Tips for Empathetic Patient Messaging
Compassion and empathy can be difficult to convey behind the flat medium of text messages, emails, and other forms of written health communication.
Empathy is defined as the complex capability to understand and feel the emotions of others, resulting in compassionate behavior.
Empathic communication can lead to better patient outcomes, increased patient satisfaction, and decreases patient distress and anxiety.
With that, how can healthcare providers work towards more empathetic patient messaging and, subsequently, higher quality of care?
- Use Warm and Friendly Greetings
Your initial interaction with a patient can set the success for everything that follows. A warm greeting and a friendly tone can make a large difference, making patients feel instantly welcomed and more comfortable.
- Address Patients by Name
Using a patient's name humanizes the conversation and underscores your recognition of them as an individual. It's a simple yet powerful act that fosters connection and trust.
- Reflecting Active Listening and Express Genuine Support
In written formats, active listening can be showcased by carefully responding to the concerns raised by patients. First, acknowledge their messages by summarizing their key points before providing your response.
Doing so demonstrates that their words have been heard and considered. Next, acknowledge their feelings and validate their experiences based on your active listening. Some helpful starting points are phrases such as:
- "I can see this is really challenging for you."
- "I understand this can be a lot to take in all at once."
- "I'm here for you, and we will go through all the options available."
- "Your feelings are completely normal and understandable given the circumstances."
- "I want to acknowledge how well you're handling everything."
This approach assures patients that their voices are heard and valued, reinforcing a strong relationship based on trust and compassion.
- Provide Clear and Compassionate Information
Clarity and compassion are hallmarks of good messaging. Aim to explain diagnoses, treatment options, and care instructions without medical jargon, and be sensitive to your patient's emotional responses to this information.
Use the same terms consistently to avoid confusion, especially when explaining diagnoses or treatments.
- Offer Encouragement and Reassurance
During challenging times, patients often seek reassurance and encouragement. Empathetic patient messaging involves offering words of encouragement, instilling hope when appropriate, and providing reassurance about their well-being and the details of their treatment plan.
A positive and supportive attitude can significantly impact a patient's emotional resilience.
- Educate and Empower
Providing patients with information in an empathetic manner empowers them to participate actively in their care.
Supply resources, answer questions at a digestible pace, and provide explanations that address patient concerns with thoughtfulness and patience.
It may be helpful to provide leaflets, diagrams, or printed instructions that patients can refer to later.
Effective patient messaging is a delicate blend of empathy, clarity, and professionalism. As healthcare providers, we must continually refine our messaging approach to ensure our patients feel supported, understood, and cared for.
Understanding and leveraging empathy in your communication is not optional —it's an essential part of providing exceptional patient care.
Quadrant Health is a comprehensive chronic care management platform designed to be empathetic to the patient experience using specialized, medically trained AI.
Request a demo and learn more about how Quadrant Health helps providers put these principles of empathetic care into practice here.