Podcast: Civility, empathy, respect equal health care ‘superpower’
The patient was near death, and her family said she needed appropriate dress for the next stage of life in their belief system.
“I couldn’t have been more moved by what our team did in response,” said Don McKenna, president of Milton S. Hershey Medical Center, who describes the experience from earlier in his career on the Inclusion Academy podcast, Civility and Empathy: Their Implications in Health Care.
“On their own,” he said, “the staff there purchased a white dress for her. She had that dress on when her time came to pass. The team’s empathy and connection – because they asked, listened and understood – will be with that family forever.”
The podcast examines the critical role of civility, empathy and respect in clinical practice and why those attributes are essential for equitable, compassionate health care and team collaboration.
Demonstrating civility, empathy a ‘superpower’
McKenna defines civility as being respectful, showing courtesy and having consideration for others. “It’s really not complicated, and yet it’s so powerful. It helps us communicate better, drives trust, improves morale and helps us stay focused on our patients, while also enhancing safety,” he said. “Having those skills is like having a superpower.”
Every interaction provides the opportunity to make a positive or a negative difference. “Everyone wants to feel valued,” McKenna noted. “If people feel we’re connected to them as a person and not just as a patient, we’ll improve their experience. In that way, we put our values in our practice.”
Connecting via culture
Research shows a strong correlation between understanding patients’ cultures and improved patient satisfaction and communication, as well as reduced health care disparities.
Social and behavioral factors affect about 80% of health outcomes, according to Hector Ortiz, program manager for diversity and inclusion education with the Office of Health Advancement and Community Engagement. “Compassion serves as the glue among civility, respect and empathy,” he said.
Watch podcast highlights on:
The monthly podcast series and other recorded sessions on culturally responsive care are part of the Inclusion Academy Certification Program, which rewards employees for attendance. Live sessions featuring expert-led case studies can be requested for specific needs and may include Continuing Medical Education and Pennsylvania State Nurses Association credits.
Another recent podcast features Penn State Health’s Interpretation and Translation Services. Misty Bowman, manager of Interpreter Services at Hershey Medical Center, explains how the health system uses employees and external services to offer interpretation in more than 240 languages.
Watch all Inclusion Academy podcasts on YouTube.
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