Sidelined by the side-eye: Exploring the effects of nonverbal communication in healthcare services for 2SLGBTQI+ patients

Drawing on a subset of the research data from the Queer Queering and Questioning (QQQ) project, a qualitative study examining patient and provider perceptions of good-quality healthcare for people who identify themselves as 2SLGBTQI+ (Two Spirit, Lesbian, Gay, Bisexual, Trans, Queer/Questioning and/or Intersex+), this paper explores the significance of nonverbal communication in shaping healthcare experiences for 2SLGBTQI+ patients. Using data from 68 individual interviews and 11 focus groups, constructivist-grounded theory approaches, including reflexive thematic coding and continuous coding, were used to reveal the effects of unconscious nonverbal communication on patients' experiences. The analysis of the participant narratives suggests that greater attention to communication skills and critical reflexivity in health professional education and training would improve the patient experience by supporting healthcare professionals to manage unconscious responses and by providing professionals with better knowledge and resources to care for the needs of 2SLGBTQI+ patients. Attention to the clinical space and the design of physical environments to demonstrate knowledge, care, and concern for 2SLGBTQI+ patients would also enhance positive outcomes.