Digital Empathy 2.0: Connecting With Patients Using the Written Word

Abstract

The use of chat-based telehealth has expanded rapidly, increasing concerns over deteriorating clinician-patient relationships. As this relationship relies upon a human connection built on trust and understanding, fostering digital empathy through the written word is crucial. Current literature on telehealth usage predominantly focuses on face-to-face video visits, leaving a gap for training and education in chat-based interactions. The development of empathetic responses and protocols is key to leveraging the synthesis of clinicians and artificial intelligence. To improve chat-based telehealth, clinicians must still understand how to convey digital empathy over the written word. This paper offers some tips for training on digital empathy over this modality.