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Last updated on 2024年7月13日

Balancing patient emotions and healthcare efficiency: How do you navigate this delicate balance?

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Navigating the complex interplay between patient emotions and healthcare efficiency is a challenge that healthcare professionals face daily. You must balance the need for empathetic, patient-centered care with the demands of a fast-paced healthcare environment. This delicate equilibrium requires understanding both the emotional needs of patients and the operational necessities of healthcare systems. By acknowledging the importance of emotional health in patient recovery and the pressures of maintaining an efficient healthcare system, you can create a compassionate yet effective care strategy.

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Christine Gibson MD

Family Physician, International Keynote Speaker (2xTEDx), Author of The Modern Trauma Toolkit, Director of Safer Spaces…

1 Emotional Intelligence

Emotional intelligence is crucial in healthcare settings, where you often deal with patients experiencing fear, anxiety, or pain. By actively listening and showing empathy, you can build trust and a therapeutic relationship with your patients. This does not mean that every emotional need can be met at all times, but recognizing and validating patient feelings can go a long way in improving their overall experience. Balancing this with efficiency means setting clear boundaries and managing time effectively, ensuring that while patients feel heard, care is still delivered in a timely manner.

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Giulia Faison

Neonatologist
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Something I find helpful is to acknowledge first. Regardless of the ability to understand, agree/disagree, acknowledgement allows the patient to feel supported and connection between the patient and physician can begin to grow.

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Rakin Prabhakaran Thambi, CPhT

Pharmacy Technician, In-Patient Pharmacy at SHEIKH KHALIFA HOSPITAL,The Life Corner, Fujairah, UAE
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A healthy relationship with patients improves the quality of healthcare in society, according to the community CPhT experience. As community CPhTs, we are better acquainted with our patients' emotional backgrounds. As a result, we can gain an understanding of the patients' personnel situation. We can help with finances and have time to listen to problems and understand the patient's mental state. Medication does not always work, we can provide mental support along with it. We organise and attend events and festivals with patients. Organising sample medications for financially disadvantaged patients, hosting free medical camps, and so on all contribute to better relationships.As a result, a high-quality healthcare system has arisen.

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2 Efficient Systems

Efficient systems are the backbone of any healthcare institution. Streamlining processes like patient intake, record keeping, and appointment scheduling helps in reducing wait times and avoids unnecessary delays. However, it's important to remember that efficiency should not come at the cost of patient care. You should aim for a system that supports healthcare professionals in providing timely care while still allowing for the human touch that patients need during vulnerable times.

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Rakin Prabhakaran Thambi, CPhT

Pharmacy Technician, In-Patient Pharmacy at SHEIKH KHALIFA HOSPITAL,The Life Corner, Fujairah, UAE
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The key component of the healthcare system is an effective and up-to-date system and team. As a community pharmacy, we want to keep patient data categorised by lifestyle disorders, mental or psychological problems, auto-immune diseases, cancer, HIV or other STDs, and so on, because it is critical for providing timely medical assistance. Collecting and storing Communication Data aids in the updating of the patient's current status and medicine availability.In addition, we can provide patient counselling.As a result, we want to go with the professionally updated system and teams. As a Community Pharmacy and Staff, we play an important role in the development of the Community Health Care System.

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3 Communication Skills

Communication skills are paramount in striking the right balance between emotional support and efficiency. Clear, concise, and compassionate dialogue with patients can prevent misunderstandings and foster a sense of security. It's important to convey information about treatment plans and procedures effectively, ensuring that patients are well-informed without feeling overwhelmed. This also includes being transparent about wait times and setting realistic expectations to avoid frustration on both sides.

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Christine Gibson MD

Family Physician, International Keynote Speaker (2xTEDx), Author of The Modern Trauma Toolkit, Director of Safer Spaces Training
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Communication also has to be personalized. Important things to consider include: (1) cultural aspects - who else should be present, what is the context and meaning in which this information is being heard (2) health language literacy - of course a paid medical translator is needed for those who speak another language, but we often don't consider sufficiently who is adept at "medicalese." We need to state everything at about a grade 8 level of understanding. (3) neurodivergence - many people have brains that process information and express emotions in varying ways. Becoming more familiar with how ADHD, autism, trauma, and other forms of difference may hear and understand information is key. Learning to share non-verbally helps too.

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4 Training and Support

Training and support for healthcare professionals are essential in equipping them with the skills needed to handle emotional situations efficiently. Ongoing education in areas such as patient communication, empathy, and stress management can empower you to provide better care without burning out. Support systems, such as peer groups or counseling services, can also provide a space for healthcare workers to process their own emotions, ensuring they remain effective and compassionate caregivers.

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Christine Gibson MD

Family Physician, International Keynote Speaker (2xTEDx), Author of The Modern Trauma Toolkit, Director of Safer Spaces Training
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I run a company called Safer Spaces Training and we help professionals understand psychological first aid (think - panic attacks, dissociation) and trauma-informed spaces. Part of the work is learning self-regulation in order to co-regulate. If we aren't experts on our own nervous system states, we might inadvertently contribute to the intense dysregulation in our patients or clients. Some of the issue is moral distress and empathy fatigue. Dealing with emotions can feel abusive or impossible if there are structural harms on both sides. So there are both systemic and individual solutions needed.

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5 Patient Involvement

Patient involvement in their own care can help balance emotions and efficiency. Encouraging patients to take an active role in their health journey leads to better outcomes and satisfaction. This can be achieved through patient education and by creating opportunities for patients to express their concerns and preferences. When patients feel like partners in their care, they are often more understanding of the constraints of the healthcare system and can contribute to a more efficient process.

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Christine Gibson MD

Family Physician, International Keynote Speaker (2xTEDx), Author of The Modern Trauma Toolkit, Director of Safer Spaces Training
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In family medicine training, we learn to "FIFE" - or to elicit the "feelings, ideas, fears, and expectations" of the patients. This is just one step in person-centred care. We need to truly embody an understanding that patients are experts in their own experience - their history, their ancestors, their past, and their body. As clinicians, we have a lot of training about illness processes, but each is unique. Lean on their expertise.

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6 Technology Integration

Technology integration can significantly enhance healthcare efficiency while also addressing patient emotions. Innovations such as electronic health records (EHRs) streamline administrative tasks and improve coordination among care providers. Meanwhile, telehealth services can reduce stress for patients by providing convenient access to care. By embracing technology that prioritizes both efficiency and patient experience, you can create a healthcare environment that is both high-performing and empathetic.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Balancing patient emotions and healthcare efficiency: How do you navigate this delicate balance?

1

2

3

4

5

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7

1 Emotional Intelligence

2 Efficient Systems

3 Communication Skills

4 Training and Support

5 Patient Involvement

6 Technology Integration

7 Here’s what else to consider

Healthcare

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Balancing patient emotions and healthcare efficiency: How do you navigate this delicate balance?

1

2

3

4

5

6

7

1 Emotional Intelligence

2 Efficient Systems

3 Communication Skills

4 Training and Support

5 Patient Involvement

6 Technology Integration

7 Here’s what else to consider

Healthcare

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