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Building Compassionate Experience Through Compassionate Action: Qualitative Behavioral Analysis.

Laura Desveaux1,2,3, Kelly Wu2, Geneviève Rouleau2

  • 1Institute for Better Health, Trillium Health Partners, Mississauga, ON, Canada.

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Summary

Technology-based primary care can be compassionate. Key behaviors like asking patient preferences and using video enhance patient experience. Clinicians need support systems to provide compassionate care effectively.

Keywords:
behavior changecommunication competencycompassioncontinuing professional developmentprimary carequalitativetechnology-based care

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Area of Science:

  • Healthcare delivery
  • Digital health
  • Patient-centered care

Background:

  • The rapid adoption of technology-based primary care during the COVID-19 pandemic necessitates understanding its impact on care quality and outcomes.
  • Ensuring compassionate care within technology-enhanced primary care is crucial for patient satisfaction and autonomy.
  • Operationalizing technology in patient-clinician interactions requires insight into experiencing and creating compassionate care.

Purpose of the Study:

  • To explore patient and clinician experiences of compassionate behaviors in technology-based primary care.
  • To identify individual and contextual factors influencing the occurrence of compassionate behaviors in digital health interactions.

Main Methods:

  • Qualitative study employing one-on-one interviews with primary care physicians, nurses, and patients.
  • Inductive thematic analysis to identify preliminary themes within each participant group.
  • Cross-group analysis to determine alignment and distinctions in experiences and identified drivers.

Main Results:

  • Compassionate experiences were enhanced by behaviors such as respecting modality preferences, using video for presence, screen sharing, and effective communication.
  • Clinician knowledge, skills, beliefs, and emotions influenced compassionate behaviors.
  • External contextual factors like resources, funding, culture, regulations, work structure, and patient characteristics impacted interactions.

Conclusions:

  • Clinician behavior significantly shapes patient experience, but requires supportive systems for effective technology integration.
  • Burnout and shifting expectations in technology-based care threaten compassionate care delivery.
  • Clinicians need systemic support, compassion from patients, and recognition of their humanity to provide compassionate care.