How to demonstrate empathy and compassion

摘要

Recent high-profile cases,such as those detailed in the Francis Report in 2013,have put an increased focus on making patients the priority in care1.This is echoed in the National Institute for Health and Care Excellence's guideline on patient experiences in adult NHS services2 and the General Pharmaceutical Council's’Standards for pharmacy professionals'3.Treating patients with compassion,dignity and empathy is fundamental to the concept of person-centred care4 and,as a result,the NHS both values and expects staff to demonstrate these skills.However,it can be difficult to achieve this in time-constrained consultations.Building a rapport with patients,having good communication skills and showing empathy all help to build trust5,which,in torn,is important for: 1.Encouraging patient disclosure;2.Enabling pharmacists to help patients understand their medicines;3.Exploring patients’thoughts and feelings around their medicines;4.Identifying any problems.