Brief overview of the postive impact of compassion in organizations, employee experience and patient experience.

1. CREATING COMPASSIONATE
CONNECTIONS ™

2. Objectives
Creating Compassionate Connections ™

3. What Do We Measure?
•Communication
•Responsiveness
•Cleanliness
•Pain Management
•Discharge Planning
Creating Compassionate Connections ™

4. Why Is a Great Experience Important?
Creating Compassionate Connections ™

5. Who Do We Associate With
Compassion?
Creating Compassionate Connections ™

6. What Do We Tend to Teach in
Customer Service?
Creating Compassionate Connections ™

7. Affective Communication in Healthcare
 Asking questions
 Discussing options
 Giving information or advice
 Interactive involvement – nonverbal cues and
feedback
 Information sharing – using lay language
 Social support
Creating Compassionate Connections ™

8. Barriers to Affective Communication
Styles
 Technology
 Time - need for efficiency
 Social communication/media
 Focused on service aptitude
 Job roles/responsibilities – legal considerations
 Professional distance
 Organizational culture – collaborative
Creating Compassionate Connections ™

9. Customer Service + Compassionate Care
•Scripted •Authentic
•Leaning in •Reaching out
•Role playing •Out of role
•Courtesy •Comfort
•Managing impressions •Forward purposeful
action
•Anticipation •Awareness
•Task oriented action •Relief oriented action
Creating Compassionate Connections ™

10. Questions
 Are compassion and empathy the same thing?
 Can a person be empathetic but not be
compassionate?
COMPASSION =Empathy + Action!
Creating Compassionate Connections ™

11. Creating Compassionate Connections™
Patient Experience
Caring Communicating Connecting
Feelings Words Relationship
Values Actions Commitment
Creating Compassionate Connections ™

12. Creating Compassionate Connections™
Employee Experience
Caring Communicating Connecting
Feelings Words Commitment
Values Actions Retention
Creating Compassionate Connections ™

13. How Do Organizations Create Pain?
•Decisions that did not include understanding employee
impact
•Wrong people in the wrong jobs
•Incompetence
•Leadership styles
•Communication
•Inadequate tools/services/response to employees in pain
and suffering
•Lack of awareness
•Layoffs
•Restructure
•Organizational change
•Poor change management
Creating Compassionate Connections ™

14. What Can Organizations Do?
 Embrace compassion as a core value and
characteristic.
 Lead, legitimize, support compassion
 Provide resources
 Recognize and support those who provide
compassion
 Train/develop compassion
 Integrate compassion into the Talent Management
model
Creating Compassionate Connections ™

15. ____________________________________________________________________________________________________________
Talent Management Model
Acquisition Development
Business Talent Business
Strategy Management Outcome
Retention Performance
Management
Succession
Planning