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One of the most important qualities of a healthcare provider is empathy.

How do you teach empathy? How do you learn empathy? Most importantly, how can you be an empathetic provider while remaining professional, productive, and results-driven?

According to Merriam-Webster, empathy is the action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experiences of another. Brenee Brown's short video on empathy drives it home, "empathy fuels connection and sympathy drive disconnection." The video beautifully illustrates the difference between saying you understand what someone is feeling and experiencing that feeling with them. So, the question remains, can we teach or learn empathy if we haven't experienced what the other individual is feeling?

As providers, we experience other people's challenges every day. Some are more meaningful or relatable, and some situations may conjure feelings of negativity, judgment, or indifference. Some patients really touch your heart, but others can be harder to connect with. But, it is our obligation to treat every patient with empathy, even when it's complicated or uncomfortable. As with everything, balance is paramount. Being ‘too empathetic’ or taking a situation too personally can affect our professionalism. But, if we are honest with ourselves, there is always an opportunity to foster appropriate connection and acceptance.

We have an obligation to find a way to bond with each patient in a passionate and empathetic manner; there is no other way to provide the level of care that the patient needs and deserves. It may not be easy, but if we dedicate ourselves to truthful observations and a genuine desire to grow, we can change our reactions and responses.

Recently, my previously healthy father-in-law had a terrible accident, and I was suddenly exposed to the other side of the proverbial healthcare coin. Being a family member and advocate is a completely different experience than being a provider. Even as a self-proclaimed, passionately empathetic nurse, I never expected to learn valuable perspective and empathy from this new experience. I wish my father-in-law and my family weren't thrust into a new world of doctors, hospitals, therapy, and home care, but I am grateful for the empathy I have gained.

I am determined to support my father-in-law while simultaneously studying each provider interaction. I want to learn how to be the provider that I would want to care for myself or my family member. I carefully watch which interactions are successful and which small actions create huge effects.

We shouldn't wait to experience personal hardship or health concerns to change our ways. Suggestions to create perspective and empathy are neither complicated nor difficult. I know that every provider would benefit their patients in immeasurable ways with some minor changes. When a provider practices empathy, and the patient feels respected, the interactions will be more meaningful and productive.

Introducing Yourself

We have an obligation to find a way to bond with each patient in a passionate and empathetic manner. There is no other way to provide the level of care that the patient needs and deserves.

When a provider interacts with a patient for the first time, they should always state their name and the purpose of their visit. This is a small opportunity to treat the patient with dignity and can change the feeling of interaction from cold and clinical to caring and connected.

Explaining the Procedure

Explaining why the provider is visiting the patient should not be underestimated or assumed that it is obvious. This is another seemingly trivial way to treat the patient like a person, not an object.

Answering the Phone and Returning Calls

Everyone is short on time and not all phone calls feel like a priority. But answering and returning calls may be one of the most important ways a provider can build trust with a patient.

Following Through

When a provider does what they say they are going to do or fulfills a request, the patient feels that they are a priority to the provider. Feeling important and valued helps build a healthy patient/provider relationship which benefits both the provider and the patient.

Providing a Timeline and Anticipating Outcomes

The patient may be experiencing a situation they have never encountered, but the provider has often treated many patients with the same concerns, illnesses, or challenges. The provider can offer advice, suggestions, and planning that has worked for other patients. Sometimes, sharing possible negative outcomes with the patient is better than saying nothing or offering false hope.

Talking to the Patient

In most situations, talking tothe patient is a valuable way to build trust and respect. If several family members are present, the patient should always receive direct communication from the provider.

Asking Questions and Listening to Answers

Providers who see similar patients with similar challenges on a regular basis may want to use their past experiences to make assumptions and get to a conclusion quickly. Asking the patient-specific questions at their level and truly listening to their answers can mean the difference between successful treatment and a waste of time and resources.

Being Honest

There is no value to empty promises or unrealistic expectations. Even devastating diagnoses are best delivered without delay and in a forthright manner.

I have also learned how to be a better patient.