The Impact of the Metaverse on Health Professionals' Empathy

The evolution of digital technologies has opened up new possibilities in the field of health and wellness. One of the most revolutionary developments is the emergence of the concept of the “metaverse” as post-reality universe, a perpetual and persistent multiuser environment merging physical reality with digital virtuality. An increasing number of studies in service research are exploring the roles of metaverse technologies in health and care activities and their impact on human-avatar interactions. In addressing this interaction, in service research, there is a growing focus on the empathy experience of patients when interacting with avatars in health and care contexts. However, current service research tends to focus primarily on the technical aspects of these interactions, such as the design and functionality of avatars, rather than the emotional and empathetic aspects of the experience. As a result, there is a gap in knowledge regarding the impact of the metaverse on the empathy experience of physicians, cargivers and other actors in health and care settings. The purpose of this paper is to develop a framework on the role of the metaverse technologies in enhancing empathy of health providers in healthcare context. Data were collected for an ongoing study from January 2023 to May 2023. To augment our case selection, we utilized a “snowball” process by incorporating various identified evidence. The search for cases was concluded upon reaching a saturation point. Initially, we conducted Google searches using the keywords “metaverse” and “health” to acquire relevant data, articles, and other pertinent resources. Additionally, we analyzed blog posts and social media content, as these sources play a crucial role in the social construction and sense-making of various phenomena. Our research process has led us to define the metaverse as a collection of technologies that facilitate empathy among healthcare professionals. To address the diverse needs of patients, we have identified three primary activities that support healthcare providers' empathy: Immersive Embodiment, Relationship Weaving, and Skill Empowerment. Each activity is aimed to enhance patient experiences and outcomes in distinct ways within the context of the metaverse. By proposing a framework the paper aims to stimulate further research in understanding and enhancing empathy of health professionals by using these emerging technologies.