Evidence-Based Empathy Training Improves Patient Satisfaction
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Abstract
Background: Empathic clinical care delivery is at the core of humanitarian medical values and is a focus of patient satisfaction surveys. A randomized, controlled trial of empathy training grounded in a neuroscience curriculum conducted at Massachusetts General Hospital demonstrated statistically significant improvement in patient perception of physician empathy. Empathetics LLC was formed to provide web-based empathy and relational skills training that could meet the broad needs for this training in medical and surgical subspecialties.
Objectives: To improve empathy and relational skills in clinicians from the patient perspective and to make this training widely available through web-based delivery.
Methods: The E.M.P.A.T.H.Y. ™ Training Program, developed by Dr. Riess incorporates translational research in the neurobiology and physiology of emotions to improve patient and doctor relationships with an emphasis on physician empathy. 100 physicians in 6 specialties were randomized to instructor–led empathy training or control group. Patients used the Consultation and Relational Empathy Measure to assess physician empathy at baseline and study completion. To increase reliability, each physician was rated by multiple patients and average ratings were used in all analyses.
Results: Change scores for the patient-rated CARE were greater for the training group as compared to the control (P=.04). Training group physicians also showed greater changes in their knowledge of the neurobiology of emotions (P<.001) and in their ability to read emotional expressions (P<.001).
Conclusion: This research provides the foundation for empathy training. Web-based learning modules and mobile applications available through Empathetics, LLC will make this training broadly accessible. Hospitals and clinics are increasingly being evaluated by patient satisfaction metrics. Third party private and government payers are tying reimbursement rates at the individual and practice level to patient ratings of care. Ubiquitous, high-speed internet access and powerful mobile computing devices enable the delivery of compelling interpersonal skills training designed to fit well with the busy lives of medical clinicians. In addition to self-paced, interactive e-learning modules, ten minute mobile applications, social networking secure chat, virtual group workshops, and web-based customized consultations provide highly effective and efficient methods ensuring empathy best practices are employed.
Technical competence without relational skills is not an acceptable standard of care. Our training program improves clinician skills that have resulted in greater patient satisfaction scores, which will strongly influence patient-clinician trust, adherence to treatment, improved outcomes, fewer malpractice claims, less clinician burnout, and greater clinician career satisfaction.
Objectives: To improve empathy and relational skills in clinicians from the patient perspective and to make this training widely available through web-based delivery.
Methods: The E.M.P.A.T.H.Y. ™ Training Program, developed by Dr. Riess incorporates translational research in the neurobiology and physiology of emotions to improve patient and doctor relationships with an emphasis on physician empathy. 100 physicians in 6 specialties were randomized to instructor–led empathy training or control group. Patients used the Consultation and Relational Empathy Measure to assess physician empathy at baseline and study completion. To increase reliability, each physician was rated by multiple patients and average ratings were used in all analyses.
Results: Change scores for the patient-rated CARE were greater for the training group as compared to the control (P=.04). Training group physicians also showed greater changes in their knowledge of the neurobiology of emotions (P<.001) and in their ability to read emotional expressions (P<.001).
Conclusion: This research provides the foundation for empathy training. Web-based learning modules and mobile applications available through Empathetics, LLC will make this training broadly accessible. Hospitals and clinics are increasingly being evaluated by patient satisfaction metrics. Third party private and government payers are tying reimbursement rates at the individual and practice level to patient ratings of care. Ubiquitous, high-speed internet access and powerful mobile computing devices enable the delivery of compelling interpersonal skills training designed to fit well with the busy lives of medical clinicians. In addition to self-paced, interactive e-learning modules, ten minute mobile applications, social networking secure chat, virtual group workshops, and web-based customized consultations provide highly effective and efficient methods ensuring empathy best practices are employed.
Technical competence without relational skills is not an acceptable standard of care. Our training program improves clinician skills that have resulted in greater patient satisfaction scores, which will strongly influence patient-clinician trust, adherence to treatment, improved outcomes, fewer malpractice claims, less clinician burnout, and greater clinician career satisfaction.
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