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，从而阻碍对医疗保健至关重要的同情沟通。同情心沟通包括注意到对同情心的需求和患者生活的细节，通过同情和观点对话在情感和认知上建立联系，并以有效的（非）语言策略做出回应。AIT可以抑制与患者的（非）语言交流，尽管AIT可以实现更多的在线互动，但在这些场所建立同情心可能会很费力。 本项目探讨了医疗保健工作者如何创新他们的沟通实践后，AIT实施实践富有同情心的沟通和病人的看法最佳提供者的做法。 因为同情心在为弱势群体服务时特别重要，本项目研究了同情心AIT在（a）联邦合格的医疗中心为贫困人口提供护理（B）高科技医院为高收入患者提供服务。该项目通过采访和观察提供者并调查患者来解决技术为富有同情心的医疗保健沟通带来的问题，以了解他们对新AIT如何限制和负担患者与提供者的沟通和关系建立的观点。半结构化的深入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。研究人员将在两个医疗保健组织站点完成100个视频观察小时，在这些站点观察100个小时的现场交流研讨会，60个提供者访谈和300个患者调查。结果将用于为每个研究地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，并为健康前学生生成本科课程，为每个相应的群体提供技能，以迎接健康AIT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/高识字率人群提供服务的（非）有效AIT沟通策略，以及（B）改进AIT设计。该奖项反映了NSF的法定使命，并通过使用基金会的智力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.