Stoneygate Centre for Empathic Healthcare, Leicester Medical School, University of Leicester, Leicester, UK.
Department of Primary Care and Public Health, Imperial College London, London, UK.
J Eval Clin Pract. 2024 Jun;30(4):548-558. doi: 10.1111/jep.13970. Epub 2024 Mar 4.
Empathic care benefits patients and practitioners, and empathy training for practitioners can enhance empathy. However, practitioners do not operate in a vacuum. For empathy to thrive, healthcare consultations must be situated in a nurturing milieu, guided by empathic, compassionate leaders. Empathy will be suppressed, or even reversed if practitioners are burned out and working in an unpleasant, under-resourced environment with increasingly poorly served and dissatisfied patients. Efforts to enhance empathy must therefore go beyond training practitioners to address system-level factors that foster empathy. These include patient education, cultivating empathic leadership, customer service training for reception staff, valuing cleaning and all ancillary staff, creating healing spaces, and using appropriate, efficiency saving technology to reduce the administrative burden on healthcare practitioners. We divide these elements into environmental factors, organisational factors, job factors, and individual characteristics.
共情关怀有益于患者和从业者，而从业者的共情培训可以增强共情。然而，从业者并非孤立地工作。为了使共情蓬勃发展，医疗咨询必须在一个培养性的环境中进行，由富有同理心和同情心的领导者来指导。如果从业者精疲力竭，在资源匮乏、令人不快的环境中工作，面对越来越得不到满足的患者，那么共情就会受到抑制，甚至被颠覆。因此，增强共情的努力必须超越培训从业者，以解决促进共情的系统层面因素。这些因素包括患者教育、培养有同理心的领导力、为接待人员提供客户服务培训、重视清洁和所有辅助人员、创造治疗空间，以及使用适当的、节省效率的技术来减轻医疗从业者的行政负担。我们将这些要素分为环境因素、组织因素、工作因素和个体特征。
