Patients preferences for communication during video consultations

Sanae Mazouri-Karker; Olivia Braillard; Robin Lüchinger; Nadia Bajwa; Sophia Achab; Patricia Hudelson; Mélissa Dominicé Dao; Noëlle Junod-Perron

doi:10.1016/j.pec.2023.107894

Patients preferences for communication during video consultations

Patient Educ Couns. 2023 Oct:115:107894. doi: 10.1016/j.pec.2023.107894. Epub 2023 Jul 13.

Authors

Sanae Mazouri-Karker¹, Olivia Braillard², Robin Lüchinger³, Nadia Bajwa⁴, Sophia Achab⁵, Patricia Hudelson², Mélissa Dominicé Dao⁴, Noëlle Junod-Perron⁴

Affiliations

¹ E-health and Telemedicine Division, Geneva University Hospitals, Geneva, Switzerland. Electronic address: dr.mazouri@cmtb.ch.
² Primary Care Division, Geneva University Hospitals, Geneva, Switzerland.
³ Faculty of Medicine, University of Geneva, Geneva, Switzerland.
⁴ Primary Care Division, Geneva University Hospitals, Geneva, Switzerland; Faculty of Medicine, University of Geneva, Geneva, Switzerland.
⁵ Primary Care Division, Geneva University Hospitals, Geneva, Switzerland; ReConnecte Unit, Addiction Division, University Hospitals, Geneva, Switzerland.

PMID: 37480793
DOI: 10.1016/j.pec.2023.107894

Abstract

Objective The aim of our simulation-based study was to explore patient preferences for physician behaviours in video consultations METHODS: We conducted an exploratory study in outpatient setting in Geneva, Switzerland.Patients were invited to watch two variations videos of six simulated physician communication behaviours (camera framing, gaze orientation, initial talk at the opening phase, privacy reminder, pauses, empathy)and to indicate which one they preferred RESULTS: 417 patients watched three different video-recorded encounters. Most patients preferred framing with both face and bust (50.7 %) versus face alone (21.8 %). They valued eye gazing towards the camera (42.9 %) versus eye gazing shifting between screen and camera (13 %). The social talk related to the connection quality was appreciated (43.1 % vs 17.1 %) as well as the privacy reminder (80.8 % vs 6.5 %). Patients preferred short rather than long pauses after physician's statements (63.9 vs 14.9 %) as well as expressive rather than neutral nonverbal behaviour (46.7 % vs 17.6 %). CONCLUSION: Our results confirm that patients prefer the use of video specific communication behaviours recommended by experts except for shifting eye gaze and long pauses after physician's statements. PRACTICE IMPLICATIONS: Given the increasing use of video consultations, video communication "best practices"should be systematically addressed in physician training.

Keywords: Ehealth; Patient centered communication; Physician's behaviour; Telemedicine; Video consultation.