultation is appropriate, when an asynchronous message is enough, and when an in‑person or urgent visit is necessary.
Another crucial element is educating patients about reliable health information. They must be able to distinguish trustworthy sources from misinformation, know where to find reliable information about health and treatment, and understand that “Dr. Google” is not a medical advisor. An overload of unverified information increases patient anxiety and generates unnecessary consultations, further straining the system.
Public institutions, the medical chamber, and e‑health platforms should play an active role in guiding patients toward credible sources and organizing the health information space.
Patient education does not reduce accessibility – it organizes it and increases the sense of safety. Not every issue requires immediate contact with a doctor, but every issue requires clear information about what the patient can expect and where to find reliable help. Conscious communication on both sides is what allows patient needs and physician capacity to meet.
What would need to change for e‑health to truly work?
If in a few years we could say that e‑health in Poland functions well, it would be because:
- Communication is treated as a clinical competence, not an “add‑on”
- Patients have proper digital literacy, know how to use e‑health systems, prepare for teleconsultations, and distinguish reliable information from misinformation
- Medical staff are trained in digital and communication skills, know how to use secure telemedicine platforms and tools, and can conduct structured, safe conversations
- Doctors have clear standards and systemic support, and both patients and staff know which tools are safe and certified
E‑health is not just about technology. It is primarily about communication, education, and building relationships under new conditions—while using secure, proven digital tools.
The conversation with Małgorzata Wywrot clearly shows that the future of e‑health does not depend solely on new platforms, apps, or technological solutions. Its foundation is conscious, structured, and safe communication – treated on par with other clinical competencies.
Only by combining clear standards, patient education, system‑level support, and physician skill development can we fully unlock the potential of telemedicine – without increasing the burden on medical staff or uncertainty among patients. E‑health is not only a change in tools, but a change in the way we talk about health – and the quality of that conversation directly shapes the quality of care.
Interviewed:
Małgorzata Wywrot – Health Innovation Program Manager and leader of NIL IN – the Network of Innovative Physicians at the Polish Supreme Medical Chamber. She leads programs and initiatives supporting the practical implementation of innovations in healthcare. She specializes in communication in medicine and practical training that supports teams and physicians in daily work. Lecturer at the Medical Centre of Postgraduate Education, School of Public Health, Department of Lifestyle Medicine.
Monika Dobrzeniecka – communication and marketing expert at the Institute of Mother and Child, specializing in translating innovation and technology into language accessible to the public. One of the coordinators of the MCSC Hospital Leadership Innovation competition, responsible for brand development and visibility. Supports startups and public institutions in building relationships and implementing modern solutions in the healthcare sector.