Empathy has a profound impact on human connection and experience, and it can make or break many difficult interactions in our personal and professional lives. Join Dr. Tessa Misiaszek to understand the psychology of empathy and its clear path to customer loyalty, especially as it relates to the healthcare field.

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Empathy Definition
• Understanding the thoughts and feelings of others, leading to
a pro-social response
• Requires teaching skills of emotional intelligence:
• Self Awareness
• Self Regulation
• Other Awareness and Empathy
• Relationship Management

3. What have we learned from
Healthcare
Research and Solutions

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The Empathy Problem

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The Empathy Problem

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The Empathy Problem
Doctor and Patient
Medical Student Burnout and the
Challenge to Patient Care
By PAULINE W. CHEN, M.D.
Published: October 30, 2008
Not too long ago, I read a paper titled “Burnout and
Suicidal Ideation Among U.S. Medical Students” in The
Annals of Internal Medicine. It brought back a flood of
memories.

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The Empathy Problem

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The Empathy Problem
Empathy is declining in healthcare, resulting in:
• Decreased patient satisfaction
• Lower hospital reimbursements
• Increased malpractice claims
• Low clinician job satisfaction
• Poorer medical outcomes
• Tarnished hospital reputations

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Prioritization Challenges
PloS One - Adding Spice to the Slog

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Patient Engagement and Satisfaction

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October, 2012
Empathy Training: A Randomized
Controlled Trial

13. HELEN RIESS, M.D. © 2014
p =0.04
MGH RCT
Improvement in Ratings
GIVEN BY PATIENTS TO PHYSICIANS’ EMPATHY (CARE)
PercentageofPhysicians
Riess, Kelley, Bailey, Dunn, Phillips. JGIM 2012
57%
32%
Training Control

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Increased Reimbursements
• Center for Medicare and Medicaid Services (CMS)
– CMS $960 million withheld in 2013
• tied to quality measures
– Private insurance $1 Billion withheld
• following CMS’s lead
Increase in withheld monies rate: 1-3% per year

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Increased Reimbursements
• Massachusetts: 80 Hospitals
– Revenue : $47 Billion
– Withheld: $470 M total
– 70% performance
– 30% communication= $141 M
• Example: Mid-size hospital
– Annual revenue: $1.1 Billion
– Withheld: $30 M
– 70% performance
– 30% communication= $9 M

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Greater Empathy results in Improved
Patient Satisfaction
• Increased reimbursement
• Decreased malpractice claims
• Better medical outcomes
• Increased staff effectiveness
• Improved institutional reputation
• Greater customer/patient loyalty

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When You Are the Patient
“Often, it takes the leader to become the patient before the
realization sets in that there is a problem…”

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Empathy: The Foundation of the
Customer Experience

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Great customer service starts with 7 letters
“…But today's customer service
standard-bearers have proven
that process should only be built
on a basic, human-focused
foundation, and when it comes
to serving humans, empathy is
the best place to start.”
-Michael Hess, CBS News
Moneywatch, March 28, 2012

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Show Empathy to Customers
• Demonstration of the
Physiological Impact
• Words and Vocal Tone
• Acknowledgement
• Staying Objective
• Emotional Intelligence –
Self-Awareness and Self-
Regulation
• Delivering Bad News

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Empathy Solution

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Empathetics’ Mission Statement
To transform organizations by providing empathy and
communications training, which is the cornerstone of the customer
experience.
Empathetics offers the only neuroscientifically grounded, evidence
based and peer reviewed empathy education through e-learning
and consulting services.

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E.M.P.A.T.H.Y. ™ Solution
Empathetics

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Questions:
Tessa G. Misiaszek, PhD, MPH
Email: tmisiaszek@empathetics.com
Mobile: (978)807-1058
@tessgallant