Speaking to the Heart of Our Patients: An Empathic Communication Education Initiative

Communicating with empathy is a critical skill within the nurse-patient relationship and a driver of a positive patient experience. Staff at a large midwestern medical organization identified an education-based communication improvement strategy to address a gap within its patient experience data. A...

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Bibliographic Details
Published in:The Journal of continuing education in nursing 2021-07, Vol.52 (7), p.319-325
Main Authors: Burkhartzmeyer, Holly L, Preston, Heather R, Arcand, Lori L, Mullenbach, Dana L, Nelson, Dawn E, Lorentz, Paul A, Stevens, Sheila K
Format: Article
Language:English
Subjects:
Adult Learning
Andragogy
Apologies
Behavior Change
Behavior Modification
Cardiac patients
Care and treatment
Caring
Communication
Communication Skills
Course Content
Educational Facilities Improvement
Emotions
Empathy
Initiatives
Interpersonal Relationship
Listening
Nurses
Nursing
Nursing care
Nursing education
Opportunities
Patient satisfaction
Patients
Perspective Taking
Physician and patient
Psychomotor Objectives
Skills
Teaching Methods
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Summary:Communicating with empathy is a critical skill within the nurse-patient relationship and a driver of a positive patient experience. Staff at a large midwestern medical organization identified an education-based communication improvement strategy to address a gap within its patient experience data. An evidence-based empathic communication education framework was developed and delivered to more than 8,400 nurses and allied health staff. Posteducation sustainment strategies were included within the framework to support ongoing concept mastery and practical application. A multilevel evaluation strategy was used to measure the education's impact from both a learner and patient perspective. Evaluations demonstrated the chain of impact from reaction, learning, behavior, and results, indicating the education improved staff members' ability to communicate empathically, contributing to an increase from baseline in communication-related patient experience data. [J Contin Educ Nurs. 2021;52(7):319-325.]
ISSN:0022-0124
1938-2472
DOI:10.3928/00220124-20210611-06