CAREER: Using Advanced Organizational Technology to Communicate Compassionately

在工作场所使用先进的信息技术（AIT）可以加快信息共享并提高成本效率，但也可能导致社会脱节，阻碍富有同情心的沟通，而这对医疗保健至关重要。富有同情心的沟通包括注意到同情的需要和病人生活的细节，通过同理心和换位思考来联系情感和认知，并用有效的（非）语言策略来回应。人工智能可以抑制与患者的（非）语言交流，尽管人工智能可以实现更多的在线互动，但在这些场所建立同情心可能是一项艰巨的任务。本项目探讨医护人员如何创新他们的沟通实践后，美国在台协会的实施，以实践富有同情心的沟通和病人的看法，对最佳提供者的做法。由于同情在服务弱势群体时尤为重要，本项目研究了(a)向贫困人口提供护理的联邦合格医疗中心(b)为高收入患者提供服务的高科技医院中同情的美国在台服务的使用。本项目通过访谈和观察提供者以及调查患者来了解他们对新型人工智能如何限制和提供患者-提供者沟通和关系建立的看法，从而解决技术为富有同情心的医疗保健沟通带来的问题。半结构化的深度访谈将允许提供者反思和解释他们的AIT行为，视频观察工具将暴露提供者的AIT行为和患者的反应。研究人员将在两个卫生保健组织站点完成100小时的视频观察，100小时观察这些站点当前的面对面交流研讨会，60个提供者访谈和300个患者调查。结果将用于为每个研究站点的提供者创建富有同情心的沟通干预，设计在线继续医学教育，并为健康预科学生创建本科课程，为每个群体提供技能，以应对健康人工智能带来的日益复杂的人际挑战。该项目还为医疗保健领导者提供了以下方面的实用建议：(a)为低识字率和正常/高识字率人群服务的（非）有效的美国在台技术交流策略，以及(b)改进的美国在台技术设计。该奖项反映了美国国家科学基金会的法定使命，并通过使用基金会的知识价值和更广泛的影响审查标准进行评估，被认为值得支持。

Using advanced information technologies (AIT) in the workplace can expedite information sharing and improve cost efficiency, but can also cause a social disconnection that encumbers compassionate communication, which is vital to health care. Compassionate communication involves noticing the need for compassion and the details of patients’ lives, connecting emotionally and cognitively though empathy and perspective-talking, and responding with effective (non)verbal strategies. AITs can inhibit (non)verbal communication with patients, and although AITs enable more online interaction, establishing compassion within these venues can be taxing. This project examines how health care workers innovate their communication practices following AIT implementation to practice compassionate communication and patient perceptions on best provider practices. Because compassion is especially important when serving vulnerable populations, this project studies compassionate AIT use in (a) a federally qualified health center providing care to a poverty-stricken population (b) a high-tech hospital serving higher income patients. This project addresses the problem technology poses for compassionate health care communication by interviewing and observing providers and surveying patients to understand their perspectives on how new AITs both constrain and afford patient-provider communication and relationship-building. Semi-structured, in-depth interviews will allow providers to reflect on and explain their AIT behaviors, and video observation tools will expose providers’ AIT behaviors and patients’ responses. The researcher will complete 100 video observational hours at two health care organizational sites, 100 hours observing current in-person communication workshops at these sites, 60 provider interviews, and 300 patient surveys. Results will be used to create a compassionate communication intervention for providers at each research site, to design an online continuing medical education, and to generate an undergraduate course for pre-health students, equipping each respective group with skillsets to embrace the increasingly complex interpersonal challenges posed by health AITs. This project also offers healthcare leaders practical recommendations regarding: (a) (non)effective AIT communicative strategies for serving both low and normal/high literacy populations, and (b) improved AIT designs.This award reflects NSF's statutory mission and has been deemed worthy of support through evaluation using the Foundation's intellectual merit and broader impacts review criteria.