Understanding digital clinical communication in healthcare: A qualitative synthesis.

Abstract

The use of digital tools for two-way, real-time clinician-patient interactions has significantly increased, especially since the outbreak of the COVID-19 pandemic. This qualitative synthesis examines existing qualitative and mixed-method studies with qualitative components to capture the experiences of clinicians and patients using digital tools for real-time communication post-pandemic. A thematic synthesis approach was applied, reviewing 97 studies sourced from six databases. The synthesis identified three descriptive themes and two analytical themes. Three primary descriptive themes included: improvising information gathering, managing emotional complexity, and enhancing understanding to facilitate care planning. Additionally, two analytical themes emphasised the need for training and teamwork in digital clinical communication. The findings underscore the importance of 'webside manner' as a key clinical competence and highlight the value of collaborative decision-making between clinicians and patients. This synthesis led to the development of the ICE-T Digital Clinical Communication Model, offering conceptual and educational guidance for clinicians and healthcare students engaging in real-time digital communication. The study addresses an educational gap, emphasising the need to train both clinicians and patients to navigate the digital divide and ensure high-quality care in digital interactions.