Patient perceptions of empathy in primary care telephone consultations: A mixed methods study.
Patient Educ Couns
; 113: 107748, 2023 08.
Article
en En
| MEDLINE
| ID: mdl-37141693
ABSTRACT
OBJECTIVE:
Clinical empathy can enhance patient outcomes. This study examined patients' perceptions of empathy in primary care consultations delivered by telephone.METHODS:
A mixed methods study was nested in a larger feasibility study conducted May-October 2020. Adults reporting a UK primary care consultation in the previous 2 weeks completed an online survey. A sample of survey respondents participated in a semi-structured qualitative interview. Interviews were analysed thematically.RESULTS:
Survey respondents (n = 359) rated practitioners as between 'good' and 'very good' at established patient-reported indicators of clinical empathy. Telephone consultations were rated slightly lower than face-to-face or other consultations. 30 survey respondents were interviewed. Three qualitative themes identified how telephone consultations can shape clinical empathy setting for an empathic encounter; feeling connected; being acknowledged.CONCLUSION:
Primary care patients typically perceive good levels of clinical empathy in telephone consultations; specific features of telephone consultations may facilitate and/or hinder clinical empathy. PRACTICE IMPLICATIONS To ensure patients feel listened to, acknowledged and understood, practitioners may need to increase their empathic verbalisations in telephone consultations. By using verbal responses to demonstrate active listening and by clearly describing and/or implementing next steps in management, practitioners may be able to enhance clinical empathy in telephone consultations.Palabras clave
Texto completo:
1
Colección:
01-internacional
Banco de datos:
MEDLINE
Asunto principal:
Derivación y Consulta
/
Médicos Generales
Tipo de estudio:
Qualitative_research
Límite:
Adult
/
Humans
Idioma:
En
Revista:
Patient Educ Couns
Año:
2023
Tipo del documento:
Article
País de afiliación:
Reino Unido