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What do you do if a patient needs your assertiveness and empathy in equal measure?

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When faced with a situation where a patient requires both assertiveness and empathy, healthcare professionals find themselves walking a tightrope. Assertiveness ensures that the patient's needs and rights are firmly represented, while empathy allows for understanding and addressing the patient's emotional and psychological state. This delicate balance is crucial in patient advocacy, as it can significantly impact a patient's experience and outcome. By mastering the art of blending these two skills, you can become an effective advocate, ensuring that patients receive the care and respect they deserve.

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Corinne I. Heitz, Dr. phil. I (PhD)

Diagnostisches und therapeutisches Expertenwissen?; Fachbuchautorin??; Referentin aus Leidenschaft; Praxisinhaberin…
Hamze Salhab

International Mobile Staff @ Médecins Sans Frontières | MPH | PGDIp Emergency Response, Disaster Management | BSN
Phoebe Strimenopoulos

PR/Marketing Manager (Board of Directors) at Mesogeiako Kentro Apokatastasis A.E.

1 Understanding Needs

To provide the best care for a patient, you must first thoroughly understand their needs. This involves active listening and asking probing questions to get to the heart of their concerns. It's essential to recognize not only the medical or physical needs but also the emotional and psychological ones. By doing so, you can tailor your assertiveness to address the specific areas where it's needed most, ensuring that the patient feels heard and supported throughout their healthcare journey.

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Corinne I. Heitz, Dr. phil. I (PhD)

Diagnostisches und therapeutisches Expertenwissen?; Fachbuchautorin??; Referentin aus Leidenschaft; Praxisinhaberin (Serafin.ch) und philosophischer Coach (CorinneHeitz.com)??
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Es ist mein Praxisalltag, sowohl emphatisch, als auch mit meinem Fachwissen therapeutisch kompetent zu sein. Für einen ganzheitlichen Umgang mit meinen Patienten ist das Voraussetzung.

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Hamze Salhab

International Mobile Staff @ Médecins Sans Frontières | MPH | PGDIp Emergency Response, Disaster Management | BSN
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If a patient needs your assertiveness and empathy in equal measure, it's important to understand their needs comprehensively. Start by listening actively to the patient to understand their concerns and preferences. Show empathy by acknowledging their emotions and demonstrating that you understand their perspective. At the same time, be assertive in advocating for their needs and ensuring that their voice is heard. Clearly communicate your recommendations or decisions, explaining the reasons behind them and addressing any concerns the patient may have. By balancing assertiveness and empathy, you can effectively advocate for the patient while providing the support and understanding they need.

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2 Empathy First

Begin every interaction with empathy. Show your patient that you genuinely care about their well-being by acknowledging their feelings and experiences. This initial step helps in building trust and rapport, making it easier for you to advocate on their behalf. When a patient feels understood, they are more likely to share important information about their health, which is crucial for providing appropriate care and making informed decisions.

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Phoebe Strimenopoulos

PR/Marketing Manager (Board of Directors) at Mesogeiako Kentro Apokatastasis A.E.
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To express empathy, you must sit down and listen. A patient may be struggling with some family issues, feeling abandonment, denying existing health issues or sometimes simpler issues like inability to reach family on phone. By letting them vent you can pick out the underlying problem and work from there. Let them know you are there for them and remind them that they are there to overcome or improve their health issue and return home. The words ‘return home’ in my experience, usually leads to a smile. Involve their therapists or nurses in the discussion, people like to feel important and noticed. Then kindly remind them that they must follow instructions and therapies in order to have the outcome they deserve.

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3 Assertive Communication

Once you've established an empathetic connection, it's time to employ assertive communication. This means expressing the patient's needs and concerns to other healthcare professionals clearly and confidently without being aggressive. It's about being respectful yet firm, ensuring that the patient's voice is not only heard but also taken seriously. Assertiveness is key in advocating for proper attention, necessary tests, treatments, or any other aspect of patient care that might be overlooked or underestimated.

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4 Balancing Act

Striking the right balance between assertiveness and empathy can be challenging. You must be sensitive to the patient's emotional state while still being able to push for what is in their best interest. This might involve negotiating with other healthcare providers or standing up against bureaucracy to ensure the patient's needs are met. Remember that both qualities are not mutually exclusive but rather complementary; one can be assertive while still being empathetic.

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5 Navigating Challenges

Inevitably, you'll encounter challenges when advocating for a patient. You might face resistance from healthcare providers or institutions, or even from the patients themselves if they are anxious or uncertain about their care. It's your role to navigate these challenges with a calm and understanding demeanor while also standing firm on the patient's needs. This requires patience, good judgment, and the ability to remain composed under pressure.

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6 Continuous Learning

Lastly, patient advocacy is an ongoing learning process. Each patient is unique, and so are their needs. Continuously refining your skills in both assertiveness and empathy will help you become more effective in your role. Stay updated with the latest developments in healthcare policies and practices and seek feedback from patients and peers to improve your advocacy efforts. Your growth in these areas will not only benefit your patients but also enhance your professional fulfillment.

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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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Maria DiDanieli

System Navigator, Community Services and Outpatient MH&A at Burlington Family Health Team/Ontario Health Team
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Looking through the categories to which we can add our thoughts, it strikes me that they are all important for achieve this balance. The sequence through, and the extent to, which one leverages one or the other element in a particular patient scenario may change with the details of the situation, but all of these - understanding needs, navigating challenges, continuing education etc - are important. I agree that empathy should always be at the helm of patient work. But at times, partnering with the patient to achieve desired goals/outcomes is the best route whereas at other times, the situation will requires a level of assertiveness on your part to encourage the patient toward actions that will help them meet their goals.

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What do you do if a patient needs your assertiveness and empathy in equal measure?

1

2

3

4

5

6

7

1 Understanding Needs

2 Empathy First

3 Assertive Communication

4 Balancing Act

5 Navigating Challenges

6 Continuous Learning

7 Here’s what else to consider

Patient Advocacy

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What do you do if a patient needs your assertiveness and empathy in equal measure?

1

2

3

4

5

6

7

1 Understanding Needs

2 Empathy First

3 Assertive Communication

4 Balancing Act

5 Navigating Challenges

6 Continuous Learning

7 Here’s what else to consider

Patient Advocacy

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感谢您的反馈

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