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Updated: Jul 5, 2025

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Providing compassionate care via eHealth.

Jing Jing Su1, Jonathan Bayuo1, Rose Sy Lin2

  • 1School of Nursing, The Hong Kong Polytechnic University, Hong Kong SAR, China.

Nursing Ethics
|January 20, 2024
PubMed
Summary

Healthcare professionals found eHealth enabled compassionate care by ensuring access. They suggest empathy, structured protocols, and visual media to improve communication, emphasizing the need for system support and realistic expectations.

Keywords:
Compassioncompassionate careeHealthhealthcare professionalsnurse

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Area of Science:

  • Healthcare Technology
  • Digital Health
  • Patient Care

Background:

  • eHealth adoption surged during the COVID-19 pandemic, with focus on technical aspects over compassionate care delivery.
  • Compassionate care, traditionally linked to in-person interactions, faces challenges in virtual eHealth environments due to missing personal cues.

Purpose of the Study:

  • To explore healthcare professionals' experiences delivering compassionate care through eHealth platforms during the COVID-19 pandemic.

Main Methods:

  • Qualitative interpretative phenomenological analysis.
  • Interviews with 20 healthcare professionals (15 nurses, 5 physicians) using various eHealth platforms.

Main Results:

  • eHealth facilitated compassionate care by ensuring patient access and availability.
  • Key strategies included empathetic communication, structured protocols, advanced visual media, and managing realistic expectations.
  • Low eHealth literacy and lack of institutional support were identified as barriers.

Conclusions:

  • Integrating compassion into eHealth is crucial.
  • Standardization, system-level support, adequate staffing, and tailored communication strategies are essential for fostering compassionate eHealth care.