THE EMPATHY GAP Research regarding the effects of masks in the Surprisingly, in the more established medical profession has shown that wearing doctor-patient relationships, the effect of masks directly impacts patient perception of doctors’ mask wearing was even more doctor empathy, ultimately pronounced, in that the patients influencing patient satisfaction. Results of this study felt distanced and even less ii In a 2014 study in Hong Kong , empathy from their doctor. demonstrated that primary care doctors were when doctors wore a randomly scheduled to attend The results of this study emphasize face mask during mask-wearing and non-mask the degree to which wearing a consultations, there wearing clinical consultations mask interferes with the essence was a significant in public primary care clinics. of communication. The impact of negative impact on One-thousand and thirty communicating with masks in a the patient’s patients were randomly customer service environment is appointed to mask-wearing similar to the impact shown in the perception of the consultations or non-mask study of medical professionals, in doctor’s empathy. wearing consultations. Results that there is the potential for of this study revealed that customers and coworkers to when doctors wore a face mask during perceive reduced levels of understanding, consultations, there was a significant negative empathy, and, ultimately, customer satisfaction. impact on the perception of empathy shown by This underscores the need for enhanced the physician and significantly diminished the awareness and communication that fosters a positive effects of a doctor-patient relationship. caring and empathic service approach.
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