Be kind. Everyone is fighting a great battle.

Transcription

1 The case for empathy improving the patient and clinician experience one encounter at a time March 28, 2016 Disclosure There are no conflicts of interest or relevant financial interests in making this presentation and have indicated that my presentation does not include discussion of an unlabeled use of a commercial product, or an investigational use not yet approved for any purpose. Laurie C. Drill-Mellum, MD, MPH Chief Medical Officer Vice President of Patient Safety Objectives Learn about different approaches to address challenging communication and behavior Learn the difference between empathy and sympathy Learn about mirroring Learn about motivational interviewing Consider structural and cultural impacts on experience Share resources for improved communication Be kind. Everyone is fighting a great battle. Plato STRENGTH. SERVICE. KNOW- HOW. VISION. Copyright 2015 MMIC All rights reserved

2 Brené Brown on the difference between empathy and sympathy Empathy Understanding the thoughts and feelings of others, leading to a pro-social response Requires teaching skills of emotional intelligence: Self-awareness Self-regulation Awareness of and empathy for others Relationship management The empathy problem Greater empathy improves patient satisfaction Empathy is declining in health care, resulting in: Decreased patient satisfaction Lower hospital reimbursements Increased malpractice claims Low clinician job satisfaction Poorer medical outcomes Tarnished hospital reputations Increased reimbursement Decreased malpractice claims Better medical outcomes Increased staff effectiveness Improved institutional reputation Greater customer/patient loyalty

3 Putting yourself in their place Responding to challenging behaviors Empathy training Mirroring Motivational interviewing Source: Cleveland Clinic How Empathetics breaks down empathy Universal facial expressions E = Eye contact M = Muscles of facial expression P = Posture A = Affect T = Tone of voice H = Hearing Y = Your response Anger Disgust Fear Happiness Sadness Surprise Helen Riess, MD Research by Paul Ekman The power of mirroring Instinctual mirroring Happens unconsciously Promotes connection Can be used to de-escalate emotionally charged events

4 Motivational interviewing 3 basic guides Quit your job Get on the bus Go fishing

5 Promote a collaborative culture Do care team members... Feel supported and support each other? Have an accurate perception of their strengths and weaknesses? Know it s okay to be less than perfect? Do care team members know how to Have quality conversations with patients and colleagues that yield the information they need? Keep themselves in optimal condition for their demanding work? Bringing it all home STRENGTH. SERVICE. KNOW- HOW. VISION. There is a quiet light that shines in every heart. It is what illuminates our minds to see beauty, our desire to seek possibility and our hearts to love life. John O Donohue Copyright 2015 MMIC All rights reserved Empathy and communication training resources Empathetics Brené Brown TED talks and books American Academy on Communication in Healthcare AACHonline.org Motivational Interviewing in Health Care, Rollnick, 2007 Crucial Conversations: Tools for Talking When Stakes are High, Patterson and Grenny Laurie Drill-Mellum, MD, MPH laurie.drill-mellum@mmicgroup.com