LIVING YOUR STRENGTHS
EMPATHY UNLEASHED: EXPLORING THE IMPACT OF SOFT SKILLS AND MEANINGFUL CONNECTIONS ON PATIENT CARE OUTCOMES
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on’t worry; this isn’t a sappy article about fluff or the kind that makes you want to roll your eyes. This is a piece written to have us look at all our communication closely and value more deeply the connection we have (or don’t have) with the person attached to the tooth, disease, or condition. The kind of piece that makes you wonder about the success of treatment and patient outcomes. It will hopefully have you think back on a situation you or a loved one has experienced. One that could have been more impactful (in a good way) with more empathy and words that work to instill trust and confidence. I hope you’ll read on! On December 1st, I had an event that changed my life and influenced my belief in how effective communication and empathy create more significant patient outcomes than ever. I went to my pain management specialist, whom I had seen before. I was there for a “routine” (their words, not mine) injection that sent me from pain to paralyzed in less than 30 minutes. Although I lost a lot of the time that followed, I have memories that are not pleasant and PTSD about anyone with a needle near my neck or spine. After almost a month in CCU and a rehab hospital, I was determined to be home for Christmas. This event would unfold into many medical appointments, ten plus providers, intense outpatient care, lab work, x-rays, scans, MRIs, OT, and PT, the latter still today and probably an entire year. In the back of my mind at many of these appointments was a question: Where is your empathy? Do you believe patient outcomes can be better when
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By JoAn Majors
you have greater connections and use soft skills in your communication? My experience only reminded me that we are ahead in showing empathy in dentistry for the most part. We establish meaningful connections and often care deeply for them. It reminded me to constantly fight to regain my health because there is still so much work we can do in this area of care. Providers can confuse the framed documents on the wall as a reason to be trusted. I’ve worked closely with a brilliant sociologist who studied the trust factor in healthcare. I learned so much during this time. We are in a connection economy, and that paper on the wall doesn’t do what it did in the past. It takes intentional listening and empathy to build trust. Then, and only then, will patients trust us and the process for care. We see it in advanced care procedures when compliance and home care are essential to success. With today’s team members, it’s essentially the same: take the time to “know him/her,” and they will be loyal, but treat them like commodities, and they will not serve you or the patient well. We can see it in some large groups where team members forget who they are “working or learning” for. What drives someone to unleash their empathy? I’ve been called the verbal word surgeon for years in my circles. Soft skills communication involves trust with the team and trust with the patients to choose the best in care. It’s been my lane for years. We scaled this type of training almost 30 years ago with the industry’s number one case acceptance seminars. As a speaking professional, trainer, and coach, I’ve always emphasized the importance of
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