We know patients want it, and some providers are even measured on how well they provide it. But are we delivering it?
Compassion has two core components:
1. An awareness and concern of another’s suffering
2. A desire to alleviate it
Patients want to be comforted, heard, informed, understood, respected, supported and engaged.
So what does compassion look like for you and your team? It can include:
- Communication
- Availability
- Tone of voice
- Accountability
- Care
- Comfort
- Listening
- Eye contact
- Respect
- Trust
- Sensitivity
- Time
- Hope
- Understanding
- and even Humor
And this extends to every person in your office who has contact with patients — from the phone to the front desk to your physicians and patient care team to even your scheduling and billing staff. They are all capable of compassion. And don’t forget your signage, Web site/patient portal and written communication. It isn’t just what you do, it is how you do it … in every single patient touchpoint.
Compassion cultivates loyalty, devotion and even healing. How does your office deliver compassionate care?