Written by: Center for Care Innovations

We have seen an exponential increase in telephonic care and video visits due to the COVID-19 epidemic in the past few months.

While many patients and providers alike have welcomed and embraced these new models of care, these methods of delivering care can pose new challenges in communicating empathy. Without body language and facial expression cues, for example, it can be more difficult for us to feel connected and for patients to feel connected to us.

Establishing an empathic connection with patients is critical for:

  • Building trust.
  • Improving patient experience.
  • Improving health outcomes.
  • Improving provider and staff job satisfaction.

Empathic Communication by Phone

This resource from Elizabeth Morrison Consulting provides six tips for engaging in high-quality, connected conversations by phone. It applies to behavioral health and medical providers, medical assistants and case managers, receptionists and referral staff – anyone who interacts with patients via the phone. These tips are also applicable to our phone conversations with friends and family!


Video Session Tips for Clinicians & Other Helping Professionals

This resource from Elizabeth Morrison Consulting provides tangible ideas for creating meaningful connections for anyone who provides care by video. These tips will help you set the right tone, listen and communicate skillfully, focus on the patient, and address common challenges brought on by video sessions.




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