Digital care should sustain human interaction, not reduce it to one-way communication
Effective, trust-building interaction between patients and healthcare professionals is a key element of high-quality care. However, digital care pathways and remote services are transforming the conditions under which care relationships are built. Consequently, the development of digital services must extend beyond ensuring the efficient flow of information. Patients must also feel that they are being heard and receive feedback on the information they provide.
“One-way information exchange distances patients rather than strengthening the care relationship,” says University Researcher Tuuli Turja of Tampere University.
Through effective interaction, patients and healthcare professionals develop a shared understanding of both the patient’s circumstances and needs, enabling joint decision-making to which both parties can commit. These social processes, which are essential to effective care, as well as informational and emotional support, must also be safeguarded in digital services. Otherwise, the benefits sought through digitalisation may not be fully realised. Digital healthcare services may be either synchronous, such as telecare appointments, or asynchronous, such as pre-appointment questionnaires.
“Digital interaction does not necessarily have to occur in real time, provided that patients receive feedback at some point and the information they contribute does not simply disappear into a digital void,” Turja notes.
Digital care pathways and remote services are also reshaping the roles of patients and healthcare professionals. Patients may assume greater responsibility for providing information and carrying out care-related activities, while healthcare professionals must understand how digital services can both facilitate and constrain interaction and the patient relationship. This calls for further research into effective digital practices, alongside adequate resources for their implementation and for professional education.
“When developing digital services, we need to move beyond the assumption that digitalisation is primarily about improving the efficiency of information transfer. In healthcare, it is equally important to consider how people are engaged with and how meaningful interaction is maintained,” Turja concludes.
PROSHADE - Reliable Knowledge for Health Care: Process and Practice of Shared Decision Making
