Patient Experience Senior Advisor, Patient Communication Education & Training
Exchange Day 1
Sunday, March 25th, 2018
Empathy is the idea of understanding another person’s experience from his or her perspective. When empathic communication is infused into the culture of a healthcare organization in an intentional way, patient satisfaction and treatment compliance increase – which can lead to more satisfying and effective patient interactions for the provider. Placing yourself in patient’s shoes provides insight into what he or she is thinking and feeling, and the skill of empathic communication creates the condition for the patient to feel heard and understood. Empathy can return to the forefront with some key training across the caregiver spectrum, from physicians and nurses, to all other front-line staff. Jennifer Packard from Mayo Clinic dives in to critical empathic communications skill sets and just how to go about training them effectively across a health system. She will share some of the nuances of the Mayo Clinic PX patient communication model, including the creation and administration of this large scale training effort.