Patients' Experiences of Healthcare Professionals' Competence in Digital Counselling in Healthcare Settings—A Qualitative Systematic Review

Abstract

AimTo critically appraise and synthesise qualitative evidence about patients' experiences of healthcare professionals' competence in digital counselling in healthcare settings.DesignA qualitative systematic review.MethodsThe review followed the Joanna Briggs Institute methodology for systematic reviews of qualitative evidence. The review included studies that focused on patient experiences of healthcare professionals' competence in digital counselling and were published in English, Finnish or Swedish, with no time limits. Study selection, quality appraisal and data extraction were performed by two independent reviewers. Findings from the studies included were pooled using the meta‐aggregation method.Data SourcesEight databases (Web of Science, CINAHL, Scopus, PsycArticles, Medic, Medline (Ovid), EBSCO Open Dissertations and MedNar) were systematically searched on 25 September 2023.ResultsSixteen studies (published between 2009 and 2023) were included in the review, from which 42 findings were extracted and organised into eight categories based on their meaning. Three synthesised findings were identified: (1) Competence to provide efficient digital counselling, (2) competence to support patient self‐management during digital counselling and (3) competence in establishing a reciprocal relationship in digital counselling.ConclusionThe evidence from the review can be used to support healthcare professionals' competence in digital counselling. It was found that competence in digital counselling includes the competence to provide digital counselling that is efficient and enables counselling to be implemented in health care, supports patients to self‐manage and establishes a reciprocal counselling relationship in a digital environment.Implications for the Profession and Patient CareRecognising healthcare professionals' competence in digital counselling can enhance their motivation and professional growth, potentially improving the quality of services and patient outcomes. These findings can inform the development of healthcare education, fostering the training of more competent healthcare professionals and digital counsellors.Reporting MethodThe review was undertaken and reported using the PRISMA guidelines.Protocol RegistrationPROSPERO CRD42024499509.No Patient or Public Contribution.