What is empathy? The dictionary defines it as "the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another."1 Empathy plays a vital role in the caregiver-patient relationship. Insight into a patient’s feelings impacts diagnosis, treatment, and overall patient satisfaction. We feel empathy when friends are going through a rough time, or our child isn't picked for a part in a play, but what does empathy mean for a patient?
Studies show physician empathy is the biggest factor in patient satisfaction. It is ranked above all other measures, including pain management.2 It’s the perception of being cared for (while actually being cared for!) that gives organizations a giant step toward improving your HCAHPS scores. Although there is much debate about the science, studies have shown there is a positive correlation between empathy and improvement in patient-reported outcomes and the overall patient experience.
So how does a physician or caregiver show empathy toward their patients? Listening, eye contact, and communication with personalized information are key factors!
Make It Personal
Patients want their caregivers to interact, listen, and convey that they understand or really care how the patient feels. They want their concerns to be addressed in a warm and unrushed manner. It often begins with something simple, such as addressing the patient by name or preferred nickname. Do you remember something personal they’ve mentioned to you or another caregiver in the hospital? Use that information to start a friendly conversation.
“Hi Joe, how are you today? Did you get to see your sister yet?”
It’s super simple! Now you just need to remember what EVERY patient said to you, or another caregiver … EVERY day. Piece of cake!!
Let Technology Help
Support your staff with tools that will help! If your staff is rounding on paper, remembering the little details is going to be challenging, not to mention time consuming! How do you make eye contact and listen while you're trying to write, or better yet, looking through paperwork to find the information you need? There's definitely a better way for the caregiver AND the patient!
Use a rounding technology that helps promote and foster great communication between staff and patients, with the ability to escalate an issue at any time. It will provide visibility and consistent communication to help build rapport, mutual understanding, and trust with your patients.
Educate Your Team
One person can make a difference. A group of people can make a bigger difference. So pull together your village and start the movement by making empathy a cultural focus within your hospital. This begins with education and training. Educate your team on the importance of empathy and its impact on your patients. Show examples of how lending an empathetic ear can change a patient’s perception of care. Increased awareness combined with the right technology can be the driving force to increased HCAHPS scores.
CLARIFIRE HEALTH®
With the CLARIFIRE HEALTH mobile app, caregivers have minimal clicks, minimal scrolling and intuitive usability, plus visibility into each patient touch-point throughout the rounding process. Did you know that with CLARIFIRE HEALTH as you click buttons they change color? You can see that out of the corner of your eye. Workflow and dynamic real-time views are launched all while you never lose eye contact with the patient. This gives you more quality time with the patient, more eye contact, and more time to listen and understand how the patient is feeling.
Better communication = better patient outcomes! You may be surprised at how much the patient shares when they know you are really listening. Caregivers obtain a lot of information from looking at their patients and reading their body language. The power of the clicks with each touchpoint, creates a silent compelling exchange of personalized data that makes all of the difference.
CLARIFIRE HEALTH doesn't just impact patient experience, it impacts PATIENT PERCEPTION—paying attention to how the patient is feeling, expressing empathy, and engaging in purposeful rounding. Once your perception is high, communication is high, and the rest will follow. When your caregivers connect with their patients, they begin to hear more positive feedback, which can be refreshing and reinvigorating! The end result is a swift and enduring positive impact on the patient's experience and the hospital's HCAHPS scores. Win-win!
1 http://www.dictionary.com/browse/empathy
2 https://www.jhandsurg.org/article/S0363-5023(15)00819-9/pdf
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Lauren Walling
Lauren Walling is a graduate of Emory University with a degree in Industrial Psychology, as well as an MBA from the John Sykes School of Business from The University of Tampa. She currently sits on the Board of Fellows at the University of Tampa, and is a member of the Healthcare Business Women's Association, National Association of Professional Women, and the Morton Plant Skip Cline Society. Lauren works with large Healthcare Systems implementing Patient Experience Solutions that streamline processes, increase patient experience and improve quality and safety.
