Open Access Repository

Kindness, listening, and connection: patient and clinician key requirements for emotional support in chronic and complex care

Bradshaw, J, Siddiqui, N ORCID: 0000-0002-1841-3095, Greenfield, D and Sharma, A 2022 , 'Kindness, listening, and connection: patient and clinician key requirements for emotional support in chronic and complex care' , Journal of Patient Experience , pp. 1-7 , doi:

Full text not available from this repository.


Emotional support for patients is critical for achieving person-centered care. However, the literature evidences an ongoing challenge in embedding emotional support within current health services. This study aimed to investigate the strategies to embed emotional support from the perspectives of patients and clinicians. This is an exploratory qualitative study that collected data through focus group discussions (FGDs) and interviews from 11 patients, 2 carers, and 7 clinicians in the multi-disciplinary care teams in an outpatient complex and chronic care setting in New South Wales, Australia. The FGDs and interviews were recorded, transcribed, and thematically analyzed. Three main themes emerged from the experience of both the patients and clinicians: (1) warmth and kindness, (2) deep listening, and (3) social connection in the process of treatment. Clinicians' and patients' shared experience of these themes was key to embed emotional support in care. Practical strategies including promoting shared understanding of emotional support, enhancing provider's capability to deliver emotional support, and building patient's networking opportunities in treatment processes were discussed to facilitate emotional support in patient care and health services.

Item Type: Article
Authors/Creators:Bradshaw, J and Siddiqui, N and Greenfield, D and Sharma, A
Keywords: clinician-patient relationship, communication, organizational culture, patient/relationship centered skills, patient perspectives/narratives, patient satisfaction, trust
Journal or Publication Title: Journal of Patient Experience
Publisher: Sage Publications, Inc.
ISSN: 2374-3735
DOI / ID Number:
Copyright Information:

© The Author(s) 2022.

Related URLs:
Item Statistics: View statistics for this item

Actions (login required)

Item Control Page Item Control Page