Communicate Diagnostic Uncertainty in Online Surrogate-Seeking Affects Patient Attitudes
Objective:This study examines how surrogate-seeking behavior and communication of diagnostic uncertain-ty among doctors influence patient attitudes in online consultations.Methods:Employing a mixed experimental design of 2(surrogate-seeking:proxy consultation vs.information search)× 2(communication of diagnostic uncertainty:implicit vs.ex-plicit)×2(disease severity:mild vs.severe).Results:The main effects of surrogate-seeking and communication of diagnos-tic uncertainty were significant.Patients involved in proxy consultation and implicit communication of diagnostic uncertain-ty exhibited a more positive attitude.This positive attitude included increased trust in the doctor,a favorable impression,heightened satisfaction with online consultations,and a propensity towards recommendation behavior.The interaction effect of surrogate-seeking and communication of diagnostic uncertainty on the patient's attitude was also significant.When infor-mation was sought,compared to explicit communication of diagnostic uncertainty,the patient's attitude was more positive under implicit communication of diagnostic uncertainty.Conclusion:The adoption of implicit communication by doctors in online consultations fosters a more positive attitude in surrogate seekers towards the doctor,offering insights into enhancing doctor-patient communication methods in online consultation platforms.
Online medical consultationSurrogate-seekingCommunicate diagnostic uncertaintyDoctor-patient trust
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