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000288856 1001_ $$aLuetke Lanfer, Hanna$$b0
000288856 245__ $$aDigital clinical empathy in a live chat: multiple findings from a formative qualitative study and usability tests.
000288856 260__ $$aLondon$$bBioMed Central$$c2024
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000288856 520__ $$aClinical 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.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 service, involving semi-structured interviews with health professionals (n = 9), focus group discussions with potential users (n = 42), and two rounds of usability tests between health professionals (n = 9) and users (n = 18). Data were examined using qualitative content analysis.Expected techniques of digital clinical empathy, as articulated by both users and health professionals, involve reciprocal engagement, timely responses, genuine authenticity, and a balance between professionalism and informality, all while going beyond immediate queries to facilitate informed decision-making. Usability tests confirm these complexities and introduce new challenges, such as balancing timely, authentic responses with effective, personalized information management and carefully framed referrals.The study reveals that the digital realm adds layers of complexity to the practice of clinical empathy. It underscores the importance of ongoing adaptation and suggests that future developments could benefit from a hybrid model that integrates the strengths of both AI and human health professionals to meet evolving user needs and maintain high-quality, empathetic healthcare interactions.
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000288856 650_7 $$2Other$$aClinical empathy
000288856 650_7 $$2Other$$aEmpathy research
000288856 650_7 $$2Other$$aLive chat
000288856 650_7 $$2Other$$aQualitative content analysis
000288856 650_7 $$2Other$$aUsability tests
000288856 650_2 $$2MeSH$$aHumans
000288856 650_2 $$2MeSH$$aEmpathy
000288856 650_2 $$2MeSH$$aQualitative Research
000288856 650_2 $$2MeSH$$aDelivery of Health Care
000288856 650_2 $$2MeSH$$aHealth Personnel: psychology
000288856 650_2 $$2MeSH$$aFocus Groups
000288856 7001_ $$aReifegerste, Doreen$$b1
000288856 7001_ $$0P:(DE-He78)8eb7c034317c85ac16b491268dde93d7$$aWeber, Winja$$b2$$udkfz
000288856 7001_ $$aMemenga, Paula$$b3
000288856 7001_ $$aBaumann, Eva$$b4
000288856 7001_ $$0P:(DE-He78)753065f68c8fb4732728045fb653f044$$aGeulen, Julia$$b5$$udkfz
000288856 7001_ $$0P:(DE-He78)48b6078ef28b07f349ecf8de7c5a0659$$aKlein, Stefanie$$b6$$udkfz
000288856 7001_ $$aMüller, Anne$$b7
000288856 7001_ $$aHahne, Andrea$$b8
000288856 7001_ $$0P:(DE-He78)76dcc66f81ef265e1968a39c42318846$$aWeg-Remers, Susanne$$b9$$eLast author$$udkfz
000288856 773__ $$0PERI:(DE-600)2050434-2$$a10.1186/s12913-024-10785-8$$gVol. 24, no. 1, p. 314$$n1$$p314$$tBMC health services research$$v24$$x1472-6963$$y2024
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