Page 27 - The SSMC Experiance Model V 1.5_Spreads
P. 27
Connect with Empathy Connect with Empathy
What happens when the patient or a Empathic reflective listening
relative is upset? Lets think about…
Seeking to understand another’s experience and
sharing it back to them, before given our own
They are getting upset because they don’t feel we
What do we do? perspective. It shows sensitivity to the fear, frustration
understand or care about what they are going through.
What emotions are the patients or relatives and confusion.
displaying?
When we use empathic reflections it:
What emotions are they feeling?
Creates deeper connections.
What does the patient really want behind
this emotions what are they telling you?
Patients and families are more willing to
listen and comply with
recommendations.
De-escalates high emotions.
More patient and staff satisfaction with
the interaction.
25 26
