SHM Converge Scientific Abstract ePoster Gallery-Empathy-Led Initiative to Support Patient Experience in the Hospital Setting

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This initiative aimed to improve patient experience (PEX) in the hospital by increasing empathy in daily staff-patient interactions. The authors note that PEX is a key quality metric tied to performance and reimbursement, but it has been challenged by post-COVID burnout, staff disengagement, and financial pressures.<br /><br />At Evanston Hospital, part of Endeavor Health, a system-wide “Empathy Connections” program was launched in July 2023 across four pavilions with 828 beds. The Division of Hospital Medicine included 89 physicians and 11 advanced practice providers. The intervention introduced standardized empathy questions for staff to ask patients every day, such as “What concerns do you have today that I can help you with?” and, on discharge, “What concerns do you have about going home?” Staff were coached through empathy sessions led by the PEX team and department leaders. Supporting efforts included printed reminders, discussions during staff meetings, and leader rounding.<br /><br />The team monitored HCAHPS and Press Ganey communication scores, focusing on physician communication and comparing trends with nursing communication. Before the intervention, physician communication reached the hospital’s target only once, in December 2022. After the July 2023 launch, the target was reached three times, suggesting improvement. Nursing communication did not show a significant change.<br /><br />Overall, the initiative showed promising early results in physician communication. However, challenges remain, including inconsistent engagement and variation between pavilions. The authors plan to expand the program to consulting physicians and explore whether nursing teams can adopt similar empathy statements.

Asset Subtitle

Marina Kovacevic

Meta Tag

Author List Marina Kovacevic, Nisha Wadhwa

Category Innovations

Concept Patient Experience

Concept Empathy

Concept Patient Care Quality

Concept HCAHPS

Concept Press Ganey Domain Score

Distinguished Non-Finalist

Presenter Organization Endeavor Health, Evanston Hospital

Presenting Author Marina Kovacevic

Track Other

Keywords

patient experience

empathy

hospital medicine

physician communication

HCAHPS

Press Ganey

staff-patient interactions

burnout

Endeavor Health

quality metrics

Patient Experience

Empathy

Patient Care Quality

HCAHPS

Press Ganey Domain Score