% IMPORTANT: The following is UTF-8 encoded.  This means that in the presence
% of non-ASCII characters, it will not work with BibTeX 0.99 or older.
% Instead, you should use an up-to-date BibTeX implementation like “bibtex8” or
% “biber”.

@ARTICLE{LuetkeLanfer:288856,
      author       = {H. Luetke Lanfer and D. Reifegerste and W. Weber$^*$ and P.
                      Memenga and E. Baumann and J. Geulen$^*$ and S. Klein$^*$
                      and A. Müller and A. Hahne and S. Weg-Remers$^*$},
      title        = {{D}igital clinical empathy in a live chat: multiple
                      findings from a formative qualitative study and usability
                      tests.},
      journal      = {BMC health services research},
      volume       = {24},
      number       = {1},
      issn         = {1472-6963},
      address      = {London},
      publisher    = {BioMed Central},
      reportid     = {DKFZ-2024-00503},
      pages        = {314},
      year         = {2024},
      note         = {#LA:M100#},
      abstract     = {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.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.},
      keywords     = {Humans / Empathy / Qualitative Research / Delivery of
                      Health Care / Health Personnel: psychology / Focus Groups /
                      Clinical empathy (Other) / Empathy research (Other) / Live
                      chat (Other) / Qualitative content analysis (Other) /
                      Usability tests (Other)},
      cin          = {M100},
      ddc          = {610},
      cid          = {I:(DE-He78)M100-20160331},
      pnm          = {313 - Krebsrisikofaktoren und Prävention (POF4-313)},
      pid          = {G:(DE-HGF)POF4-313},
      typ          = {PUB:(DE-HGF)16},
      pubmed       = {pmid:38459522},
      pmc          = {pmc:PMC10921626},
      doi          = {10.1186/s12913-024-10785-8},
      url          = {https://inrepo02.dkfz.de/record/288856},
}