Healthcare Professionals' Perceptions of Digital Counselling: A Qualitative Descriptive Study.
Juulia Kaihlaniemi, Maria Kääriäinen, Pia Liljamo and 2 others
PMID 41937260WHAT IT FOUND
Healthcare professionals described digital counselling as requiring active support for patients' technology use and careful assessment of suitability.
They emphasised that empathy, clear language, and knowing when to switch to face-to-face or phone contact remain essential to safe, patient-centred care.
Key findings
01Professionals viewed facilitating patients' use of digital tools, including assessing their digital capabilities and providing practical support, as a core new responsibility.
02Empathetic interaction and clear, comprehensible language were considered crucial, with participants noting challenges in conveying empathy without physical presence.
03Participants stressed the need to assess when digital counselling is inappropriate, such as for complex or intimate issues, and to use telephone or face-to-face contact instead.
STILL TO COME
How it was doneWhat they foundWhat it means for RNs
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What it does not show
The sample was small (n=12) and heavily skewed towards registered nurses (11 of 12), limiting the transferability of findings to other professional groups like physiotherapists or occupational therapists. Participants had limited experience with video-mediated counselling, so findings primarily reflect perceptions of text-based digital interactions. Snowball sampling may have led to underrepresentation of diverse viewpoints and potential bias in participant selection.
Declared interests
The authors declare no conflicts of interest and have nothing to report regarding funding.
The easy way to misread this
Do not interpret these themes as evidence that digital counselling improves patient outcomes or safety. The study describes professionals' perceptions and experiences; it did not measure clinical results, patient satisfaction, or adverse events.