The Psychology of Empathy
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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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The Psychology of Empathy
- 2. Company ConfidentialCopyright 2015. All rights reserved. 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
- 4. Company ConfidentialCopyright 2015. All rights reserved. The Empathy Problem
- 5. Company ConfidentialCopyright 2015. All rights reserved. The Empathy Problem
- 6. Company ConfidentialCopyright 2015. All rights reserved. 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.
- 7. Company ConfidentialCopyright 2015. All rights reserved. The Empathy Problem
- 8. Company ConfidentialCopyright 2015. All rights reserved. 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
- 9. Company ConfidentialCopyright 2015. All rights reserved. Prioritization Challenges PloS One - Adding Spice to the Slog
- 10. Company ConfidentialCopyright 2015. All rights reserved.
- 11. Company ConfidentialCopyright 2015. All rights reserved. Patient Engagement and Satisfaction
- 12. Company ConfidentialCopyright 2015. All rights reserved. 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
- 14. Company ConfidentialCopyright 2015. All rights reserved. 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
- 15. Company ConfidentialCopyright 2015. All rights reserved. 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
- 16. Company ConfidentialCopyright 2015. All rights reserved. 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
- 17. Company ConfidentialCopyright 2015. All rights reserved. When You Are the Patient “Often, it takes the leader to become the patient before the realization sets in that there is a problem…”
- 18. Company ConfidentialCopyright 2015. All rights reserved. Empathy: The Foundation of the Customer Experience
- 20. Company ConfidentialCopyright 2015. All rights reserved. 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
- 21. Company ConfidentialCopyright 2015. All rights reserved. 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
- 22. Company ConfidentialCopyright 2015. All rights reserved. Empathy Solution
- 23. Company ConfidentialCopyright 2015. All rights reserved. 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.
- 24. Company ConfidentialCopyright 2015. All rights reserved. E.M.P.A.T.H.Y. ™ Solution Empathetics
- 25. Company ConfidentialCopyright 2015. All rights reserved. Questions: Tessa G. Misiaszek, PhD, MPH Email: tmisiaszek@empathetics.com Mobile: (978)807-1058 @tessgallant
Editor's Notes
- Improves results in all of these areas. Think of it as the 3 R’s “ Reveune, Risk, Reputation” Now, let’s look deeper in to each issue
- Improves results in all of these areas. Think of it as the 3 R’s “ Reveune, Risk, Reputation” Now, let’s look deeper in to each issue
- Improves results in all of these areas. Think of it as the 3 R’s “ Reveune, Risk, Reputation” Now, let’s look deeper in to each issue