Resource Library

Patient care documentation and order-entry in the EHR are key contributors to physician burnout. EHR systems may satisfy billing and reimbursement requirements, but generally fail at supporting clinicians in healthcare delivery. The burdens that EHRs introduce are compounded by the lack of certain functionality in existing systems.

Although clinical experience develops many skills, physicians benefit from external input for improving communication skills.^1,2 Physicians can use the following techniques and training resources to improve their communication with patients and demonstrate empathy.

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” (Maya Angelou)

Defining empathy can be complicated. In medicine, it is thought of as a communication competence, but it also describes the experience between physician and patient, during which the physician becomes attuned to the patient to understand what the patient is feeling. Patients also use empathy to describe a physician’s ability to understand their feelings and opinions and express compassion and concern for their well-being.¹ Although physician empathy may seem to be a low priority in comparison to technical acumen, research indicates that physician empathy has wide-ranging benefits for both physicians and patients.

Although physician empathy may seem to be a low priority in comparison to clinical skill, research indicates that physician empathy has wide-ranging effects for both physicians and patients, including better patient outcomes, greater patient satisfaction, less stress and burnout, and — as the following case studies show — it can affect whether a patient files a medical liability lawsuit.

Patients are turning to sources such as ZocDoc, HealthGrades, Vitals, Yelp and other online physician review sources, and reviews are impacting where patients seek care. A 2019 survey conducted by Software Advice found that 72% percent of respondents used online reviews as a first step in seeking a medical provider. While this percentage may appear shockingly high to some, it accurately reflects our nation’s current consumer landscape. With similar models for selecting restaurants, clothing, cars, and other retail businesses, it was only a matter of time until the healthcare industry followed. Understanding what these online reviews say — and don’t say — can help your practice develop a strategy for improving these reviews and aid you in developing a positive reputation online.