电子邮件咨询中的口头表达:全科医生在书面医患沟通中使用非语言提示的研究

Maja Nordtug, J. E. Møller, Signe Schlichting Matthiesen, Matilde Nisbeth Brøgger
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引用次数: 1

摘要

众所周知,非语言提示在医患沟通中是必不可少的。随着医患沟通越来越数字化和书面化,探索非语言提示在这种沟通类型中的作用变得相关。最近的一种类型是医患电子邮件咨询。研究发现,虽然患者喜欢电子邮件咨询,但他们也会错过面部表情、眼神交流等。在这项研究中,我们探讨了丹麦全科医生在电子邮件咨询中使用非语言线索的不同方式。我们分析了22名全科医生写的633封电子邮件咨询。我们运用了口语化的概念,包括表情符号的使用以及语法和空间排列的非标准使用。我们发现口头化的主要类型是未纠正的拼写错误和缺乏对大写的注意。总的来说,全科医生使用的其他非语言线索数量有限。我们将讨论这些发现与正式规范和专业背景的关系。
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Oralizations in e-mail consultations: A study of general practitioners’ use of non-verbal cues in written doctor–patient communication
It is well-known that non-verbal cues are essential in doctor–patient communication. As doctor–patient communication is turning increasingly digital and written, it becomes relevant to explore the role of non-verbal cues in such communication genres. One more recent genre is the doctor–patient e-mail consultation. Research has found that while patients like e-mail consultations, they also miss facial expressions, eye contact, etc. In this study, we explored the different ways in which Danish GPs use non-verbal cues in e-mail consultations. We analysed 633 e-mail consultations written by 22 GPs. We applied the concept of oralization, which includes the use of emoticons and non-standard use of grammar and spatial arrangement. We found that the dominant types of oralizations were non-corrected spelling errors and lack of attention to capitalization. Overall, GPs used a limited number of other non-verbal cues. We discuss how these findings relate to norms of formality and professional context.
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