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The Empathy Formula

How to Cultivate Empathy in Healthcare: A Simple Formula for Better Patient Interactions


I'll let you in on a little secret. Empathy is everything in healthcare. If you can show empathy, you can win with patients. The problem is, some people are very empathetic naturally, and others, despite their best efforts, are terrible at it.


If this is you, and you are struggling to communicate empathy to your patients, or your patient satisfaction scores are on the decline, this article may well change your life.


After years of training healthcare professionals, I've learned that while some individuals may have a natural inclination toward empathy, anyone can cultivate this essential skill. In fact, it's simpler than you might think. I’ve developed an easy-to-follow formula that can help even the most challenged providers improve their empathetic communication—quickly and effectively.


A (Acknowledge the emotion) + B (Share the emotion) = C (Empathy)


At the heart of this approach is my favorite definition of empathy: “Empathy is the ability to understand and share the feelings of another.” Using this as our foundation, we can teach any healthcare provider how to show empathy in any situation.


Let me break it down with an example that reflects a typical patient interaction.


Example: A Simple Approach to Empathy in Action


Meet Martha, a 60-year-old patient who presents at your clinic with what she believes is a sinus infection. She’s had symptoms for three days, experiences maxillary facial pressure, headache, fatigue, and difficulty sleeping, and is seeking an antibiotic.

Your initial instinct might be to brush off her concerns, thinking, “It’s just a cold. Give it time. Drink some water. Take a nap, Toughen up.” However, today we are going to take the higher road, and show empathy.


Think back to a time when you had a cold. Remember how miserable it is when you can’t breathe through your nose, when you can't sleep because of congestion and coughing, and when the headache never seems to go away. Now imagine feeling that way for three days in a row. It's exhausting and frustrating.


Step 1: Acknowledge the Emotion (A)


Using the empathy equation, we begin by acknowledging Martha’s experience and giving her emotions a name. This is how we show that we understand her emotions:


"Martha, it sounds like the last few days have been really miserable for you. It’s so hard when you can’t sleep and get the rest your body needs to recover, and having a constant headache must be so draining. I’m really sorry you’ve been dealing with this."


In this response, we’ve demonstrated empathy by acknowledging the pain and frustration Martha is feeling. We've named the emotion (“miserable”) and validated her experience. This is step A of the formula.


Step 2: Share the Emotion (B)


Next, we need to show Martha that we are willing to share her emotional experience. This means not just understanding her frustration but doing our best to minimize her misery and ease her burden.


"I agree, it sounds like you have infection in your sinuses, but since you're three days into it, it's very likely viral, and since antibiotics don’t help viruses, this isn’t a good option for you. I understand how miserable you are and have some things I’d like you to try to help lessen your symptoms, get you sleeping better, and get your body on the path to healing. If you aren’t feeling better 10 days from today, I want you to call my office back and we’ll come up with plan B.”


Then I’d talk to her about home remedies, OTC therapies or prescription cough medicines that could help. I may even prescribe the OTC medications so she doesn’t have to wander around the pharmacy looking for things.


Here, we’re validating her concerns, expressing understanding and doing our best to ease her burden while also gently guiding her toward the best course of action. We share her frustration without giving in to the desire to offer a quick fix. This is part B of the empathy equation.


Conclusion: Transforming Healthcare Through Empathy


Empathy doesn’t always mean giving patients exactly what they ask for. And it doesn’t mean that we have to agree with their feelings, or think they are justified. It means acknowledging their feelings, sharing in their experience, and providing thoughtful, compassionate care.


This approach can have a lasting impact on patient satisfaction, trust, and overall well-being.

This formula can be used in any patient encounter. The next time you are presented with a patient towards whom you feel no empathy, think about how you can show you understand their emotion and attempt to share their emotion. This will change the way you practice medicine.


If you’re looking to improve how your team engages with patients and boost satisfaction scores, I invite you to share this free audio course with the healthcare providers in your organization. It is my firm belief that we can transform the way we deliver healthcare by transforming the way we connect.



Katie Wyatt NP-C

Healthcare Etiquette Coach

Owner of Medical Manners LLC


Katie Wyatt is a Family Nurse Practitioner with 17 years of clinical experience. In addition to working clinically, she works with healthcare teams to improve the way providers connect with patients and colleagues. Giving healthcare providers simple tips and tricks on ways they can improve communication skills & listening, fostering empathy, and enhancing collaboration, with the ultimate goal of improving patient outcomes and satisfaction and strengthening team dynamics. Check out the 'Medical Manners Podcast' wherever you listen to your podcasts or the Connect Better Course on www.medicalmanners.com

 
 
 

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