Culture & Leadership | Policy & Measurement

Evaluating the Effectiveness of Empathy Huddles on HCAHPS Scores

In the healthcare arena, increased emphasis on patient-centered care has led providers to consider the patient’s experience as an important outcome metric. Many healthcare organizations collect patient experience data to identify which units perform well, and which units have an opportunity for improvement. Saint Luke’s Hospital explores how empathy huddle interventions aimed at increasing staff empathy would enhance their capacity to understand the patient’s experience, to act proactively on behalf of the patient and to show compassion and patience during patient interactions.