Mass. provider finds effort to teach medical staff about empathy leads to higher patient satisfaction

In 2016, Massachusetts-based non-profit Atrius Health conducted 251 empathy forums, training 90% of its staff in 90-minute sessions to integrate empathy into their daily work. The effort, the provider claims, resulted in an increase in patient survey scores for "sensitivity to patients' needs." It also offered a three-hour train-the-trainer session for practice leaders where they practiced for the forums using a script, videos and other resources and materials. It also follows up with coaching and feedback to employees during one-on-one meetings, team meetings and huddles. To teach employees to practice empathy, they recommend leaders co-facilitate the sessions along with an organizational development and learning or HR consultant.
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Atrius Health teaches medical practice employees about empathy, improves patient satisfaction scores - FierceHealthcare