JMIR Publications

ABSTRACT

Background:

Communication between patients and doctors in healthcare settings is fundamental for positive patient health outcomes. Nonetheless, researchers have paid scant attention to the significance of clinical empathy as a practical skill in these interactions.

Objective:

This study aims to comprehend clinical empathy during doctor–patient encounters by examining doctors’ and patients’ verbal and nonverbal behaviors. Using eye-tracking techniques, we focus on the relationship between traditionally assessed clinical empathy and a doctor’s gaze behavior.

Methods:

We employed mixed methods to understand clinical encounters by a comparison of three quantitative measures—eye tracking data, K-JSE-HP scores, and CARE scores, and with qualitative interviews with patients regarding their encounters.

Results:

Perceived empathy from physicians was notably higher when doctors maintained eye contact during consultations, as indicated by gaze patterns focusing on patients’ faces. Furthermore, an analysis of Areas of Interest (AOI) revealed distinct patterns in interactions with new versus returning patients. Post-consultation interviews suggested that task- and social-oriented empathy are critical in aligning with patients’ expectations of empathetic communication.

Conclusions:

This proof-of-concept study advocates for a multidimensional approach to clinical empathy, revealing that a combination of verbal and nonverbal behaviors significantly bolsters perceived empathy from healthcare providers. This evolved paradigm of empathy underscores profound consequences for the pedagogy of medical education and the caliber of healthcare delivery.