Empathy Training For Staff
Being a patient-centered health center, Camarena Health is always striving to increase quality of care for its patients. Camarena Health has noticed that more and more patients are walking through its doors with challenges that may not be apparent upon first glance. A major initiative was the implementation of an empathy training for the entire workforce: from providers to front office staff, administration to purchasing, and beyond. An empathetic approach to customer service allowed staff to reexamine how they interact with patients, coworkers, and more.
It’s not what you say, it’s how you say it. By taking a moment to get on their level and understand where they are coming from or realize you may not know where they are coming from, it allows for a more respectful interaction. It is important that patients feel heard when they are in distress or experiencing an issue. Many employees have commented saying “it completely changed my perspective.” By creating more self-awareness, staff feel like they are better able to interact with patients.
Camarena Health is confident that the numbers will show a more positive and satisfied patient population as more of its workforce completes the training. Asking staff to recognize each other when they show empathy is the next step in building an empathetic culture in the workplace. Many employees have also expressed how the lessons carried over into their professional and personal lives, showing that empathy is an essential quality for a thriving environment.
For more stories from the heart, check out our 2021 Annual Report.