Supporting personal and professional growth.
- Promote patients' healing by creating a culture of compassion
- Increase patient and family satisfaction through empathic listening
- Avert lawsuits through sincere understanding of patients' complaints
- Increase employee retention and prevent staff burnout by teaching and providing strategies for self-care
- Resolve conflict between staff quickly and effectively
- Build teams that work collaboratively
In a decade of work with medical groups and institutions learning and integrating Nonviolent Communication (NVC), it is clear to me that the results are profound. From the transformation of individuals who move from reputations of behavior lacking in respect or consideration into models of compassion, to decreases in employee turnover, the application of NVC appears to synergize the many efforts at quality improvement, employee engagement, and enhanced trust, collaboration, and compassion in relationships. Among the multi-disciplinary efforts to improve the patient experience, the addition of NVC has been named to be an integral aspect in the rise in HCAHPS (Hospital Consumers Assessment of Healthcare Providers and Systems) percentile rankings by 30 points over 3 years in one institution.
There is compelling evidence in the literature about the impact of physician empathy leading to decreased diagnostic time, increased diagnostic accuracy, and decreased litigation. Books are written about the risk management benefits of having a culture of trust and a willingness to reveal errors. There is no process or material of which I am aware that supports the development of these qualities of empathy, trust and openness more than Nonviolent Communication.~ Wes Taylor
Co-founder of NVC Training Institute
Associate Consultant, Basileia LLC
Service Excellence Manager, Mercy Medical Center, Baltimore, Maryland
Effective communication among teams and across disciplines is a necessary component of health care organizations. We are prepared to teach your staff a communication model that increases cooperation and enhances collaboration. We can support staff in developing empathic listening skills and full presence - attributes known to increase patient and family satisfaction and reduce lawsuits. We can help create circles of support, which can prevent burnout and increase employee satisfaction and retention. Lastly, we can help you institute a culture of compassion aimed at promoting patients' healing from the CEO, to security staff, nurses, telephone staff and surgeons.
"[P]atients of physicians who communicate well - by expressing empathy and concern, providing information on the illness and its treatment and encouraging patient participation in decision-making, for example - are 19 percent more likely to follow their physicians' recommendations on medication, diet, exercise and screening than those patients whose physicians communicated poorly."~ Haskard Zolnierek, Kelly B.; DiMatteo, M. Robin (2009).
Physician Communication and Patient Adherence to Treatment: A Meta-Analysis.
Medical Care, 47(8):826-834
"Patients who are treated with empathy and care suffer less and heal sooner."~ Piero Ferrucci, The Power of Kindness