The EMPATHS method: assessing patients’ emotional reactions to healthcare from a service design approach

Abstract

Measuring patients’ emotions can improve the service experience. This study proposes a methodology to identify and measure patients’ emotional reactions in healthcare services from a service design perspective, using an oncology service as a test case study. The methodology design started by evaluating emotion measurement methods from psychology and design, focusing on their compatibility with service design and healthcare characteristics. A combination of self-report, observation, and audio sentiment analysis was proposed. The methodology was tested in a Spanish oncology service analysis. Cohen's Kappa statistical analyses showed a strong correlation between the different methods. The proposed methodology effectively gathers emotional reactions, providing valuable insights into patients’ experiences during service interactions while minimising the intrusiveness of traditional methods. The primary negative emotional reactions during the oncology service analysis were associated with treatment side effects, issues related to the treatment process, and the diagnosis itself. It is the first approach developed from a service design perspective that allows emotional assessment without influencing patients’ movements. The case study findings align with previous literature findings. This methodology could help analyse and design care-paths more aligned with patients’ needs and experiences.