EMPATHY UNLEASHED: EXPLORING THE IMPACT OF SOFT SKILLS AND MEANINGFUL CONNECTIONS ON PATIENT CARE OUTCOMES

By JoAn Majors

Don’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 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 establishing trust and offering empathy in patient care. However, not until this critical event did I understand more deeply the profound impact these qualities have on patient outcomes. I was experiencing something producing new insight into this belief of combined soft skills and science.

Throughout my recovery, I had the opportunity to witness first-hand the power of compassionate care. My occupational therapist (OT) became my guiding light, showing genuine interest in my progress and seeking new ways to help my hands regain function. Her dedication as a lifelong learner, constantly striving to enhance her knowledge and skills, inspired me and fueled my determination to overcome the obstacles before me. She was the one who pointed out the condition of CRPS and suggested I see a hand specialist for the actual diagnosis.

Compare this to a hygienist or clinical assistant who sees an issue or concern. The patient has so much trust in them when they point out a problem and suggest, “We need to point this out to Dr. Wonderful and ask about this.” The patient is already leaning in when the doctor makes a diagnosis or treatment option. It’s all about trust.

I was referred to a specialist for CRPS (Complex Regional Pain Syndrome) at the Houston Medical Center. From the first phone call, I knew I had finally found the right place to get answers and heal. This specialist (Dr. Hero2) and the experience profoundly impacted my recovery. He took a genuine interest in my case, starting when he entered the room. Rather than solely focusing on the physical symptoms and diagnostic records, he asked me how my life had been going since my event, demonstrating a level of caring beyond the medical diagnosis. His presence and active listening made me feel seen and heard like I hadn’t experienced with any other doctor. Dr. Hero2 had an exceptional approach to patient care; it ignited a sense of belief within me. I trusted him not only for his medical expertise but also for his ability to understand the broader impact of my condition on my life. His genuine care and connection instilled hope and confidence in the treatment process.

As the weeks passed, I noticed astonishing progress in my recovery. I attribute this transformation to the stateof-the-art medical interventions he suggested and the trust and belief I now had in my provider. His empathetic approach and willingness to invest time in understanding my experience played a pivotal role in the remarkable progress I was experiencing. It also re-energized me to complete my new book with this personal evidence I am sharing and journaling in my recovery. His approach created enormous trust and a new belief in my potential outcome. It also offered me hope. To think that I would find medical professionals that mirrored what so many of our dental professionals provide when we care for our patients was inspiring. However, for those who understand and have experienced the difference in our practices, it illuminates what we have been doing for years. It also made me realize that the soft skills we develop in people because we believe it is critical to care are now validated in this experience. I thought I had health in my future because this doctor did.

Looking back, I am grateful for the lessons in this journey. This doctor sold me the destination. In other words, he didn’t spend as much time telling me details about some painful recovery process; he spent time sharing my potential destination with the care. He talked about how this experience would only validate the content I’d been sharing for years. He told me how my audiences would be more empathetic to their patients when they heard my “truth” about how it relates to believing, healing (inside and out), and finally, this patient’s outcome. I am even more committed to spreading this message of the vital role soft skills can play in all healthcare.

In today’s fast-paced world, where technology often takes center stage, it’s easy to overlook human connection’s vital role in patient care. I’ve witnessed the transformative power of soft skills and meaningful patient-care connections. When we truly listen, patients feel valued, understood, and respected. This genuine care fosters a bond of trust that becomes the foundation of the doctorpatient relationship. Research has shown time and time again that patient outcomes are influenced by the level of trust they have in their healthcare providers.

When patients trust their dentists and the entire team, they are more likely to be proactive in seeking and accepting necessary treatments. This, in turn, leads to improved adherence to treatment plans and better overall health.

Moreover, science has also demonstrated that a solid patient-doctor connection reduces the likelihood of malpractice lawsuits. Patients who feel cared for and understood are less likely to pursue legal action even if an unfavorable outcome occurs. This highlights the significance of building trust throughout the patient’s journey. The doctor who gave me the “routine spinal injection” happens to have been one of my favorite providers ever. I referred to him as “hero” because he departed from the common doctor-speak and ease of explaining complicated issues my spine surgeon would leave me wondering about. “JoAn, you guys have a CT scan. Come sit here; I’ll show you what Dr. Con Fusion is discussing on your MRI.” He would walk through everything the surgeon said with empathy unleashed.

Immediately following the injection that left me paralyzed, the attorneys were ready. I was so angry and seriously thought I was ready, too. Stay with me because here is where it gets tricky. At my first visit to the specialist, Dr.

Hero2, he shared something that stopped me and likely began the healing. He said, “JoAn, I can see your anger and the pain; you weep today and speak about your friend “hero.”One important thing to you having the healing you deserve is to see him, especially since you have not since your event. Please make an appointment and sit with him and share your pain. I believe it will allow you to begin the real healing.” Remember, I trust Dr. Hero2 immensely, so I did what he asked. It gave me new peace, and my healing is progressing nicely inside and out!

My experience reinforced my belief in lifelong learning and continuous improvement for healthcare professionals. It reinforced my belief that my God is in my life for it all. He trusted me with a situation that could have been very different had I not kept my eyes on Him and taken my direction from Him. When providers and the team prioritize connecting with their patients personally, it can lead to transformative outcomes and improved patient care.

In conclusion, my encounter with paralysis propelled me on a journey of healing physically, emotionally, and spiritually. Through the respect and empathy of dedicated healthcare professionals, I’m witnessing the incredible impact trust and genuine connection can have on patient outcomes. As I recover and embrace life with newfound appreciation, I remain inspired to share this message with my audiences. Together, we can create a world where empathy and compassion are at the forefront of patient care, leading to more positive and life-changing experiences. It’s not all science; it is the heart-to-heart connection that truly makes a difference in the lives of our patients. Let us continue to build trust, unleash empathy, and watch patient outcomes soar to new heights. Together, we can create a brighter and healthier future.

About the author

JoAn Majors is a professional speaker, published author, and registered dental assistant specializing in training and development. An expert on strategic messaging and soft skills systems, she’s fondly referred to as a “verbal word surgeon.” She believes curiosity is a talent, and asking the right questions creates a more significant guest or patient experience. She has earned the Certified Speaking Professional (CSP), the highest earned designation in the speaking business through the National Speakers Association. She is also a Certified Virtual Presenter. She’s been published in 25 magazines and newsletters and has written four books and another out at the end of 2023: It’s Only “Routine” Until It’s Not! JoAn also serves on the Advisory Board for Dental Entrepreneur Woman magazine, and is a co-founder and content creation specialist for The Soft Skills Institute, LLC. To learn more, contact Jeannie at info@thesoftskillsinstitute.com or see her in action at joanmajors.com.