Perceived acquisition, development and delivery of empathy in musculoskeletal physiotherapy encounters

ABSTRACT

Empathy is considered essential to creating a positive clinician-patient relationship, along with improving patient experience and adherence to treatment. It is not clear how physiotherapists acquire their empathic skills.

This study explored physiotherapists’ perceptions of empathy during musculoskeletal clinical encounters. Seventeen participants attended three focus groups separated by clinical employment grade. The definition of empathy, its acquisition and impact on a clinical encounter were discussed, audio-recorded, transcribed verbatim and analysed thematically.

Six key themes and 48 sub-themes were identified. Empathy was defined similarly in all three focus groups. There was divergence on its acquisition and the extent to which it can be taught, however participants agreed that empathy is an innate characteristic. Senior physiotherapists placed greater emphasis on the importance of empathic communication than student physiotherapists, whilst student and junior physiotherapists considered limited clinical experience to be a barrier in delivering empathic communication, anticipating this to improve over time.

This study identified a mismatch between the perceived importance of empathic communication in the literature and by clinicians, compared with the time spent acquiring and developing these skills. Clinicians need to place a greater emphasis on enhancing their empathic communication skills throughout their career to help create a positive patient experience and enhance clinician-patient relationships.

KEYWORDS:

• Communication
• education
• empathy
• physiotherapy

Acknowledgements

The authors are grateful to Charlotte Steinbrecher for her assistance observing during the focus groups, and to all of the participants who volunteered their time. This study was presented at the Society for Back Pain Research Annual Conference in Bournemouth, United Kingdom, November 5–6th 2015.

Disclosure statement

No relevant potential conflict of interest was reported by the authors.

Ethics approval

This study was approved by the University of Southampton Ethics Department (ID: 13960).

Notes on contributors

Millie V. Allen was an MSc (Pre-Registration) Physiotherapy student at the University of Southampton at the time of data collection, commencing her physiotherapy career at University Hospital Southampton NHS Foundation Trust and recently relocating to continue her career at Aneurin Bevan University Health Board. Her research interests include communication and empathy development.

Lisa C. Roberts, PhD, is an Associate Professor at the University of Southampton and Consultant Physiotherapist within University Hospital Southampton NHS Foundation Trust. Her extensive research interests include communication skills, clinical decision making and back pain. Lisa is also the immediate past President of the Society for Back Pain Research.

ORCID

Millie V. Allen http://orcid.org/0000-0001-5683-4694

Lisa C. Roberts http://orcid.org/0000-0003-2662-6696

Additional information

Funding

No specific funding was sought for this research; however the senior researcher (LR) is funded by a National Institute for Health Research Senior Clinical Lectureship (Round 3).