Page 7 - TEST 1

THE EMPATHY GAP
Interesting research regarding the effects of wearing face masks in the medical profession has shown a direct impact on the patient’s perceptions of the doctor’s
empathy, ultimately influencing
patient satisfaction. In a 2014
study in Hong Kong*, primary
care doctors were randomly
scheduled to attend mask
wearing and non-mask wearing
clinical consultations in public
primary care clinics.
One-thousand and thirty
patients were randomly
appointed to mask-wearing
consultations and non-mask
wearing consultations.
Results of this study demonstrated that when doctors wore a face mask during consultations, there was a significant negative impact on the patient’s perception of the doctor’s empathy and significantly diminished the positive effects of a doctor-patient relationship.
Surprisingly, in the more established doctor-patient relationships, the effect of doctors’ mask wearing was even more
pronounced, in that the patients felt distanced and even less empathy from their doctor.
The results of this study emphasize the importance of how wearing a mask greatly interferes with the essence of communication. The impact of communicating with masks in a customer service environment is similar to the impact shown in the study of medical professionals, in that there is the potential for customers and
coworkers to perceive a reduced level of understanding, empathy and ultimately customer satisfaction. This underscores the need for enhanced awareness and communication that fosters a caring and empathic service approach.
Results of this study demonstrated that when doctors wore a face mask during consultations, there was a significant negative impact on the patient’s perception of the doctor’s empathy.
*Pamungkasih, Wahyu & Sutomo, Adi & Agusno, Mahar. (2019). Description of Patient Acceptance of Use of Mask by Doctor at Poly Out-Patient Care Puskesmas, Bantul. Review of Primary Care Practice and Education (Kajian Praktik dan Pendidikan Layanan Primer). 2. 70. 10.22146/rpcpe.46108.