{"id":52004,"date":"2021-11-24T10:13:43","date_gmt":"2021-11-24T15:13:43","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=52004"},"modified":"2021-11-24T21:54:58","modified_gmt":"2021-11-25T02:54:58","slug":"patient-experience-and-grief","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/patient-experience-and-grief\/","title":{"rendered":"The Patient Experience and Grief"},"content":{"rendered":"<p>Scenario: Following a routine check-up, a woman&#8217;s doctor asks how she&#8217;s dealing with\u00a0her husband\u2019s failing health. She&#8217;s been asked this question many times before, and has always smiled and replied, \u201cWe\u2019ve got this!\u201d Today, she informs her doctor between sobs that her husband passed just a few weeks before, and she\u2019s barely holding on. As she breaks, the doctor is silent, thoughts racing:\u00a0<em>How do I console such pain? Is it even possible?<\/em><\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-52034\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1166090319-1024x683.jpg\" alt=\"patient experience grief\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1166090319-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1166090319-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1166090319-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1166090319-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1166090319-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<p>Offering a good patient experience when it comes to grief can be difficult for anyone. It&#8217;s hard to know what to say or how to try to put a smile on another person\u2019s face. Here\u2019s the easiest tip: Don\u2019t. Rushing someone through grief is more about you than them, and your patients will notice \u2014 quickly. To understand better, let&#8217;s review some important points and practices regarding grief.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Understanding types of grief<\/h2>\n<p>While many are familiar with the <a href=\"https:\/\/www.washington.edu\/counseling\/2020\/06\/08\/the-stages-of-grief-accepting-the-unacceptable\/\" target=\"_blank\" rel=\"noopener\">five stages of grief<\/a> \u2014 denial, anger, bargaining, depression, and acceptance \u2014 many are not aware of the different types of grief and how dealing with them properly can enhance the patient experience. Stephen Dudley of the Seattle Washington School of Medicine outlines <a href=\"https:\/\/www.aafp.org\/afp\/2019\/0701\/p54.html\" target=\"_blank\" rel=\"noopener\">five concepts<\/a> for understanding grief:<\/p>\n<div class=\"div-minispacer\"><\/div>\n<ul>\n<li><strong>Anticipatory grief<\/strong> is identified by the worry of what it would be like without a loved one and mourning their impending loss. This can last for years, based on the diagnosis or status of the loved on.<\/li>\n<li><strong>Bereavement<\/strong> is the act of experiencing the loss and overlaps with grief itself (see below).<\/li>\n<li><strong>Grief<\/strong> is the active internalization of loss \u2014 things like crying, sadness, and loneliness \u2014 and lasts up to a year.<\/li>\n<li><strong>Mourning<\/strong> is the personal or public way some one may grieve, i.e. having funerals, wakes, or celebrations of life, and going through this process can take up to a few years.<\/li>\n<li><strong>Complicated grief<\/strong> is protracted, disabling grief which isn\u2019t as common for most, but can last several years.<\/li>\n<\/ul>\n<p>As any of these concepts can overlap, much like the five stages of grief, it\u2019s important to know that you can\u2019t rush anyone through any stage, as people grieve differently. So how do you improve the patient experience during this difficult time?\u00a0Through listening to the <a href=\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/\" target=\"_blank\" rel=\"noopener\">voice of the patient<\/a> with empathetic listening and employee engagement.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>What is empathetic listening?<\/h2>\n<p>Empathetic listening is a more advanced form of active listening \u2014 it&#8217;s a dynamic and compassionate process where you are showing you care about an individual and what they feel, and you are truly trying to understand them, even if you don\u2019t agree. While it can be used in any area to recognize problems and find working solutions, it makes healthcare staff part of the healing process for those who are grieving, and in turn, creates value for patients.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Along the lines of what I described in a <a href=\"https:\/\/www.sogolytics.com\/blog\/employee-engagement-patient-experience\/\" target=\"_blank\" rel=\"noopener\">previous blog<\/a> about how employee engagement can improve the patient experience, empathetic listening is an excellent way for employees in a healthcare system to show engagement and support the patient-centered approach to care.\u00a0At its most basic, empathetic listening is letting someone know you\u2019re there, you care, and you are willing to help, even if it\u2019s just by being there. It doesn\u2019t have to be structured with a full script of the \u201ccorrect\u201d words. Empathetic listening is more intuitive than that.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Ask yourself how you may want someone to be there for you when you are hurting or sad. This doesn\u2019t make dealing with grief a one-size-fits-all approach, but it&#8217;s a good starting point for showing compassion.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>To help you with this process, we\u2019ve put together a few pointers.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Listen more, talk less<\/h2>\n<p>When someone says, \u201cI know just how you feel,&#8221; it typically creates anger in those who are suffering from grief. They often feel this is a patronizing way of making the situation about <em>you<\/em>. You couldn\u2019t possibly know the history, experience, background, or culture that underpin their reaction to their loss. You can\u2019t. What you <em>can<\/em> do is empathize and listen. Give them time to cry, release, and talk about how they&#8217;re feeling. Encourage them to have this moment without judgement.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>It&#8217;s about the voice of the patient, and not you. For this moment, let the world revolve around them. Everything they are sharing is important.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Pay attention to what\u2019s <em>not<\/em> being said<\/h2>\n<p>Humans give many non-verbal cues. For example, being hunched with arms across the chest could possibly mean an individual is on the defensive or protecting themselves. Are they silently crying but saying nothing? Then don\u2019t feel like you need to fill the space with words. You may be much more helpful simply by being there and placing a tissue within reach. A simple \u201cI\u2019m here,\u201d or \u201cI can listen if you want to talk, but I\u2019m here even if you don\u2019t,\u201d can go a very long way.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-52035\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-522513915-1024x683.jpg\" alt=\"patient experience grief\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-522513915-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-522513915-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-522513915-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-522513915-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-522513915-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Context, context, and more context<\/h2>\n<p>You might understand the literal words the person is saying, but also try to understand the context of the words, too. \u201cI\u2019m hurting\u201d tells you one thing, but this statement in response to the question, \u201cHow are you holding up?\u201d says they aren\u2019t \u201cholding up.&#8221; With empathetic listening you must give the person your undivided attention and remember what has been said to you. It\u2019s a process many don\u2019t use, but is essential to healthcare.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Be a mirror<\/h2>\n<p>You are reflecting the patient\u2019s emotions. This doesn\u2019t mean you have to shed tears with them if they are. But you shouldn\u2019t look unconcerned or as if you&#8217;re dispassionately talking about the weather. You should be able to repeat their thoughts or what they\u2019ve said in summary if asked. This is how you know you are actively listening and taking part. Interject when appropriate with small summarizations of a statement before you ask a question about it.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Give them time<\/h2>\n<p>This is true throughout the grieving process. You can have check-ins with them when they are no longer in your building. During the initial conversation, don\u2019t rush them. There is no set schedule for when someone will be better or \u201cokay.\u201d In fact, when it comes to grief, it\u2019s okay to <em>not<\/em> be okay. As long as the patient feels you are with them along the journey, it\u2019s good.<\/p>\n<div class=\"div-spacer\"><\/div>\n<h2>Empathetic listening and patient experience<\/h2>\n<p>The stethoscope is designed to listen to sounds produced in the body. Be your patients\u2019 emotional stethoscope and carefully monitor what they are saying or feeling. You are the first line of defense and support when there is an ailment, but some patients may not have a support system helping them through their hour of need.<\/p>\n<div class=\"div-spacer\"><\/div>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-large wp-image-52036\" src=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1284924126-1024x683.jpg\" alt=\"patient experience grief\" width=\"1024\" height=\"683\" srcset=\"https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1284924126-1024x683.jpg 1024w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1284924126-300x200.jpg 300w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1284924126-768x512.jpg 768w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1284924126-600x400.jpg 600w, https:\/\/www.sogolytics.com\/blog\/wp-content\/uploads\/2021\/11\/GettyImages-1284924126-50x33.jpg 50w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<div class=\"div-spacer\"><\/div>\n<p>Because the patient experience is about what your <a href=\"https:\/\/www.sogolytics.com\/blog\/patient-voice\/\" target=\"_blank\" rel=\"noopener\">patient feels overall<\/a>, it\u2019s important to make it the best you possibly can, no matter the situation. Through empathetic listening, you can show you patient they are a valued members of your healthcare system, not just a revenue source.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Grief isn\u2019t easy for anyone. In fact, healthcare employees experience grief with the loss of their patients as well, and this can affect the patient experience, too. Make sure you are equipped to deal with grief as you work with your patients.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>Sogolytics has excellent tools to help you gain feedback about what your patients are experiencing. <a href=\"https:\/\/www.sogolytics.com\/healthcare\/\" target=\"_blank\" rel=\"noopener\">Omnichannel feedback, HCAHPS-approved surveys, and more<\/a> can help you understand what they&#8217;re going through.<\/p>\n<div class=\"div-minispacer\"><\/div>\n<p>If you want to learn more about capturing the pulse of your patients&#8217; emotions and sentiment \u2014 and know where to take action on what they are saying \u2014find out more <a href=\"https:\/\/www.sogolytics.com\/customer-experience-platform\/\" target=\"_blank\" rel=\"noopener\">here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Scenario: Following a routine check-up, a woman&#8217;s doctor asks how she&#8217;s dealing with\u00a0her husband\u2019s failing health. She&#8217;s been asked this question many times before, and has always smiled and replied, \u201cWe\u2019ve got this!\u201d Today, she informs her doctor between sobs that her husband passed just a few weeks before, and she\u2019s barely holding on. As she breaks, the doctor is silent, thoughts racing:\u00a0How do I console such pain? Is it even possible? Offering a good patient experience when it comes to grief can be difficult for anyone. It&#8217;s hard to know what to say or how to try to put a smile on another person\u2019s face. Here\u2019s the easiest tip: Don\u2019t. Rushing someone through grief is more about you than them, and your patients will notice \u2014 quickly. To understand better, let&#8217;s review some important points and practices regarding grief. Understanding types of grief While many are familiar with the five stages of grief \u2014 denial, anger, bargaining, depression, and acceptance \u2014 many are not aware of the different types of grief and how dealing with them properly can enhance the patient experience. Stephen Dudley of the Seattle Washington School of Medicine outlines five concepts for understanding grief: Anticipatory grief is identified by the worry of what it would be like without a loved one and mourning their impending loss. This can last for years, based on the diagnosis or status of the loved on. Bereavement is the act of experiencing the loss and overlaps with grief itself (see below). [&hellip;]<\/p>\n","protected":false},"author":71,"featured_media":45534,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[172],"tags":[374,600,272,650,720],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v19.7.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>The Patient Experience and Grief - Sogolytics Blog<\/title>\n<meta name=\"description\" content=\"Offering a good patient experience when it comes to grief can be difficult for anyone. Many don\u2019t know what to say or do. 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