Empathy matters more than ever in a technology-focused industry

Dr. Laura Cooley, senior director of education and outreach at the Academy of Communication in Healthcare, speaks at HIMSS21 in Las Vegas on Monday.

Photo: Jeff Lagasse/Healthcare Finance News

LAS VEGAS - Technology has enabled clinicians and caregivers to connect with patients remotely during the COVID-19 pandemic, providing a much-needed connection in a time of social isolation. But in this new technological frontier, it's essential not to lose sight of the importance of compassion and empathy in caregiver interactions.

Such was the message of Dr. Laura Cooley, senior director of education and outreach at the Academy of Communication in Healthcare, at the 2021 HIMSS Global Health Conference & Exhibition in Las Vegas. Her session, "Rehumanize Care through Communication and Relationships," focused on the very human interactions that remain at the heart of patient care.

The topic was inspired in part by Cooley's own interactions with the healthcare system, which inspired feelings ranging from frustration to surprise.

"Humanistic connection and relationships can make a difference," she said. "I've intentionally worked with my colleagues to make this very simplistic. How can we boil this down? It's based on evidenced curriculum around communication and how we can connect, whether virtually or in person."

Her tips are common sense, but all too often forgotten in an industry beset with change and challenge.

The first is to simply be present. That requires clinicians to determine what they need to do to prepare for an encounter, which entails more than just the nuts and bolts of a patient's condition. It requires an understanding of the person and their unique circumstances, which may necessitate carving out a brief moment for an introduction.

"If we're trying to create connections at a time when some of us are feeling less human than we used to, especially in healthcare, just having those micro-moments can really make a difference," Cooley said.

Another important strategy for caregivers is to listen, not to just the content but to the emotions of the patient. It's not enough to know they have a persistent cough; perhaps they fear that it's COVID-19, or lung cancer, and that understanding can translate to a patient truly feeling heard and understood.

"If we want to have a more humanistic relationship, we need to respond with empathy," Cooley said.

To help healthcare workers respond with empathy, Cooley offered a handy acronym: PEARLS, which stands for Partnership, Emotion, Apology, Respect, Legitimization and Support. Essentially, the point of PEARLS is to connect with a patient by identifying with their fears and frustrations, making them feel like they matter and that they're not alone.

While technology is great, it's only great when it's used in ways that strengthen human connection and empathy, she said.

"Think about being more clear and concise, and ensure that somebody actually understands you," Cooley said. "It could be the difference between someone following a plan of care or not."