EMPATHY
A patient begins crying after receiving difficult news.
" I am sorry this has happened"
Instead of saying, "It's not my problem."
"Please allow me to take ownership and help you."
A patient has been waiting longer than expected.
"Allow me to investigate these concerns and correct them for you."
Instead of saying, "We have not done anything wrong."
"I would like to apologize on behalf of the hospital."
Instead of asking "Do you want me to follow up?"
"I just wanted to follow up with you to check if there is anything else I could do."
A family member says, "Nobody understands what we are going through."
"I can only imagine what you are going through."
Instead of saying "I don't know,"
"I am going to get an answer for you."
A family member says no one has communicated with them.
"I apologize for the inconvenience. Tell me what I can do to help you."
A patient feels they have been treated unfairly.
"I apologize that we have made you feel this way. That was not our intent."
An issue has been addressed. What should happen next?
"Follow up to ensure the concern has been resolved."
A patient is overwhelmed and frustrated.
"I am sorry you are going through a tough time. I am here to help you."
A patient is unsure where to go for an appointment.
"Allow me to help you find the right place."
Instead of saying "Your problem is not that important."
"This is important; I want to make sure I have it right."
A patient experiences a delay in care.
"I am sorry for the inconvenience."
A patient reports a concern that requires additional investigation.
"I will personally follow up with you."
Instead of saying "I understand"
"I can relate"
Instead of saying, "I'll take care of it."
"Certainly, I will personally see to it."
A patient remains dissatisfied after an initial solution.
"How can I resolve it to your satisfaction?"
Instead of saying "It could be worse,"
"I am sorry this has happened."
A patient thanks you for your assistance.
"My pleasure. Please let me know if there is anything else I can do."
A visitor is visibly upset and raising their voice
"You have the right to be upset. I am sorry. Please allow me the opportunity to help you."
Introduce yourself while establishing accountability.
"My name is ______ and I will personally take care of this and follow up with you."
A patient feels ignored and forgotten during their stay.
"I am here for anything you need."
Delivering difficult information compassionately.
"I am sorry to say that..."
The most important action after making a commitment to a patient.
"Follow through and communicate updates."