Novel Web-Based Empathy Training with Neuroscience-Informed Curriculum
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Abstract
Background: Empathic clinical care delivery is at the core of humanitarian medical values and is a focus of patient satisfaction surveys. A decline in empathy and increase in burnout among clinicians is well documented. There has been a call for interventions that address this problem on a broad scale with evidence-based solutions. Empathetics LLC was formed to provide web-based innovative empathy and interpersonal skills training leveraging new scientifically proven methods that enhance relationships, cooperation and compassionate communication. Research conducted at the Massachusetts General Hospital has demonstrated that empathy training can significantly improve the quality of human interactions. In the healthcare industry, more than 80% of malpractice claims are filed due to communication failures. Negative consequences of uncompassionate communication threaten effectiveness in all organizations. Empathetics offers novel training based on the neurobiology and physiology of human emotions that improve interpersonal behavior. Empathetics training enables accurate interpretation and translation of emotional communications, resulting in greater trust, safety and satisfaction in the work place.
Objectives: Skillful communication is necessary at every level of Healthcare from senior leadership teams to support staff. There are basic skills that can be taught using an understanding of the neuroscience of human emotions that are powerful tools to modify behavior. The objectives of Empathetics, LLC are to
1) Improve awareness of emotional states in others.
2) Improve emotional self-awareness.
3) Improve self-regulation in emotionally charged interaction.
4) Appreciate the cognitive and affective components of empathy.
5) Maintain an empathic stance in difficult circumstances.
6) Understand that empathy involves communicating compassionately.
7) Distinguish true empathy from misguided empathy
Methods: Dr. Riess has developed the E.M.P.A.T.H.Y. ™ Training Program, which incorporates translational research in the neurobiology and physiology of emotions to improve patient and doctor relationships with an emphasis on physician empathy. Using didactic and experiential learning, participants learn the basic science of emotional connection, techniques to enhance emotional self-management skills for challenging interactions between clinicians and patients. Video vignettes of patient-clinician interactions enhance appreciation of implicit emotional states in patients as well as clinicians.
Results: Two pilot studies and a randomized, controlled trial, all conducted at Massachusetts General Hospital and the Massachusetts Eye and Ear infirmary have demonstrated the effectiveness of E.M.P.A.T.H.Y. ™ training in eight medical and surgical specialties. This research provides the foundation for the web-based learning modules and mobile applications available through Empathetics, LLC. References: Riess H. JAMA 2010; Riess H, Kelley JM, et al Otolaryngology – Head & Neck Surgery, 2011.
Conclusion: Hospitals and clinics are increasingly being evaluated by patient satisfaction metrics. Third party private and government payers are tying reimbursement rates at the individual and practice level to patient ratings of care. Technical competence without relational skills is not an acceptable standard of care. Our training program improves clinician skills that have resulted in greater patient satisfaction scores, which will strongly influence patient-clinician trust, adherence to treatment, improved outcomes, fewer malpractice claims, less clinician burnout, and greater clinician career satisfaction.
Objectives: Skillful communication is necessary at every level of Healthcare from senior leadership teams to support staff. There are basic skills that can be taught using an understanding of the neuroscience of human emotions that are powerful tools to modify behavior. The objectives of Empathetics, LLC are to
1) Improve awareness of emotional states in others.
2) Improve emotional self-awareness.
3) Improve self-regulation in emotionally charged interaction.
4) Appreciate the cognitive and affective components of empathy.
5) Maintain an empathic stance in difficult circumstances.
6) Understand that empathy involves communicating compassionately.
7) Distinguish true empathy from misguided empathy
Methods: Dr. Riess has developed the E.M.P.A.T.H.Y. ™ Training Program, which incorporates translational research in the neurobiology and physiology of emotions to improve patient and doctor relationships with an emphasis on physician empathy. Using didactic and experiential learning, participants learn the basic science of emotional connection, techniques to enhance emotional self-management skills for challenging interactions between clinicians and patients. Video vignettes of patient-clinician interactions enhance appreciation of implicit emotional states in patients as well as clinicians.
Results: Two pilot studies and a randomized, controlled trial, all conducted at Massachusetts General Hospital and the Massachusetts Eye and Ear infirmary have demonstrated the effectiveness of E.M.P.A.T.H.Y. ™ training in eight medical and surgical specialties. This research provides the foundation for the web-based learning modules and mobile applications available through Empathetics, LLC. References: Riess H. JAMA 2010; Riess H, Kelley JM, et al Otolaryngology – Head & Neck Surgery, 2011.
Conclusion: Hospitals and clinics are increasingly being evaluated by patient satisfaction metrics. Third party private and government payers are tying reimbursement rates at the individual and practice level to patient ratings of care. Technical competence without relational skills is not an acceptable standard of care. Our training program improves clinician skills that have resulted in greater patient satisfaction scores, which will strongly influence patient-clinician trust, adherence to treatment, improved outcomes, fewer malpractice claims, less clinician burnout, and greater clinician career satisfaction.
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