Scientific article
Open access

Patients preferences for communication during video consultations

Published inPatient education and counseling, vol. 115, 107894
Publication date2023-10
First online date2023-07-13

Objective: The aim of our simulation-based study was to explore patient preferences for physician behaviours in video consultations

Methods: We conducted an exploratory study in outpatient setting in Geneva, Switzerland. Patients were invited to watch two variations videos of six simulated physician communication behaviours (camera framing, gaze orientation, initial talk at the opening phase, privacy reminder, pauses, empathy)and to indicate which one they preferred

Results: 417 patients watched three different video-recorded encounters. Most patients preferred framing with both face and bust (50.7 %) versus face alone (21.8 %). They valued eye gazing towards the camera (42.9 %) versus eye gazing shifting between screen and camera (13 %). The social talk related to the connection quality was appreciated (43.1 % vs 17.1 %) as well as the privacy reminder (80.8 % vs 6.5 %). Patients preferred short rather than long pauses after physician's statements (63.9 vs 14.9 %) as well as expressive rather than neutral nonverbal behaviour (46.7 % vs 17.6 %).

Conclusion: Our results confirm that patients prefer the use of video specific communication behaviours recommended by experts except for shifting eye gaze and long pauses after physician's statements.

Practice implications: Given the increasing use of video consultations, video communication "best practices"should be systematically addressed in physician training.

  • Video consultation
  • Telemedicine
  • Ehealth
  • Physician's behaviour
  • Patient centered communication
Citation (ISO format)
MAZOURI, Sanae et al. Patients preferences for communication during video consultations. In: Patient education and counseling, 2023, vol. 115, p. 107894. doi: 10.1016/j.pec.2023.107894
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Article (Published version)
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ISSN of the journal0738-3991

Technical informations

Creation07/17/2023 11:08:30 AM
First validation11/03/2023 8:47:56 AM
Update time11/03/2023 8:47:56 AM
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