Patient perceptions of empathy in primary care telephone consultations: A mixed methods study*

Vennik, Jane; Hughes, Stephanie; Lyness, Emily; McDermott, Clare; Smith, Kirsten A.; Steele, Mary; Bostock, Jennifer; Howick, Jeremy; Little, Paul; Leydon, Geraldine; Mallen, Christian; Morrison, Leanne; Stuart, Beth; Everitt, Hazel; Bishop, Felicity L.

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.

Citation

Vennik, J., Hughes, S., Lyness, E., McDermott, C., Smith, K. A., Steele, M., …Bishop, F. L. (2023). Patient perceptions of empathy in primary care telephone consultations: A mixed methods study*. Patient Education and Counseling, 113, Article ARTN 107748. https://doi.org/10.1016/j.pec.2023.107748

• Journal Article Type: Article
• Acceptance Date: Apr 10, 2023
• Online Publication Date: Apr 12, 2023
• Publication Date: 2023-08
• Deposit Date: Jun 26, 2023
• Journal: PATIENT EDUCATION AND COUNSELING
• Print ISSN: 0738-3991
• Publisher: Elsevier
• Peer Reviewed: Peer Reviewed
• Volume: 113
• Article Number: ARTN 107748
• DOI: https://doi.org/10.1016/j.pec.2023.107748