Patient interactions are an essential aspect of the treatment process of any patients. Healthcare providers are expected to engage in meaningful and empathetic interactions with their patients (Schrooten et al., 2017). These empathetic interactions should include communicating with empathy, while also listening for an understanding the experiences, concerns and perspectives of the patients. This is critical for the creation of a positive experience for patients and the improvement of their welfare. It is clear that Ingrid did not receive meaningful interactions with her healthcare providers in the former facility. Based on this assessment, the main concerns associated with her treatment include the social opportunities missed when taking her dialysis treatment, her dietary constraints, and her fear of needs.
To welcome Ingrid to the new facility, the first step taken would be empathetically listening to her concerns. The use of active listening would help me place myself in her position and experiences and understand how her treatment affects her (Schrooten et al., 2017). Active listening will help Ingrid feel heard and considered. For instance, I would ask Ingrid to tell me stories of her family and grandchildren while she takes her treatment. This will bridge the isolation of illness and help in restoring the sense of connectedness that she needs. Empathetic listening would also help in the identification of any underlying feelings and ideas associated with her fear of needles and her dietary structure. By focusing on Ingrid’s underlying needs, I will then be able to come up with proper methods and techniques that can be used. These methods and techniques will be designed according to her needs, and having a healthcare provider she trusts will also alleviate her resistance to certain aspects of her treatment.
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It is clear that empathetically listening to a patient is essential to establishing patient satisfaction. As Ingrid’s main concern with her previous facility was not being heard, the main priority is establishing trust and meaningful interactions with her. This will be critical in identifying the appropriate treatment steps for her.
References
Schrooten, I., & de Jong, M. D. (2017). If you could read my mind: The role of healthcare providers’ empathic and communicative competencies in clients’ satisfaction with consultations. Health communication , 32 (1), 111-118.
