Digital clinical empathy in a live chat: multiple findings from a formative qualitative study and usability tests.

ABSTRACT:

Background

Clinical empathy is considered a crucial element in patient-centered care. The advent of digital technology in healthcare has introduced new dynamics to empathy which needs to be explored in the context of the technology, particularly within the context of written live chats. Given the growing prevalence of written live chats, this study aimed to explore and evaluate techniques of digital clinical empathy within a familial cancer-focused live chat, focusing on how health professionals can (a) understand, (b) communicate, and (c) act upon users' perspectives and emotional states.

Methods

The study utilized a qualitative approach in two research phases. It examined the expected and implemented techniques and effectiveness of digital clinical empathy in a live chat s

SUBMITTER: Luetke Lanfer H 

PROVIDER: S-EPMC10921626 | biostudies-literature | 2024 Mar

REPOSITORIES: biostudies-literature