Is digital innovation killing empathy in health care? The realities of patient care in a tech-driven world

The health care industry has experienced a digital transformation that has enhanced efficiency, accuracy and access to information. As digital innovation continues to revolutionise health care, there is growing concern about its impact on empathy–the ability to understand and share the feelings of others. The rise of telemedicine, electronic health records (EHRs) and other digital tools has changed the way health care providers interact with patients, leading some to worry that technology is eroding the human touch that has long been a hallmark of good medical care. THE RISE OF DIGITAL INNOVATION IN HEALTH CARE Digital innovation has reshaped health care, impacting diagnosis, treatment and patient communication. Telemedicine enables remote consultations, decreasing the need for in-person visits and allowing care delivery to remote or underserved areas.[1] EHRs have also transformed health care by allowing health care providers to store and access patient data electronically. EHRs make it easier for providers to track patients’ medical history, test results and other critical information, which can improve the quality of care.[2] Digital tools such as mobile health apps and wearables enable real-time patient–provider communication and health tracking. These tools aid in chronic condition management and supply valuable data for informed medical decisions. THE IMPACT OF DIGITAL INNOVATION ON EMPATHY IN HEALTH CARE While digital innovation has many benefits, some worry that it is eroding empathy in health care. Empathy is essential to good medical care because it helps providers understand patients’ emotions, concerns and needs, which can inform treatment decisions and improve patient outcomes. A concern with the growth of telemedicine and digital tools is the reduction in face-to-face interactions between patients and providers. The lack of in-person visits may limit opportunities to observe non-verbal cues and build rapport, potentially hindering empathy and personalised care. Another concern is that the use of EHRs may be reducing the amount of time providers spend engaging with patients. Providers may spend more time documenting patient information and less time interacting with patients, which can make it harder to build relationships and establish trust.[3] STRATEGIES TO ADDRESS THE CHALLENGES OF TECHNOLOGY IN PATIENT CARE Patients seek empathy and understanding from health care providers as the absence of it could cause negative emotions such as frustration, anxiety and distrust. However, a lack of empathy can lead to distrust. Patients want collaborative care that acknowledges their specific needs and preferences, which entails listening to their concerns. Hospital executive leadership must devise strategies to tackle technology-related challenges in patient care. Preventing empathy erosion requires prioritising and training health care providers in communication, active listening and empathy, which enhances patient outcomes and satisfaction. Providers should actively listen, enquire and clarify misunderstandings to show care and commitment to patients’ health goals. CONCLUSION Digital innovation has significantly enhanced patient care but maintaining empathy is crucial. Providers should prioritise active listening and carefully integrate technology to ensure empathetic, tech-driven patient care. Financial support and sponsorship Nil. Conflicts of interest There are no conflicts of interest.