be kind. how. vision. everyone is fighting a great battle

3/28/2016

©Allina Health System

© 2016 MMIC. All rights reserved

The case for empathy

Laurie C. Drill-Mellum, MD, MPHChief Medical Officer Vice President of Patient Safety

March 28, 2016

improving the patient and clinician experience one encounter at a time


There are no conflicts of interest or relevant financialinterests 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.

Disclosure


• 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

Objectives

STRENGTH. SERVICE. KNOW-HOW. VISION.

Copyright 2015 MMIC • All rights reserved

Be kind.Everyone is fighting a

great battle.Plato


© 2016 MMIC. All rights reserved © 2016 MMIC. All rights reserved

3/28/2016




Brené Brown on the difference between empathy and sympathy


• 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

Empathy

Source: Empathetics™


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

The empathy problem



• Increased reimbursement • Decreased malpractice claims• Better medical outcomes• Increased staff effectiveness• Improved institutional reputation• Greater customer/patient loyalty

Greater empathy improves patient satisfaction


3/28/2016



Putting yourself in their place

Source: Cleveland Clinic


• Empathy training• Mirroring• Motivational interviewing

Responding to challenging behaviors


E = Eye contactM = Muscles of facial expressionP = PostureA = AffectT = Tone of voiceH = HearingY = Your response

How Empathetics™ breaks down empathy

Helen Riess, MD


Universal facial expressions

Research by Paul Ekman

Anger Disgust Fear Happiness Sadness Surprise


• Happens unconsciously• Promotes connection• Can be used to de-escalate

emotionally charged events

The power of mirroring


Instinctual mirroring

3/28/2016



Motivational interviewing3 basic guides

Quit your job Get on the bus Go fishing




3/28/2016



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.

Copyright 2015 MMIC • All rights reserved

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



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 [email protected]

be kind. how. vision. everyone is fighting a great battle

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