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

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

doi:10.1016/j.pec.2023.107748

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

Patient Educ Couns. 2023 Aug:113:107748. doi: 10.1016/j.pec.2023.107748. Epub 2023 Apr 12.

Authors

Affiliations

¹ Primary Care Research Centre, University of Southampton, Southampton, UK.
² Primary Care Research Centre, University of Southampton, Southampton, UK; School of Computing, University of Portsmouth, Portsmouth, UK.
³ Patient contributor, UK.
⁴ Faculty of Philosophy, University of Oxford, Oxford, UK.
⁵ School of Medicine, Keele University, Keele, UK.
⁶ Primary Care Research Centre, University of Southampton, Southampton, UK; Centre for Clinical and Community Applications of Health Psychology, University of Southampton, Southampton, UK.
⁷ Primary Care Research Centre, University of Southampton, Southampton, UK; Centre for Evaluation and Methods Wolfson Institute of Population Health, Queen Mary University of London, London, UK.
⁸ Centre for Clinical and Community Applications of Health Psychology, University of Southampton, Southampton, UK. Electronic address: F.L.Bishop@soton.ac.uk.

PMID: 37141693
DOI: 10.1016/j.pec.2023.107748

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.

Keywords: Clinical empathy; Communication; General practice; Mixed methods; Primary healthcare; Qualitative.

Publication types

Research Support, Non-U.S. Gov't

MeSH terms

Adult
Empathy
General Practitioners*
Humans
Patient Satisfaction
Primary Health Care / methods
Referral and Consultation*
Telephone

Grants and funding

NIHR-RP-2014-04-026/DH_/Department of Health/United Kingdom