Table 5 Techniques for digital clinical empathy in written environments
Technique | Description |
|---|---|
Engage genuinely | Ensure genuine engagement, particularly by addressing the user by their chosen name and avoiding formulaic responses |
Respond timely | Prioritize swift replies to convey attentiveness and acknowledgment of the user’s concerns |
Recognize and respect boundaries | Acknowledge the user’s preferred level of anonymity and respect their choice to withhold certain information |
Be transparent | If in-depth questions or further research are necessary, explain the reason behind longer waiting times or many questions |
Acknowledge user’s emotions | Recognize and communicate back the user’s feelings and emotions |
Utilize adaptive communication techniques | Be flexible in communication style, adapting to the user’s tone and preference |
Provide proactive support | Recommend or suggest additional services, anticipating patient needs beyond their immediate inquiries |
Encourage future engagement | Invite users to return for further assistance or questions in the future, fostering a sense of ongoing support and accessibility |