The Effects of Healthcare Robot Empathy Statements and Head Nodding on Trust and Satisfaction: A Video Study
Deborah L. Johanson, Ho Seok Ahn, Rishab Goswami, Kazuki Saegusa, Elizabeth Broadbent
Abstract
Clinical empathy has been associated with many positive outcomes, including patient trust and satisfaction. Physicians can demonstrate clinical empathy through verbal statements and non-verbal behaviors, such as head nodding. The use of verbal and non-verbal empathy behaviors by healthcare robots may also positively affect patient outcomes. The current study examined whether the use of robot verbal empathy statements and head nodding during a video recorded interaction between a healthcare robot and patient improved participant trust and satisfaction. One hundred participants took part in the experiment, online through Amazon Mechanical Turk. They were randoimnized to watch one of four videos depicting an interaction with a `patient' and a Nao robot that (1) either made empathetic or neutral statements, and (2) either nodded its head when listening to the patient or did not. Results showed that the use of empathetic statements by the healthcare robot significantly increased participant perceptions of robot empathy, trust and satisfaction, and reduced robot distrust. No significant findings were revealed in relation to robot head nodding. The positive effects of empathy statements support the model of Robot-Patient Communication, which theorizes that robot use of recommended clinical empathy behaviors can improve patient outcomes. The effects of healthcare robot nodding behavior needs to be further investigated.