- Design
- Preregistered online experimental study (2×2 design)
- Population
- 349 adults with moderate somatic symptom burden
- Primary outcome
- Perceived likelihood of serious disease after a normal result
- Effect
- Lower perceived risk and less wish for further tests with high warmth and competence
An Annals of Family Medicine experiment recruited 349 adults online with moderate somatic symptoms. After reading a symptom scenario, each watched a video of a doctor reporting normal test results. The words were identical; the doctor's warmth and apparent competence were varied.
When the doctor came across as both warm and competent, participants rated serious disease as less likely and were less inclined to seek another opinion or more tests. The effect worked through how much participants trusted the test information.
Reassurance is one of the commonest things a family physician does, and it often fails. This study suggests the result does not speak for itself: how it is delivered shapes whether the patient accepts it.
The participants were young, mostly women and recruited online, and watched a video rather than met their own doctor. The direction fits clinical experience, but the size of the effect in real consultations is unknown.
- Acknowledge the patient's concern before giving a normal result
- Explain what the test looked for and what a normal result rules out
- Show you have taken the symptom seriously, and say what would prompt a review
- Avoid dismissive phrases such as "it's nothing", which can undermine reassurance
Why it matters
Failed reassurance drives repeat visits and repeat tests.
Don't overread it
An online video experiment, not real consultations; the effect size in practice is unknown.
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