Text-based Patient – Doctor Discourse Online And Patients’ Experiences of Empathy
Martikainen, Silja; Kohonen-Aho, Laura; Seittenranta, Niina; Makkonen, Emilia; Falcon, Mari; Wikström, Valtteri; Saarikivi, Katri (2023-10-19)
Kluwer academic publishers
19.10.2023
Martikainen, S., Kohonen-Aho, L., Seittenranta, N. et al. Text-based Patient – Doctor Discourse Online And Patients’ Experiences of Empathy. Comput Supported Coop Work (2023). https://doi.org/10.1007/s10606-023-09481-8
https://creativecommons.org/licenses/by/4.0/
© 2023, The Author(s). This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article’s Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article’s Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.
https://creativecommons.org/licenses/by/4.0/
© 2023, The Author(s). This article is licensed under a Creative Commons Attribution 4.0 International License, which permits use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons licence, and indicate if changes were made. The images or other third party material in this article are included in the article’s Creative Commons licence, unless indicated otherwise in a credit line to the material. If material is not included in the article’s Creative Commons licence and your intended use is not permitted by statutory regulation or exceeds the permitted use, you will need to obtain permission directly from the copyright holder. To view a copy of this licence, visit http://creativecommons.org/licenses/by/4.0/.
https://creativecommons.org/licenses/by/4.0/
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:oulu-202312083595
https://urn.fi/URN:NBN:fi:oulu-202312083595
Tiivistelmä
Abstract
Empathic responding matters in face-to-face medical consultations. We have previously shown that patients' perceptions of doctor empathy also support positive experiences at an online clinic. However, there is still little knowledge about what types of communication influence patients’ online experiences of empathy. In this study we investigated text-based patient-doctor discourse at an online clinic using an adaptation of the Roter Interaction Analysis System (RIAS). Our aims were 1) to assess the reliability of the adapted RIAS 2) to investigate what characteristics are common during the text-based consultations and 3) to examine how the doctor’s discourse relates to the patients’ experience of empathy online. Based on the inter-rater reliability analyses the conversational clusters of Social (ρ = 0.950), Biomedical (ρ = 0.939), and Technology related talk (ρ = 0.833), Procedural statements (ρ = 0.693) and Agreement (ρ = 0.687) were rated with acceptable reliability. Biomedical topics were most common in both patients’ and doctors’ communication. Patients’ experience of doctors’ empathy was positively correlated with the amount of doctor’s psychosocial talk and procedural statements although the effect sizes were small (ρ < 0.30 for all models). These results encourage the use of personal talk and giving clear instructions to patients about the care process at a text-based online clinic focusing on brief consultations.
Empathic responding matters in face-to-face medical consultations. We have previously shown that patients' perceptions of doctor empathy also support positive experiences at an online clinic. However, there is still little knowledge about what types of communication influence patients’ online experiences of empathy. In this study we investigated text-based patient-doctor discourse at an online clinic using an adaptation of the Roter Interaction Analysis System (RIAS). Our aims were 1) to assess the reliability of the adapted RIAS 2) to investigate what characteristics are common during the text-based consultations and 3) to examine how the doctor’s discourse relates to the patients’ experience of empathy online. Based on the inter-rater reliability analyses the conversational clusters of Social (ρ = 0.950), Biomedical (ρ = 0.939), and Technology related talk (ρ = 0.833), Procedural statements (ρ = 0.693) and Agreement (ρ = 0.687) were rated with acceptable reliability. Biomedical topics were most common in both patients’ and doctors’ communication. Patients’ experience of doctors’ empathy was positively correlated with the amount of doctor’s psychosocial talk and procedural statements although the effect sizes were small (ρ < 0.30 for all models). These results encourage the use of personal talk and giving clear instructions to patients about the care process at a text-based online clinic focusing on brief consultations.
Kokoelmat
- Avoin saatavuus [34264]
Ellei muuten mainita, aineiston lisenssi on https://creativecommons.org/licenses/by/4.0/