In the previous article we have shown why human proximity remains crucial in healthcare, even in the age of artificial intelligence.
In recent years, digital care has become an integral part of healthcare. On the one hand, it gives patients quick access to a doctor, on the other - it often raises concerns about the “dehumanization” of relations. Many specialists note that lack of physical presence, time constraints or technological barriers can deepen the emotional distance between doctor and patient. In this article, we look at practical ways in which, in everyday online work, a doctor can build empathy and reduce emotional distance in the relationship with the patient.

Does empathy really matter?

The results of a 2024 study published in JAMA, indicate that a physician's empathy can have a direct impact on the health of patients struggling with chronic pain. Patients who rated their physician as particularly empathetic experienced significant reductions in pain severity, improved functioning, and improved quality of life (12-month follow-up) [1]. This is also supported by data from a comprehensive systematic review of 455 studies, which found that physician empathy is consistently associated with better clinical outcomes and higher patient satisfaction [2]. Importantly, as many as 80% of educational interventions aimed at developing empathy have proven to be effective, proving that empathy is not just a personality trait, but a skill that can be developed [2].

The conclusion?

Empathy in healthcare is not only an ethical requirement, but also an effective therapeutic tool. As shown by practical experience and analyzes, when doctors treat the patient with kindness and understanding, this directly affects the relief of symptoms, improvement of functioning and overall quality of life.

How to care for empathy in the relationship with the patient when more and more services are carried out remotely?

Preliminary studies indicate that patients rate doctors' level of empathy during telecounseling similar to in-patient visits [3]. Importantly, after an empathetic online consultation, patients experience less anxiety and milder perception of their symptoms [4].

Here are 3 key elements that can increase empathy when providing digital care services:

Continuity of contact

Maintaining the continuity of the relationship is crucial. Even small forms of contact (so-called microinteractions) can significantly increase the patient's sense of presence and involvement. In a retrospective study of asynchronous consultations, the average empathy score was as high as 8.93 out of 10. What the patient remembers are often small gestures, short messages that show that he is “seen” and that someone accompanies him in the treatment process.

What is worth doing?

• Establish a clear framework for contact (e.g., “I reply within 24 hours, check messages daily”).
• Scheduled “virtual celebrations” are helpful so the patient knows when they can expect a response.
• Short, regular messages reinforce the sense of security more than single long conversations.

Examples of microinteractions:

• “Hello, I wanted to make sure that the medication is working as expected?”
• “Have there been any new symptoms since our last contact?”
• “How do you feel today compared to last week?”

Transparency and security

The empathy and attentiveness of the doctor is not enough if the patient is not sure that his data and privacy are adequately protected. The most common threats in digital care relate to three areas [6]:

• environment — lack of private space for conversation
• technology — connection quality and encryption issues
• organization — lack of preparation of patients and staff to use telemedicine tools.

How can you support the patient?

• Inform the patient that the conversation takes place on a secure platform.
• Ask if the patient has calm conditions to talk.
• Share simple user manuals (e.g. PDF, link to guide).
• Be clear about who has access to patient data and for what purpose.

It is essential that consultations take place on telemedicine platforms designed specifically for services that meet strict legal standards, use secure login and encryption mechanisms, and clearly inform the patient who has access to their data and for what purpose. Transparency and security are not an addition to telemedicine, but an absolute prerequisite.

Necessary human factor

Technology is just a tool - the quality of care is decided by a person. Studies of remote monitoring of patients struggling with chronic conditions show that patients feel more confident when they know who is responsible for individual elements of their care, and the team clearly communicates the division of roles [7]. Educating patients and staff allows you to understand the limitations of the system and know when you need to contact a doctor immediately.

What is worth doing?

• Always end the consultation with a clear “anchor point”, e.g.: If anything changes, please write, I'll get back to it tomorrow.
• Explain to the patient which situations require urgent contact, and which ones can wait until the next visit.
• To show that there is a real person behind the platform, not just a “system”.

Application in practice: mini-scenario

Practical tools to support contact in the messenger

We have prepared a short checklist, which can support daily contact with the patient. These are some simple steps that make it easier to maintain empathy and clarity in the conversation, without lengthening it unnecessarily.

Greeting

• A warm greeting using the patient's name (if known) often reinforces the feeling of closeness (“Good morning, Mrs. Anna...”).
• A kind, short phrase to start with helps to introduce a good atmosphere (“I hope you feel a little better today”).
• The question “How are you feeling today?” gives a more human start to the conversation than an immediate focus on symptoms.
• Even in the messenger you can show that this is a meeting with a person, and not just a medical case.

Building a sense of security

• Asking if the message is convenient to read and, if necessary, offering a simpler attachment format helps the patient feel cared for.
• A reminder that the conversation takes place in a secure channel (“Our conversation is confidential — no one but us has access to it”) has a reinforcing effect.

Empathic communication

• Short and simple sentences are easier to assimilate. The paraphrase shows the patient that he has been heard (“I understand that you are most bothered by coughing at night - it can be very tiring”).
• Clarifying the context of the question builds trust (“I ask about fever because it allows you to assess whether a change in treatment is needed”). Simple language instead of specialized jargon promotes better understanding.

End of consultation

• The summary in several points makes it easier for the patient to remember the findings (“Medication X, observation of symptoms Y, contact if Z appears”).
• Adding an anchor point works well: “If anything changes, please write — I'll check the news during the celebration.”
• A short question at the end opens up space for conversation: “Would you like to ask anything else?” You can find the full checklist for download here.

summary

Digital care is changing the way we interact with patients, but it doesn't have to weaken relationships. Thanks to empathy, transparency and continuity of contact, you can build a sense of closeness, security and trust, which are the foundation of effective treatment. Empathy in digital care is not a theory, but a practice that can be realized through conscious habits.

[1]https://pmc.ncbi.nlm.nih.gov/articles/PMC11009829/

[2]https://pmc.ncbi.nlm.nih.gov/articles/PMC10012244/

[3]https://journals.stfm.org/primer/2024/subramanya-2023-0125

[4]https://journals.lww.com/bsam/fulltext/2022/05000/perceptions_of_doctors__empathy_and_patients_.13.aspx

[5]https://ata2024.mapyourshow.com/mys_shared/ata2024/handouts/3_1200PM_AT1_RO31_Miranda.pdf

[6]https://ahisp.ahima.org/Page/privacy-and-security-risk-factors-related-to-telehealth-services-a-systematic-review

[7]https://bmchealthservres.biomedcentral.com/articles/10.1186/s12913-023-09428-1

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