When something unexpected happens to a patient, it can be difficult for healthcare professionals to know what to say to the patient or family. Empathy is actually very simple, but it is often overlooked or ignored. When the unexpected happens, patients and families can become emotional, impulsive, angry, and even hostile. Your first impulse may be to avoid them or even become angry yourself. The seeds of empathy are planted in your first interaction with a patient as you connect with that individual and their family, make the effort to understand their needs and concerns, and explain your role in providing the best possible care.
In this activity, using video examples, we explain the role of communication and empathy in the healthcare setting and the difference between empathy and apology, and when each is appropriate. We touch on the relationship of empathy and your own well-being. We also discuss the influence of empathy on patient satisfaction and the financial well-being of your hospital and explain how empathy is just one part of a successful Communication and Resolution Program. We present a case study to illustrate what can happen when empathy and open communication are ignored. Finally, we provide tips to reinforce the importance of empathy, as well as answers to a few common questions on this topic. After completing this activity, practitioners/members of the healthcare team should be able to: use the phrase “I’m sorry” in the appropriate context following an unanticipated patient outcome; distinguish expressions of empathy from statements of apology; and interpret how empathy fits into a Communication and Resolution Program.
- Provider:The Sullivan Group
- Activity Link: https://www.thesullivangroup.com/RSQSolutions/course-purchase-home/
- Start Date: 2023-02-13 06:00:00
- End Date: 2023-02-13 06:00:00
- Credit Details: AMA PRA Category 1 Credit™️: 1.0 hours
- Commercial Support: No
- Activity Type: Enduring Material
- CME Finder Type: Online Learning
- Fee to Participate: Variable
- Measured Outcome: Learner Competence, Learner Knowledge, Learner Performance, Patient Health
- Provider Ship: Directly Provided
- Registration: Open to all