The effects of empathy by caregivers on healthcare service satisfaction
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Updated: Aug 24, 2025

Using Visual and Narrative Methods to Achieve Fair Process in Clinical Care
Published on: February 16, 2011
Xiaoyi Wang1, Ruining Wang1, Feng Sheng1
1School of Management, Zhejiang University, Hangzhou, China.
Abstract:
Healthcare service satisfaction focuses not only on the patients but also on the caregivers' perspectives. This study explored how caregivers' empathy toward patients affects their satisfaction with healthcare services through an electroencephalography (EEG) experiment. EEG mu rhythm was used as the neural indicator to reflect empathy. The results showed that empathy reduces caregivers' evaluation of healthcare service satisfaction because they share suffering with the patients. However, implementing physician-patient communication through a process-based informed consent (IC), compared to an event-based IC, can effectively alleviate such adverse effects.
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