the psychology of empathy
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Empathy Definition• Understanding the thoughts and feelings of others,
leading to a pro-social response• Requires teaching skills of emotional intelligence:
• Self Awareness• Self Regulation• Other Awareness and Empathy• Relationship Management
What have we learned from HealthcareResearch and
Solutions
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The Empathy Problem
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The Empathy Problem
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The Empathy Problem
Doctor and PatientMedical Student Burnout and the Challenge to Patient Care By PAULINE W. CHEN, M.D.Published: October 30, 2008
Not too long ago, I read a paper titled “Burnout and Suicidal Ideation Among U.S. Medical Students” in The Annals of Internal Medicine. It brought back a flood of memories.
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The Empathy Problem
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The Empathy ProblemEmpathy is declining in healthcare, resulting in:• Decreased patient satisfaction• Lower hospital reimbursements• Increased malpractice claims• Low clinician job satisfaction• Poorer medical outcomes• Tarnished hospital reputations
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Prioritization ChallengesPloS One - Adding Spice to the Slog
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Patient Engagement and Satisfaction
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October, 2012
Empathy Training: A Randomized Controlled Trial
HELEN RIESS, M.D. © 2014
p =0.04MGH RCT
Improvement in RatingsGIVEN BY PATIENTS TO PHYSICIANS’ EMPATHY (CARE)
Perc
enta
ge o
f Phy
sici
ans
Riess, Kelley, Bailey, Dunn, Phillips. JGIM 2012
57%
32%
Training Control
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Increased Reimbursements• Center for Medicare and Medicaid Services
(CMS)– CMS $960 million withheld in 2013
• tied to quality measures– Private insurance $1 Billion withheld
• following CMS’s leadIncrease in withheld monies rate: 1-
3% per year
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Increased Reimbursements• Massachusetts: 80 Hospitals
– Revenue : $47 Billion – Withheld: $470 M total– 70% performance– 30% communication= $141 M
• Example: Mid-size hospital – Annual revenue: $1.1 Billion– Withheld: $30 M– 70% performance– 30% communication= $9 M
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Greater Empathy results in Improved Patient Satisfaction
• Increased reimbursement • Decreased malpractice claims• Better medical outcomes• Increased staff effectiveness• Improved institutional reputation• Greater customer/patient loyalty
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When You Are the Patient“Often, it takes the leader to become the patient
before the realization sets in that there is a problem…”
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Empathy: The Foundation of the Customer Experience
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Great customer service starts with 7 letters
“…But today's customer service standard-bearers have proven that process should only be built on a basic, human-focused foundation, and when it comes to serving humans, empathy is the best place to start.”-Michael Hess, CBS News Moneywatch, March 28, 2012
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Show Empathy to Customers• Demonstration of the
Physiological Impact • Words and Vocal Tone• Acknowledgement• Staying Objective• Emotional Intelligence – Self-
Awareness and Self-Regulation
• Delivering Bad News
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Empathy Solution
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Empathetics’ Mission Statement
To transform organizations by providing empathy and communications training, which is the cornerstone of the customer experience.
Empathetics offers the only neuroscientifically grounded, evidence based and peer reviewed empathy education through e-learning and consulting services.
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E.M.P.A.T.H.Y. ™ Solution
Empathetics
Self-pacedE-learningCourses
Executive Education
Coaching
Mobile Apps
WorkshopsWebinarsFacilitator Guides
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Questions:Tessa G. Misiaszek, PhD, MPH
Email: tmisiaszek@empathetics.comMobile: (978)807-1058
@tessgallant
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