Digital Healthcare Risks Emotional Disconnect: Technology Dominance in Nursing Care Erodes Communication and Patient Trust

Gloria Florensia Br Surbakti Selasa, Agustus 11, 2026
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FORMOSA NEWS


Rapid healthcare digitalization improves administrative efficiency, yet heavy reliance on electronic devices reduces human interaction and weakens therapeutic relationships between nurses and patients. A qualitative study conducted by Hetti Marlina Pakpahan, a researcher and academic from Universitas AUDI Indonesia, published in July 2026, investigates how technology dominance erodes therapeutic communication and creates vulnerability in patient trust. The investigation highlights a growing paradox in modern clinical environments: while digital tools streamline record-keeping, they frequently create emotional distance in hospital wards.

Healthcare institutions across Indonesia and worldwide are accelerating digital transformation through electronic medical records, telehealth platforms, and real-time monitoring devices. However, humanistic nursing relies heavily on Hildegard Peplau’s Theory of Interpersonal Relations, which establishes face-to-face therapeutic communication as a core pillar of patient recovery, anxiety reduction, and treatment adherence. When screen-based tasks overshadow direct engagement, fundamental aspects of nursing care—such as empathy, eye contact, and active listening—are diminished.

To explore these workplace dynamics, Hetti Marlina Pakpahan from Universitas AUDI Indonesia conducted a qualitative study using a descriptive phenomenological approach. The sample comprised 20 hospitalized patients and 12 practicing nurses in digital-enabled hospital settings, selected via purposive sampling. Data collection involved 30 to 60-minute in-depth interviews and non-participatory observations of nurse-patient interactions. The qualitative data were transcribed verbatim and analyzed using thematic analysis supported by NVivo 14 software.

The qualitative analysis identified four main themes detailing how technology integration alters nurse-patient interactions:

  • Shift from Patient Engagement to Digital Documentation: Out of 20 interviewed patients, 16 observed that nurses consistently focused on laptop or tablet screens rather than holding direct conversations. Nurses acknowledged that heavy data-entry demands forced them to prioritize administrative compliance over extended patient dialogue.
  • Decline in Empathy and Therapeutic Presence: A total of 15 patients reported that routine interactions centered almost exclusively on clinical tasks and medical equipment checks, leaving little room for emotional support or anxiety management.
  • Emergence of Patient Trust Vulnerability: Thirteen patients stated they refrained from asking questions or raising health concerns because nurses appeared absorbed in digital devices. While patients maintained confidence in the technical competence of medical staff, emotional distance created vulnerability regarding relational trust.
  • Need for Human-Centered Care Integration: Both patients and nursing staff agreed that while digital tools enhance operational speed, therapeutic communication remains irreplaceable and requires deliberate balancing.

These research findings offer important operational insights for hospital administrators, health information system developers, and nursing education bodies. Hospital management must structure electronic workflows to prevent administrative burnout and ensure nurses maintain adequate time for face-to-face interaction. Furthermore, educational institutions need to incorporate "digital therapeutic communication" training into curricula so healthcare providers can manage software efficiently without sacrificing empathy.

Addressing the delicate balance in modern healthcare, Hetti Marlina Pakpahan from Universitas AUDI Indonesia noted that technology should serve as a supportive tool rather than a substitute for interpersonal connection. "The biggest challenge today is how to use technology optimally without losing the human side of nursing practice," Pakpahan emphasized in the study.

Author Profile

Hetti Marlina Pakpahan, S.Kep., Ns., M.Kep.

Hetti Marlina Pakpahan is an academic and researcher affiliated with Universitas AUDI Indonesia. Her primary expertise encompasses fundamental nursing care, therapeutic communication, digital health implementation, and nurse-patient relationship dynamics.

Research Source

Gloria Florensia Br Surbakti

Diposting oleh Gloria Florensia Br Surbakti

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