Operationalizing empathy

Our patient couldn’t get back to work as a truck driver, not because he wasn’t feeling well after being discharged from the hospital, but because his employer required a follow-up with a neurologist to get back behind the wheel. That appointment was set for the soonest available, at 60 days. Not getting back to work put his entire family at financial risk.

When a patient experience leader reached out to him as part of program to check-in with every patient post-discharge, he cried when she understood what the follow-up visit meant to his family’s financial security. The patient experience leader was able to get him in that same day.

Process
Post discharge phone calls: quick wins to prevent ED visits

Operationalizing basic systems like a phone call  home following a hospitalization can make a meaningful difference for patients, as well as prevent post-discharge ED visits. At Johns Hopkins, the calls have also improved Hospital Consumer Assessment of Healthcare Providers and Systems.

Technology
AI scribes and EHR bedside apps  

AI scribes: Give it a try!

There are some secure AI virtual scribe services, like Abridge, that streamline documentation and allow clinicians to spend more time listening and connecting with patients and less time charting. After receiving consent from all participants in the room, clinicians can turn on the microphone in an AI scribe app to “listen” to and scribe the conversation. Here are some important considerations and best practices to consider when using an AI scribe.

EHR bedside apps

There are now EHR apps available to patients while in an inpatient setting or ED. In the ED at Johns Hopkins, the EHR bedside app can narrate care to patients and explain confusing processes in lay language. It can also show them upcoming tests and the results. Let patients know they may see their results before a clinician reviews them.

Finally, here are two techniques I routinely observe the most successful Hopkins faculty using in their day-to-day patients encounters:

1. Finding a personal connection

Patients often evaluate a new clinician caring for them in the first 10 or 15 seconds together. While patients expect skill and competence, what they often want to know first and foremost is that the clinician cares about them as a person. The most successful healthcare professionals quickly find a point of connection be it kids, pets, or hobbies.

2. Responding to emotion

First, here are three phrases to avoid: (1) “I understand”, (2) “I know”, and (3) “I’m sorry you feel that way.” These are risky ways to respond to a patient in an emotional moment. Instead consider the following:

Name the emotion: “I see you’re frustrated.”

Validate the emotion: “Of course you’re frustrated, it’s completely normal. Most patients feel the same in these circumstances.”

Apologize / acknowledge if needed: “I’m so sorry you had to wait this long,” or “I wish we had a better option to reduce your pain safely.”

Reassure/ share appreciation: “The entire team takes your concern seriously,” and “We’re all here for you,” are great ways to reassure without promising anything. Vocalizing something simple and personalized like, “I really appreciate you being such a strong advocate for your loved one,” or “Thanks for sharing such a detailed history,” are helpful approaches to stay connected, navigate stress, and conclude encounters on a positive note.

Ultimately, all of these strategies, both technological and interpersonal, aren’t just about improving healthcare delivery. They’re also about acknowledging and addressing the holistic needs of patients while connecting authentically. This can help to prevent friction and find more joy in caring for patients.

This piece expresses the views solely of the author. It does not necessarily represent the views of any organization, including Johns Hopkins Medicine.