Report

Digital Empathy : Role of Empathy in Digital Health Interactions

1st October 2020

Digital Empathy : Role of Empathy in Digital Health Interactions

Digital Empathy is an Experience Labs project which employed participatory design
methods to investigate the role of empathy within the emergent and future models of digital healthcare services, such as Video Conferencing (VC) consultations. The project had a particular focus on delivering care for people living with longterm conditions, e.g. diabetes. A number of factors have an impact on empathy, such as patient pre-conceptions and other individual characteristics, the corresponding behaviours and beliefs of the clinician, and the setting of the consultation. The aim of the Experience
Labs was to explore whether people’s perception of empathy changes in a digital context, and to identify factors that are deemed important to empathic VC consultation. The project was proposed by the University of the Highlands and Islands, and was accepted by the Digital Health & Care Institute as Experience Labs. Two Experience Labs were held across three locations in the North of Scotland between February and June 2016. This report presents the findings from Lab activities.