How do perceptions of verbal statements and nonverbal actions as empathetic differ by medical appointment context?

Abstract

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.