Post-pandemic changes in doctor–patient communication in Albania: a comparative study

Purpose: The COVID-19 pandemic reshaped physician-patient relations in Albania, prompting a rapid shift to digital health platforms and challenging traditional face-to-face consultations. This study explores how the format, tone, and quality of health communication have changed in the post-pandemic era, with a focus on empathy and trust. Methods: We surveyed 125 individuals, comprising patients and healthcare professionals, using surveys and questionnaires. A mixed-methods design, including descriptive and non-parametric statistics, examined relationships among trust, empathy, consultation length, communication preferences, and demographics. Results: Greater trust in providers closely relates to perceived empathy, and longer consultations further enhance trust. While telemedicine and digital communication are widely used, especially by younger respondents, traditional in-person interactions remain preferred across genders. However, digital methods, despite improving access and efficiency, can diminish the emotional depth, particularly in conveying empathy. Conclusion: These findings support the need for hybrid models that merge digital health advantages with the human touch of in-person care. Effective communication in a post-pandemic world must do more than convey information, it should foster connection, trust, and comfort.