Empathy Vs. Sympathy
"I understand this wait has been frustrating. Thank you for your patience."
Empathy
The person responsible for belongings
Who is the patients
Before leaving every patient room, make sure this is within the patient's reach.
Call bell
This communication strategy helps prevent misunderstandings and errors among healthcare team members
Close loop communication
I'm here with you, and I understand why this matters so much
What is Empathy
Every patient concern is an opportunity to improve this.
Patient experience.
This simple nursing practice reduces falls, improves patient satisfaction, and decreases unnecessary call bell use.
Purposeful Rounding
Making eye contact, asking clarifying questions, giving your full attention to the patient when they are speaking.
Active Listening
"I feel so bad that you're going through this."
Sympathy
When discussing sensitive information at the bedside, nurses should first ensure this.
Patient Privacy
Helping transport a patient, answering a call light, or assisting with a boost are examples of this.
Team Work
Messaging to communicate care milestones directly from epic to family members or proxies.
What is Notify Family
"My heart goes out to you."
Sympathy
This phrase reflects the goal of Patient Relations: turning a negative experience into a positive one.
Service recovery
This single nursing practice improves patient safety, patient engagement, nurse communication
Bedside Shift Report
This is the first action you should take if you identify a potential safety risk.
Speak up and report (HERO)
It sounds like you have been carrying a lot lately
What is Empathy
A formal complaint resulting from unfair treatment, harm, or violation of rights within the hospital.
What is a grievance
What 5 things should be done during the bedside shift report? (Need 4/5)
-Introduce all care givers using NOD
-Introduce patient
-Conduct safety scan (both nurses)
-Review patient status, orders and plan for the day
-Review and update the patient whiteboard
This written agreement outlines expected behaviors and helps promote a safe, respectful environment.
Behavioral Contract