Доверието в здравната комуникация като езиков ефект: анализ на отговори на лекари и изкуствен интелект в симулирани критични ситуации
Trust in Healthcare Communication as a Language Effect: Analyzing Doctors' and AI Responses in Simulated Critical Scenarios

Author(s): Kremena Kuneva
Subject(s): Social Sciences, Communication studies, Theory of Communication
Published by: Факултет по журналистика и масова комуникация, Софийски университет „Св. Кл. Охридски”
Keywords: healthcare communication; clinical communication models; empathic responses; perceived trust; AI communication models; medical communication in critical scenarios; communication training for healthcare professionals
Summary/Abstract: Trust in medical communication is often unsettled by formalized expressions that weaken the sense of human presence on the part of the physician. This study builds on established knowledge about the role of empathy in clinical interaction, yet examines more concretely how communication models, message structure, and verbal behaviour influence perceived trust. Five critical scenarios were completed by 13 physicians and 2 AI models, and 219 respondents evaluated the anonymized texts. The data, processed through ANOVA, correlation, and regression, show that AI achieves the highest structural coherence and emotional readability, while physicians with communication training demonstrate the strongest link between empathy and trust. Empathy emerges as the key predictor. The 􀂿findings reveal stable communication models that can be adapted and validated in communication training for medical professionals in line with the specifics of the Bulgarian clinical context.

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