This week in class we had a guest speaker named Joni Spring. She showed us a YouTube video titled "Empathy: The Human Connection to Patient Care". The idea behind the video is to show how in a hospital, you have to remember that most of the patients and family members there are going through a really difficult time. It is important to have empathy, especially when working in a hospital, because you never know what the person you are passing in the hallway is going through. A hospital is a very sensitive environment and people that are there most likely do not want to be there and are not having the best day, which is very important to remember.
I think that this video should be shown to all hospital administrators before they begin working. Even though they are not directly involved with taking care of patients everyday, they still are in the environment and can see them walking around the building. It is also important to be empathetic with employees as well. Doctors, nurses, and other staff are all human and have good and bad days. Remembering that and making an effort to remain understanding in some scenarios and offering any kind of support when possible could make a big difference in the culture at your organization.
Link to video:
https://www.youtube.com/watch?v=cDDWvj_q-o8
I can confidently say that no one (except, perhaps, for obstetrical patients) wants to be in the hospital. The patient is why we exist as clinicians and adminstrators, why we go to work, why the hospital opens its doors. Every single person who works in a hospital needs to remember (and sometimes be reminded) that the patient comes first. Patients are not just widgets on a factory assembly line; they are our fellow man/woman going through an experience none of us would want for ourselves and who are deserving of our support, concern, and empathy. Especially when they have to pay for the unwanted experience; that's like throwing salt on an open wound. Not to sound judgmental, but the hospitals and employees which most consistently and effectively showed empathy were non-profit entities and workers owned/paid by a religious order. Their inprocessing included voluntary blessing of the workers' hands by a hospital chaplain as an structured portion of the orientation day. Trust me, that made a HUGE impact, one which I haven't forgotten in almost 40 years. How does a hospital encourage and support empathy in their staff? To me, primarily by outwardly demonstrating, in ways both financial and non-financial, how the workers are themselves valued and appreciated by their employer. Dedicated and loyal employees who feel valued by the employer tend to be the most empathetic in my experience.
ReplyDeleteHi Nicole,
ReplyDeleteI've lost track of how many times I've seen this video - it really stands the test of time and is applicable to so many situations. I'm not sure if they still do, but BCH used to show this video as part of new employee orientation. We also show it sometimes on HMP Boston Day.
Empathy is a huge area right now in medicine, because it greatly contributes to the patient experience - and studies show that good patient experience actually translates to better financial performance for hospitals.
Empathy is not only shown with actions, but also with facial expressions and nonverbal queues. Even sitting down next to someone to talk, rather than entering the room and standing while you speak to a patient, can convey a different message.
I've gone to a few presentations on Empathy lately. I think you will enjoy this video about Empathy vs Sympathy: https://www.youtube.com/watch?v=KZBTYViDPlQ