HEALing Hands

Posted: Thu, Jul 31, 2014 07:24

If you only remember one thing from this month’s blog posts, remember to HEAL. This acronym includes all of the keys to compassionate care: Hear, Empathize, Align, and Listen. We have to renew our efforts to honor the relationship that we have with a patient by respecting their fears, goals, and hopes.

Consider This:

Remember to HEAL

Hear folks and tune in to their individuality, to their emotional and cultural dimensions - all of us are wonderfully and beautifully different from each other. Don’t assume that patients have an easy understanding of language, numbers, or percentages; especially when you are describing treatment risks or dosages.

Empathize with the patient by imagining what they’re going though, and deduce what they need. American psychologist Carl Rogers said: “Empathy means temporarily living in the other’s life, moving about in it delicately without making judgments.” The chance to feel your humanity expressed in conjunction with another human being is unique to the field of medicine. This privileged intimacy is the heart of our work. Being there, intending to be there, and deep listening are part of being empathetic – and this spiritual experience is exactly what some patients are looking for. Barry Bub’s book Communication Skills That Heal reminds us that simply listening to people can become a powerful and moving experience.

Align your behavior/speech with their emotions:

“I can tell you've had a tough time.”

“I can see why you’re discouraged/disappointed/frustrated.”

“I’m sorry that this happened.”

“You’re right!”

Listen by being silent. Same letters, same concept. If you allow silence, the patients will talk. Let people have time to digest the information you've given them and form a question without feeling rushed.

It is also important to validate the patient for coming to see you. “You were right to come in here, your blood pressure was getting up there,” or “You were right to bring your mom in, her thyroid was in need of attention.”

A study asked hospitalized patients to estimate the amount of time doctors spent with them. All doctors were instructed to stay exactly five minutes. Patients who saw a standing physician estimated that the visit lasted two or three minutes; patients who saw a physician seated at the bedside were convinced that the visit lasted 15 minutes.

The message of a standing physician is: I’m in a hurry, let’s get this over with! It’s called a sneak and peek. The message of the physician who sits is: I've got as much time as you need, even though it really isn't changing very much. What message do you want to send?

The Take Away:

Use HEAL to remember the elements of compassionate care. Don’t panic if patients are silent! Hear what makes your patients unique, empathize with their situation, align yourself with them, and then listen to what they are saying. The intimacy of the relationship between a patient and his/her physician is delicate – we must respect and honor that trust.

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