Best Practices for Telehealth Lactation Consultations: Ensuring Quality Support in a Virtual Environment

Ileana Berrios, MS, IBCLC

With the increasing demand for remote healthcare, telehealth has become an essential tool for lactation professionals to support breastfeeding families. While in-person consultations are often ideal, virtual consultations offer flexibility and accessibility, allowing parents to receive timely help from the comfort of their homes. To ensure that telehealth lactation consultations are as effective as possible, it’s important to follow best practices that promote high-quality care, build trust, and foster clear communication.

1. Prepare the Right Tools and Technology

To deliver successful telehealth lactation consultations, ensure that both you and your clients have access to essential tools:

• High-Quality Video Platform: Choose a HIPAA-compliant platform such as Zoom for Healthcare, Doxy.me, or VSee. These platforms are secure and user-friendly and provide features that make it easier to share resources during the consultation.
• Stable Internet Connection: We recommend that clients test their internet connection in advance. As a provider, ensure your internet is reliable and that you have a backup plan in case of connectivity issues.
• Adequate Lighting and Camera Angles: Lighting is critical in virtual consultations to ensure you can observe key aspects like breastfeeding latch and infant behavior. Encourage clients to set up in a well-lit area and, if possible, position their camera for optimal visibility of their baby’s feeding position.
• Lactation-Specific Tools: Share videos, diagrams, or mobile apps that can assist during the consultation. These visual aids can help clarify instructions, especially when demonstrating different feeding techniques or using a breast pump.

2. Foster Clear Communication and Trust

Since virtual environments can sometimes feel less personal than in-person consultations, establishing a strong rapport and ensuring clear communication are critical for success:

• Set the Tone with Warmth and Professionalism: Begin by introducing yourself with a warm greeting, asking about the parent’s comfort with technology, and establishing a collaborative tone. Make sure to acknowledge any limitations of the virtual format and explain how you will work together to overcome them.
• Active Listening: Pay close attention to both verbal and nonverbal cues. Virtual consultations may require extra effort to identify the parent’s emotional state, so listen attentively and ask open-ended questions to encourage dialogue.
• Motivational Interviewing: Use motivational interviewing techniques to empower parents to share their concerns and goals. Encourage them to express what has been working well and any challenges they may be facing. This helps build trust and ensures they feel heard and supported.
• Visual Feedback: When offering guidance, use clear and simple language. Demonstrate with your hands or through visuals whenever possible, and ask the parent to replicate what they understood. This helps confirm they grasp the techniques discussed, particularly when addressing latch issues or positioning concerns.

3. Effective Documentation and Care Planning

Just as in-person visits require detailed documentation and planning, telehealth consultations should be carefully documented and supported by a clear follow-up strategy:

• Thorough Documentation: Record important details about the baby’s feeding behaviors, the parent’s concerns, and any guidance provided during the consultation. Accurate records will allow you to follow up with personalized feedback and support.
• Develop a Personalized Care Plan: At the end of each consultation, provide the parent with a clear care plan that includes actionable steps and any recommended resources, such as links to videos or handouts. Whether it’s adjusting a feeding position or helping them set up a pumping schedule, a well-defined plan helps parents stay on track.
• Follow-Up and Continued Support: Schedule a follow-up session or encourage clients to reach out via email or messaging if they encounter any issues. Consider offering additional resources, such as a check-in via phone or a support group, to maintain ongoing care and ensure they feel supported between consultations.

4. Addressing Common Challenges in Virtual Lactation Consultations

Telehealth lactation consultations present unique challenges, but they can be managed with careful planning:

• Assessing Latch and Positioning: When possible, ask the parent to position their device so you can get a good view of the baby’s latch and feeding. Explain how to adjust angles if needed, and use verbal descriptions or demonstrations to guide them through latch corrections.
• Overcoming Technical Issues: If the connection is unstable, suggest switching to a phone call or rescheduling for a time when the internet may be more stable. Always have a backup plan ready.
• Building Confidence in Parents: Without the hands-on element, parents may feel uncertain about their technique. Reassure them that they’re doing well and encourage frequent practice. Small affirmations go a long way in boosting a parent’s confidence during telehealth sessions.

5. Ensuring Access and Inclusivity

It’s important to recognize that not all families have equal access to the tools required for telehealth consultations:

• Assess Accessibility: Ensure that your platform can be accessed on multiple devices, including smartphones, and be mindful of clients who may not have access to high-speed internet.
• Offer Language and Cultural Support: Provide interpretation services when needed to support non-English-speaking families. Consider cultural factors that may influence breastfeeding practices, and ensure that your advice is relevant and respectful of the client’s background.

Conclusion

Telehealth lactation consultations can be just as effective as in-person visits when conducted with attention to detail, proper tools, and clear communication. By following these best practices, you can ensure that breastfeeding families receive the high-quality support they need, even in a virtual setting. With continued use of telehealth, lactation professionals can expand access to care and help more parents successfully navigate their breastfeeding journey.