Empathy

Question 1

Empathy

Answer 1

awareness of other people’s emotions and understanding and share their feelings on a particular situation

Question 2

Sympathy

Answer 2

feeling pity or sorry for someone else – but not experiencing the emotions as if you were the other person.

Question 3

What are the four steps to an empathy scenario

Answer 3

1. Initiate the station - who why consent
2. Explore the problem by asking open Qs
3. The patients concerns
4. Agree with them on an action plan

Question 4

How to enter the room

Answer 4

• be conscious of entrance
• don’t look gloomy
• professional and slightly upbeat
• face the patient
• scan rooms for the props

Question 5

3 steps to explaining the issue

Answer 5

• form a rapport
• allow patient space
• don’t pressure the patient

Question 6

Forming a rapport (3)

Answer 6

1. Open questions eg how can I help
2. Empathy
3. Active listening

Question 7

Mirroring

Answer 7

Mirror the patients body language etc
Use words they say

Question 8

Open questions

Answer 8

• broad
• opinion or point of view
• why how what

Question 9

Closed questions

Answer 9

• specific
• yes no or short answers
• factual or confirmations
• they don’t generate convo

Question 10

What to keep in mind when forming action plan

Answer 10

Are you the right person to provide that help in this situation

Question 11

What are possible solutions

Answer 11

• arrange/ go with the patient
• speak to someone for them
• point the person in the right direction

Question 12

PCC

Answer 12

Patient centred care
Things such as confidentially and respecting boundaries

Question 13

An example of when I saw empathy

Answer 13

When the dentist related to the patient who was getting there wisdom teeth removed and telling them about their experience and how they can understand what the patient is going through