Litendahl Maija, Kaihlaniemi Juulia, Autio Olli, Kähkönen Outi, Oikarinen Anne
Research Unit of Health Science and Technology, Faculty of Medicine, University of Oulu, Oulu, Finland.
Department of Nursing Science, Faculty of Health Sciences, University of Eastern Finland, Kuopio, Finland.
Nurs Open. 2025 Apr;12(4):e70218. doi: 10.1002/nop2.70218.
In recent years, the significant expansion of remote healthcare services has introduced effective new treatment models. Correspondingly, remote counselling through telephone and digital methods has witnessed substantial growth. The dynamic interaction between healthcare professionals and counselling content is crucial during remote patient consultations, directly impacting outcomes and overall healthcare burden. Our aim was to explore healthcare professionals' perceptions of the use of emotional intelligence in the context of remote counselling.
Qualitative descriptive study.
A snowball method was used to identify potential participants for the study. Six semi-structured focus group interviews were conducted to capture the perceptions of the participants. Interviewees (n = 16) were healthcare professionals from Finnish healthcare organisations. Inductive content analysis was used to analyse the data.
Two main categories were found related to the use of emotional intelligence during remote counselling. Firstly, healthcare professionals described emotional intelligence as being expressed through dialogue during remote counselling. Emotional intelligence was achieved through realising reciprocity and using emotional intelligence skills during remote counselling. Secondly, they identified factors that shape the use of emotional intelligence. The identified factors included: individual characteristics in the manifestation of emotional intelligence, unique aspects of the remote counselling environment and competencies that enhance emotional intelligence skills.
Healthcare professionals indicated that dialogical interaction with patients enables the use of emotional intelligence in remote counselling. Interpreting patients' emotions and providing emotional support were perceived as challenging in the context of remote counselling. Those challenges may lead to misunderstandings or weaken the quality of counselling.
No patient or public contribution.
近年来，远程医疗服务的显著扩展引入了有效的新治疗模式。相应地，通过电话和数字方式进行的远程咨询也大幅增长。在远程患者咨询过程中，医疗专业人员与咨询内容之间的动态互动至关重要，直接影响结果和整体医疗负担。我们的目的是探讨医疗专业人员对在远程咨询背景下使用情商的看法。
定性描述性研究。
采用滚雪球法确定研究的潜在参与者。进行了六次半结构化焦点小组访谈，以了解参与者的看法。受访者（n = 16）是来自芬兰医疗保健机构的医疗专业人员。采用归纳性内容分析法对数据进行分析。
发现了与远程咨询过程中使用情商相关的两个主要类别。首先，医疗专业人员将情商描述为在远程咨询过程中通过对话来表达。情商是通过在远程咨询过程中实现互惠并运用情商技能来达成的。其次，他们确定了影响情商使用的因素。确定的因素包括：情商表现中的个人特征、远程咨询环境的独特方面以及增强情商技能的能力。
医疗专业人员表示，与患者的对话互动能够在远程咨询中使用情商。在远程咨询背景下，解读患者情绪并提供情感支持被认为具有挑战性。这些挑战可能导致误解或削弱咨询质量。
无患者或公众参与。
