Empathy & Patient Communication - Comm&Ethics - Exam 2

How many phases are there to a cycle of empathy?

3

Why is Empathy Important?

Builds relationship with patient Leads to better medication compliance Leads to higher patient satisfaction Helps patients listen to and trust the pharmacist

What are the two dimensions of empathy?

Cognitive Affective

What is phase 2

Conveying empathetic understanding of the patient's experience

What are the 3 hypotheses of possible relationships which can lead to burnout?

Empathy may create burnout Burnout may hamper empathy Empathy may protect providers from burnout

What are some barriers to empathy?

Environmental Time constraints Pharmacists specific factors Patient specific factors Lack of relationship

What is empathy?

Intellectual identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another OR The ability to understand the patient's experiences, pain, suffering, and perspective, and the ability to communicate this understanding and an intention to help

What is phase 1

Listening empathically to patient's experience/emotions

What is phase 3

Patient being aware of and reflecting on the empathic exchange

Compared to other healthcare providers, what unique challenges do pharmacists face when displaying empathy while interacting with patients?

Physical barrier, lack of privacy, time constraints/stress, etc

which dimension is sharing of emotions?

affective

Why would environment be an issue for empathy?

background noise, space, counter, privacy

There is also ______ empathy which can cause burnout

clinical

Which dimension is perspective taking?

cognitive

What are some pharmacist specific factors that can be a barrier to empathy?

distracted stressed knowledge barrier overall lack of empathy biases

What are two phrases you should NEVER use to convey empathy?

do not say *at least* don't say *should*

What are some verbal strategies to communicating empathy?

helping patients discuss and reflect on how they feel expressing understanding and willingness to help should NOT tell patients what you think they should do

What are some patient specific issues when it comes to empathy?

if your patient just wants to get the prescription and leave then it doesn't work out so well

Lack of relationship can be an issue with empathy?

lack of knowledge, feels judged, trust issues

What are some nonverbal strategies to communicating empathy?

using a warm and caring tone of voice offering a private setting for discussion listening attentively