New Survey Reveals Lack of Compassion in Healthcare

The Orsini Way, a communication training company, announced the results of its new survey exploring how patients describe their interactions with doctors and nurses. The survey found that 71 percent of respondents said they experienced a lack of compassion when speaking with a medical professional, and 73 percent stated they always or often feel rushed by their doctor.

The survey also found that patients are more than twice aslikely to stay loyal to a particular hospital because they have a goodconnection with the nurses and doctors on staff, as opposed to the hospital’sreputation. These stats add further credence to a Deloitte study that foundhospitals with better patient-reported experiences perform better financially.

Other Findings show that 63 percent of respondents said theyhave left a doctor’s office without having their questions thoroughly answered,47 percent of respondents said they have had a poor interaction with a medicalprofessional that resulted in them not returning to that hospital or emergencydepartment, and 39 percent of respondents believe physicians are generally noteffective communicators.

According to the results, only 65 percent of patients weresatisfied or very satisfied with their interaction with the doctor the lasttime they visited a hospital or emergency department. In general, patients arereceptive to quality care, but negative interactions can permanently damagetheir perception.

“It only takes one interaction to change someone’s life, and it can be anything from a routine visit with a doctor to the delivery of tragic news to a family. Every interaction counts,” said Dr. Anthony Orsini, practicing neonatologist and the founder of The Orsini Way.

“The overwhelming majority of physicians are compassionateby nature. It is conveying that compassion, however, that we often strugglewith. As doctors, we are taught from the beginning to set our emotions aside,but the results of this survey make it very clear that patients have a truedesire to connect with their physicians and feel their compassion. Patientsneed to feel seen and heard, and they need to know they’re more than just anumber. Making simple changes to the way physicians and nurses communicate withtheir patients can dramatically impact a hospital’s culture and change patientengagement for the better,” continued Dr. Orsini.

The Orsini Way provides healthcare professionals with communicationtechniques that change the way healthcare providers interact with patients andfamilies, including topics such as improving the overall patient experience,breaking bad news, professional burnout and conflict resolution. The communicationmethods involve experiential role-playing via professional actors, interactiveworkshops, and a digital learning experience to reinforce adherence and buildpositive habits. Hospitals using The Orsini Way have reported a 60 percentileincrease in overall patient satisfaction rankings since employing thesemethods.