Berry College Department of Communication, P.O. Box 299 Berry College, Mt. Berry, Georgia 30149, USA.
Floyd Family Medicine Residency, 304 Shorter Ave NW #201, Rome, GA, 30165, USA.
Patient Educ Couns. 2020 Feb;103(2):410-413. doi: 10.1016/j.pec.2019.08.016. Epub 2019 Aug 21.
Empathy is a crucial component of the provider-patient relationship. This research tested a list of 18 verbal statements and 21 nonverbal actions, which healthcare providers can use to provide empathy.
Prior to rating the statements and behaviors for empathy, 466 participants were randomly assigned in an online experiment in which participants were asked to imagine they were in a medical appointment where they were experiencing either general stress, receiving bad news, or learning of a medical error which made them become emotional.
Results indicated the most highly rated statement was "My entire staff is here for you." The most highly rated nonverbal action was spending extra time with the patient. Expectations of empathy were found to rise with severity of context.
This research found statements/actions of empathy can be tailored to the context of the appointment.
This research can be used to provide concrete examples regarding the frequently offered advice that physicians provide empathy to their patients.
同理心是医患关系的重要组成部分。本研究测试了一份由 18 个口头陈述和 21 个非言语行为组成的清单，医疗服务提供者可以使用这些清单来表达同理心。
在对这些陈述和行为进行同理心评估之前，466 名参与者被随机分配到一个在线实验中，参与者被要求想象自己正在接受医疗预约，他们正在经历一般压力、收到坏消息或得知一个导致他们情绪激动的医疗错误。
结果表明，评价最高的陈述是“我的全体员工都在这里为您服务”。评价最高的非言语行为是花更多的时间陪伴患者。研究发现，同理心的期望会随着情境的严重程度而上升。
这项研究发现，同理心的陈述/行为可以根据预约的情境进行调整。
这项研究可以为经常提供的建议提供具体的例子，即医生向患者表达同理心。
