Table 4 Overview of expected and implemented digital clinical empathy techniques
| Â | Expected techniques | Implemented techniques | ||
|---|---|---|---|---|
Potential users | CIS Health professionals | Potential users | CIS Health professionals | |
Understanding | - Challenge in expressing needs - Variations in expressions - Explicitness of needs | - Understanding needs as a process | - Awareness of artificial setup | - Heterogeneous understandings - Dual attention stress |
Communicating this understanding | - Timely response - Genuine engagement - Handling worries - Adaptive communication | - In-depth questioning - Neutral communication | - Timely responses - In-depth questioning - Formal communication | |
- Authenticity | - Authentic writing styles | - Trade-off between quick responses and making errors | ||
Acting upon this understanding | - Time commitment | - Time commitment | ||
- Provision of understandable information - Boundary recognition | - Framing factual information empathetically - Empowering users - Going the extra mile | - Provision of valuable information - Referrals | - Packaging referrals- | |
| Â | Â | - Encouraging future engagement | ||