Healthcare for Humans Elizabeth Morrison LCSW, MAC Elizabeth - PowerPoint PPT Presentation

Healthcare for Humans Elizabeth Morrison LCSW, MAC Elizabeth Morrison Training and Consulting

• Image; photo of my husband and son;

Image of patient, Lori

Do we really need to talk about Empathy? • We are already in this field because we have deep concern for others • We already work for organizations with mission statements to be in service to those who need it most • We already sometimes feel heavy or drained with worry and empathy for others

• Image of being burdened cascade of these initials: PCMH, ACA, TIC, WPC, Health Homes, PRIME, SBIRT • Image of being buried by electronic health record work on the computer

So ….why talk about Empathy in H ealthcare? As a field we don’t always do a very good job of demonstrating empathy.

• Images of command signs

• Image of cold waiting room

• Image of person in hospital gown on an exam table

• Image of an ER

• Image of garbage in a parking lot outside healthcare setting

• Image of receptionist behind glass, not looking up

Feeling empathy doesn’t correlate to conveying empathy

• Picture of my mom

What is empathy? Compassion Rapport • Word bucket: Trauma-informed care Caring Humility Kindness Understanding Respect Good will Therapeutic-alliance Perspective-taking

Impact of Empathy • Picture of Carl Rogers

Impact of Empathy on Treatment Outcomes • Diabetes • Obesity • Depression • Addictive Disorders • Pain Control • Anxiety

Impact on Diagnostic Accuracy • Increases client/patient self disclosure • Judgement clouds diagnostic decisions

Impact on grievances and litigation • Lowers client complaints and grievances • Protective of litigation

Impact on us • Cognitive empathy vs. affective empathy • Cognitive empathy = perspective taking, lack judgement • Affective empathy = feeling the same feeling as the other

Impact on us • Related to sick days out of work • Protective of burn out • Decreases unpleasant interactions • Increases rewarding interactions • Improvements in job satisfaction

Skillful empathy conveyance is …. • Treatment • An evidenced based practice • Practice based evidence • Professional obligation • An organizational imparative

What are core evidenced based empathy techniques? • Open ended questions • Reflective listening • Affirmations • Acknowledgement of feelings • Mirroring

Avoid ….. • Conveying Judgement

Limiting …. • Advice “You should…..” • Cheerleading “you’ll get through it, I know how strong you are” • Reassurance “don’t worry, he’ll be fine” • Trying to change feelings “Don’t cry, think positive….”

Environmental Empathy • Eye contact, goodwill greeting, smile at reception • Attention to atmosphere: lighting, temperature, beauty • Limit disrepair, disorganization, neglect • Avoid command signs

Empathy conveyance is: • Teachable • Measurable • Improvable

Advancing Empathy in our organizations • Integrate empathy skills in job descriptions • Hire for empathy skills • Evaluate for empathy skills • Train for empathy skills • Create spaces and processes that facilitate empathy • Decrease empathy conveyance barriers

• Last slide, image; closing