Say the word "nurse" and you immediately think of not just the white uniform and cap, but of that kind look, caring hands and that soothing touch, all of which combine to coin the term "empathy". Yes, nurses have been synonymous with empathy and caring since time immemorial. They are the main link in the chain called hospital--patient relationship as they are the ones who are in close contact with patients. So the reputation of a hospital also depends on the quality of its nursing staff and the empathy they extend to patients.
Every prestigious hospital understands the importance of patient satisfaction and knows full well that this depends mainly on the nurse-patient interaction. This is why seasoned healthcare consulting firms are enlisted by hospitals to train their nursing staff on offering empathetic service to patients.
The role of empathy in the services offered by nurses and caregivers is critical for healthcare quality management and is highlighted below for better understanding.
Why is empathy an integral component of the role of nurses?
Of all the qualities of a good nurse, empathy is most important because
- Nurses are the caregivers who attend to the patient closely
- They should intuitively understand the patient's state of health, mind and of their needs.
- Nurses are often at the forefront and must bear the bad news about the patient's condition or even mounting hospital expenses.
- The main job of a nurse is to help the physician to heal the patient. To achieve this, nurses must first extend care and concern to the patient above everything else.
- Emotional support can help the patient faster than medicines and this should be realized by nurses.
- Above all, nurses must understand the importance of patient satisfaction and empathy is vital in providing this.
Empathy in the importance of patient satisfaction
A McKinsey Report reveals that empathy drives patient satisfaction more than anything else. Among the many factors like quality of healthcare, room environment, hospital facilities, etc., the respondents voted "Nurse Empathy" above all other criteria.
This is proof to show that empathy rank the highest in the importance of patient satisfaction and nurses must be trained to offer that.
Why do nurses need training to offer empathy to patients?
Most often, people assume that empathy comes naturally for nurses. But this is not true, Young nurses are too inexperienced to understand the pain and anguish of the patients. The old nurses have attended to so many patients that they are numbed by that experience. This does not mean empathy can be done away with.
Empathy is the foremost responsibility of a nurse and he/she must be trained to offer it fully. Empathy is nothing but "putting oneself in the patient's shoes" and envisaging the situation. This training can be offered by a qualified healthcare consulting firm to improve the hospital-patient relationship.
What empathy means for the hospital, patient and nurse?
For the Patient
"For a patient, a little empathy can make a lot of difference and be a life-changing experience."
Yes, research by the Massachusetts General Hospital shows that an empathetic rapport with patients increased their cooperation and improved their outcome in chronic conditions like diabetes, asthma, hypertension etc.
"For a patient, a little empathy can make a lot of difference and be a life-changing experience."
Yes, research by the Massachusetts General Hospital shows that an empathetic rapport with patients increased their cooperation and improved their outcome in chronic conditions like diabetes, asthma, hypertension etc.
Patients require a little empathy form nurse and caregiver and this alleviates their anxiety about their medical condition and even their trauma to a great extent. The thought that someone understands and empathizes can improve patient adherence by 12% as shown by the MedCare Review.
For the Hospital
"Empathy is a skill reflected in their hospital ratings, reviews and reputation. "
How the patient perceives his experience at the hospital says a lot about the hospital's calibre and empathy is critical in establishing it.
For the Nurse
"For a nurse, empathy ensures job satisfaction and provide a feeling of contribution to the society. It adds value to their work and enhances their self-esteem."
Nurses may be trained to be more empathetic and sensitive to patient's needs, calls, machine alarms and health warnings. This can prevent accidents, falls, mishaps and medication error and help save the lives of patients.
Empathy is epitome in healthcare quality management. Enlist the services of a professional healthcare consulting firm to entrench it in the nursing staff at your hospital.
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