以“情”共“诊”:网络诊疗语境下的情感表达研究

Diagnosing with Empathy:A Study of Affective Expression in Online Medical Consultations

随着互联网技术的发展,人们开展网络诊疗的频次日益增多。本研究以情感表达类别为基础构建分析框架,结合话语分析方法,对50份网络诊疗对话中患者的情绪表达类型、医生的回应类型及共情回应的作用进行探究。研究发现,患者的情绪表达以患者信号为主;医生的非共情回应为忽略或改变话题、强势性话语和消极性话语三类,共情回应以消除或最小化问题和给予建议为主。医生的共情回应既有利于疾病的诊断,也有利于实现自我营销。本研究既丰富了网络诊疗语境下医患情感表达研究的理论视角和研究路径,亦有助于发现在线医患沟通的障碍,探索有效的沟通策略,促进构建和谐医患关系。

With the advancement of the Internet,the frequency of people seeking online medical consultations has been increasing.This study takes the affective expression categories as the analytical framework,combined with discourse analysis,to examine patients'emotional expressions,doctors'affective responses and the functions of empathy in 50 online medical consultations.The findings reveal that patients'emotional expressions are mainly based on patient cues.Doctors'non-empathic responses include ignoring or changing the topics,assertive utterances,and negative utterances,while doctors'empathetic responses focus on addressing or minimizing problems and providing advice.Doctors'empathetic responses can help with disease diagnosis and facilitate self-marketing.The study enriches the theoretical perspectives and approaches of affective expression research in online medical consultations,helps identify barriers in online doctorpatient communication,and explores effective communication strategies to foster harmonious doctor-patient relationships.