Our discussion. What is empathy Expressing empathy Empathy impacts: Sustaining an empathetic culture

Transcription

1 About Us 1

2 Our Services 2

3 Our discussion What is empathy Expressing empathy Empathy impacts: Patient satisfaction Service recovery Profitability Sustaining an empathetic culture 3

4 What is Empathy? 4

5 Feelings 5

6 Emotions 6

7 Feeling vs. Expressing Empathy 7

8 Expressing Empathy 8

9 Empathetic Listening 9

10 Identify Emotions 10

11 Validate Emotions 11

12 Expressing Empathy 12

13 Expression of Empathy Phrase Emotion I can only imagine how frustrated you must feel. This must be upsetting for you. I can t imagine how afraid you must be. 13

14 Impact of Expressing Empathy Takes off or shuts down Slows down or becomes completely closed Expression of Empathy Cools off/disarms Person feels isolated, alone, misunderstood Connection made; person feels reassured, heard, respected 14

15 Keep in Mind 15

16 So What? Empathy Improved Patient Satisfaction/ Experience Enhanced Service Recovery 16

17 Improved Patient Satisfaction/Experience

18 Improved Patient Experience The ability of professional staff to show empathy and foster emotional connections with patients is a large part of achieving better ratings in these areas. Source: Richard W. Millard, Ph.D., J.D. Power and Associates Patient Perspectives on Outstanding Experiences: The Impact of Emotionally Intelligent Staff 2012

19 Improved Patient Satisfaction the simple act of kindness, empathy and compassion has farreaching benefits and depending on the attending doctors or nurses demeanor can either bring positive or negative impacts to their patient s health status, their (dis )satisfaction and ultimately, their compliance to treatment. Kathryn Norcutt Engaging the Patient: Research, News, Opinions and more from Emmi Solutions 19

20 Improved Patient Satisfaction The degree to which staff addressed emotional/spiritual needs Overall Patient Satisfaction 20

21 Impact on Profit 21

22 Impact on Profit HCAHPS How often did nurses (or doctors): Treat you with courtesy and respect Listen carefully to you Explain things in a way you could understand

23 Enhanced Service Recovery

24 What is Service Recovery? Service recovery is making right what went wrong. Leonard Berry 24

25 Self Reflection 25

26 Why It s Important? 26

27 Enhanced Service Recovery 27

28 Complaints Are A Gift 28

29 Employees Feel Empowered 29

30 Don t Feel Empowered 30

31 Do Feel Empowered 31

32 Employees Have the Skills 32

33 Communicate with C.A.R.E. Emphasizes the role every caregiver plays in the patient experience throughout the system Teaches all employees how to communicate with empathy during every interaction Provides a framework for all employees to use when addressing disappointment 33

34 How it Works 34

35 When Employees Have the Skills 35

36 Empathy Enhances Service Recovery Service Recovery Magic! Common Techniques Listen Apologize Fix Empathy Compensate 36

37 Empathy Enhances Service Recovery Takes off Slows down Takes off customer starts rational Slows down Takes off Staff argues, tries to explain, or reason Staff argues, tries to explain, or reason 37

38 Empathy Enhances Service Recovery Takes off Slows Down Expression of Empathy Cools off Rationale Don t intervene too soon! Problem Solved 38

39 Cost of A Dissatisfied Patient Hard Costs Patient 1 Assumed Revenue $12,500 Assumed Average Number of Hospitalizations x5 Total Hard Costs $62,500 Soft Costs Dissatisfied Patient 1 Additional Patient (same significant complaints) +6 7 Total Hard Costs $62,500 Total Soft Costs Total Cost of a Dissatisfied Patient x16 $1,000,000 Word of mouth x9 63 Assuming 25% Level of Influence x.25 Total Soft Costs 16 39

40 Customer Loyalty Customer Loyalty Customer with service failure and successful recovery Customer without service failure Service Failure Service Recovery Time 40

41 Sustaining A Culture Of Empathy

42 What Organizations are Doing 42

43 What You Can Do Understand your connection 43

44 Completely Connected My job is to put a man on the moon.

45 Language of Connection Not At All Connected Completely Understands Connection I m just My job is XXXXX and every interaction I have makes a difference. I don t see patients I serve employees who have more direct patient contact than me. This doesn t apply to me. My role is critical to how my organization serves our customers. 45

46 What you can do Be a role model Help connect others Tell stories Participate in service excellence initiatives 46

47 Questions? For More Information champspatientexperience.com 47