The Impact of Empathy in Healthcare

What is the Role of Empathy in Healthcare?
Empathy is the ability to understand and share the feelings of another. It combines intellectual perspective with emotional understanding. Empathy is a skill that has not been historically emphasized in medical schools. However, it plays a crucial role in healthcare.

Studies have shown that practicing empathy results in greater patient compliance, improved outcomes, and increased patient and physician satisfaction. There is an additional benefit… satisfied patients are much less likely to sue their physician!

Empathy automatically improves communication. An empathetic physician notices when a patient doesn’t understand and reacts accordingly. This helps put patients at ease and encourages them to ask questions. Using empathy helps you to understand your patients’ needs and sets the foundation for a trusting and positive doctor-patient relationship. A patient who feels understood is more likely to disclose important information that could entirely change a diagnosis or treatment.

How Can You Use Empathy to Better Care for Patients?
While empathy does not come naturally to everyone, it is a skill that can be learned and developed. Here are some tips for showing empathy to patients:

• Make eye contact. The advent of electronic medical records has made this simple strategy increasingly difficult, but it can be achieved. Look at the patient during the initial greeting and conversation. Explain to the patient that you will be using a computer. When looking down at the computer, continue commenting to show that you are not distracted. Look up at the patient when you ask questions.
• Listen. Paraphrase what you hear your patient saying to ensure you understand and let them know you are listening. Ask open-ended questions. Ask follow-up questions. Don’t interrupt the patient. By listening to your patients, you will get a full understanding of what is going on with them.
• Be aware of your body language. Avoid gestures that make the patient feel like you have more important things to do, such as putting your hand on the doorknob while the patient is still talking, fidgeting, or looking at your watch. Use nonverbal cues and positive gestures such as open body language, listening, making eye contact, and smiling to show the patient you are interested in them.
• Be aware of the patient’s body language. Is the patient making eye contact? Does the patient seem tense? Is the patient frowning? If the patient’s body language indicates confusion, apprehension, fear, anger, or that they are uncomfortable, ask questions to start a dialogue to address their concerns.
• Don’t judge. Acknowledge and respect your patient’s feelings, beliefs, needs, and individuality, even if you disagree with them. This helps patients feel at ease and valued which opens communication.
• Connect with patients. How do their symptoms affect their lives? What is impacting their life, such as caring for small children or an aging parent? Getting to know the patient apart from their medical issues is critical to establishing trust and fostering empathy.
• Show support. It is stressful being a patient. Often, they are sick or in pain. They may experience fear, frustration with the paperwork, financial concerns, confusion with medical terms, etc. Recognize how a patient feels and acknowledge feelings. Use empathetic language. Examples include:
  • “I can see that you are upset”
  • “This must be a really hard time for you”
  • “I can see how you would be frustrated”

Empathy is a powerful and effective tool when added to your clinical knowledge, skills, and experience to provide the best care and outcomes for your patients.

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