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



The Empathy Problem



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.

http://www.annals.org/cgi/content/abstract/149/5/334

http://www.annals.org/cgi/content/abstract/149/5/334



The Empathy Problem



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



Prioritization ChallengesPloS One - Adding Spice to the Slog



Patient Engagement and Satisfaction



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



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



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



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



When You Are the Patient“Often, it takes the leader to become the patient

before the realization sets in that there is a problem…”



Empathy: The Foundation of the Customer Experience



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



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



Empathy Solution



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.



E.M.P.A.T.H.Y. ™ Solution

Empathetics

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Coaching

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Questions:Tessa G. Misiaszek, PhD, MPH

Email: [email protected]: (978)807-1058

@tessgallant

the psychology of empathy

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