Empathy

Question 1

Define empathy

Answer 1

Putting yourself in someone else’s shoes and feeling/sharing their feelings

Question 2

Define sympathy

Answer 2

Understanding what a person is going through

Question 3

Define compassion

Answer 3

The act of trying to alleviate someone’s pain. Can be sympathetic or empathetic

Question 4

Why is empathy important in healthcare?

Answer 4

• increase understanding
• empathy conveys the best care
• builds a trusting relationship

Question 5

How would you explain a test result has been lost, and another sample is needed?

Answer 5

• Apologise and acknowledge that it’s not convenient for them
• explain the situation and take time to listen
• reassure patient of confidentiality

Question 6

Why is empathy important between colleagues?

Answer 6

• Staff are people too, get emotive
• Circumstance affects job performance
• Demonstrating empathy can relieve stress and improve morale
• ultimately influences patients

Question 7

Can empathetic healthcare be taught in lectures?

Answer 7

• No, not fully
• Intrinsically person based skill, best taught in practice
• Basic principles can be

Question 8

Which is more important in healthcare?

Answer 8

• Empathy is more powerful, but not always appropriate/possible
• Sympathy is usable all the time. As long as it’s not conveyed as pity

Question 9

How do you explain to a patient about the wait times?

Answer 9

• Acknowledge its a difficult situation
• Reassure the best possible care will be given
• listen to her concerns
• explain there are people who have been waiting longer or having more life threatening injuries

Question 10

How do you deal with a patient scared of getting a routine injection?

Answer 10

• Acknowledge her concerns
• Reassure her I’m not out to get her to change her mind
• Listen to why she doesn’t want the vaccine
• Address concerns and explain risks/benefits fully

Question 11

How do you break the news that your patient died to relatives?

Answer 11

• Ensure I have all the facts
• Acknowledge it’s a difficult time and that you appreciate them coming in
• Take them to quiet area
• Explain what happened, what we did and what went wrong
• Take time to listen
• Offer support services

Question 12

What might go through the head of an alcoholic whose been told they’ve done irreversible damage?

Answer 12

• shock
• denial
• guilt
• anger
• sadness/depression
• fear
• anxiety