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Empathy in patient-clinician interactions when using telecommunication: a rapid review of the evidence

Empathy in patient-clinician interactions when using telecommunication: a rapid review of the evidence
Empathy in patient-clinician interactions when using telecommunication: a rapid review of the evidence
Objectives: the COVID-19 pandemic accelerated the replacement of many face-to-face healthcare consultations with telephone consultations. Little is known about the extent to which empathy can be expressed in telephone consultations. Our objective is to review evidence related to empathy in telephone consultations including clinical outcomes, and patient/practitioner experiences.

Methods: searches of Medline/Ovid and PsycINFO/Ovid were undertaken. Titles and abstract screening, data extraction, and risk of bias were undertaken by two reviewers. Discrepancies were resolved in discussion with additional reviewers. Included studies were specific to tele-communications with empirical data on empathy related to patient outcomes/views, published (in English), 2010–2021. Studies that did not mention empathy explicitly were excluded.

Results: our search yielded 740 individual records and 8 studies (527 patients, 20 practitioners) met inclusion criteria: Some barriers to expression of empathy were noted, but no major obstacles were reported. However, data was sparse and most studies had a high risk of bias.

Conclusion: empathy in telephone consultations is possible, (though the loss of non-verbal cues and touch can present barriers) however the research does not yet identify how.
2772-6282
Budd, Georgina
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Vennik, Jane
6ee78166-5a7a-433b-87fc-018771f20b19
Griffiths, Dan
498ef6e8-769f-45af-b0cf-9dcec3e7e67d
Howick, Jeremy
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Bishop, Felicity
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Durieux, Nancy
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Everitt, Hazel
80b9452f-9632-45a8-b017-ceeeee6971ef
Budd, Georgina
eb7f1fd3-6c53-4704-93cf-a3a74ae6c320
Vennik, Jane
6ee78166-5a7a-433b-87fc-018771f20b19
Griffiths, Dan
498ef6e8-769f-45af-b0cf-9dcec3e7e67d
Howick, Jeremy
0d21085b-6b93-4a4e-8d87-1cc3a83f8768
Bishop, Felicity
1f5429c5-325f-4ac4-aae3-6ba85d079928
Durieux, Nancy
e5dbead6-8578-4eb1-8a30-520b67d0e30c
Everitt, Hazel
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Budd, Georgina, Vennik, Jane, Griffiths, Dan, Howick, Jeremy, Bishop, Felicity, Durieux, Nancy and Everitt, Hazel (2022) Empathy in patient-clinician interactions when using telecommunication: a rapid review of the evidence. PEC Innovation, [100065]. (doi:10.1016/j.pecinn.2022.100065).

Record type: Article

Abstract

Objectives: the COVID-19 pandemic accelerated the replacement of many face-to-face healthcare consultations with telephone consultations. Little is known about the extent to which empathy can be expressed in telephone consultations. Our objective is to review evidence related to empathy in telephone consultations including clinical outcomes, and patient/practitioner experiences.

Methods: searches of Medline/Ovid and PsycINFO/Ovid were undertaken. Titles and abstract screening, data extraction, and risk of bias were undertaken by two reviewers. Discrepancies were resolved in discussion with additional reviewers. Included studies were specific to tele-communications with empirical data on empathy related to patient outcomes/views, published (in English), 2010–2021. Studies that did not mention empathy explicitly were excluded.

Results: our search yielded 740 individual records and 8 studies (527 patients, 20 practitioners) met inclusion criteria: Some barriers to expression of empathy were noted, but no major obstacles were reported. However, data was sparse and most studies had a high risk of bias.

Conclusion: empathy in telephone consultations is possible, (though the loss of non-verbal cues and touch can present barriers) however the research does not yet identify how.

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Accepted/In Press date: 12 July 2022
e-pub ahead of print date: 16 July 2022

Identifiers

Local EPrints ID: 469434
URI: http://eprints.soton.ac.uk/id/eprint/469434
ISSN: 2772-6282
PURE UUID: be43275d-64d6-459b-8334-4364091cd4ea
ORCID for Jane Vennik: ORCID iD orcid.org/0000-0003-4602-9805
ORCID for Felicity Bishop: ORCID iD orcid.org/0000-0002-8737-6662
ORCID for Hazel Everitt: ORCID iD orcid.org/0000-0001-7362-8403

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Date deposited: 14 Sep 2022 16:51
Last modified: 15 Sep 2022 01:51

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Contributors

Author: Georgina Budd
Author: Jane Vennik ORCID iD
Author: Dan Griffiths
Author: Jeremy Howick
Author: Felicity Bishop ORCID iD
Author: Nancy Durieux
Author: Hazel Everitt ORCID iD

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