‘Kind, soft words and empathy key to aggravate suffering of patients’

Islamabad:Urging medical graduates and first responders at healthcare facilities to improve their communication skills, public health experts said apathy and bitter attitude of healthcare providers often aggravate the suffering and pain of patients and their attendants.

They deplored that most of the first responders at healthcare facilities including guards at gate of health facilities, clerical staff at the hospital counters and medical and paramedical staff at the emergencies lack empathy and deal the patients and their attendants with extreme rudeness, which often compel them to seek medical care at expensive private health facilities. “One of the critical areas where apathy has been observed is in emergency medical response. We regularly receive reports of delayed responses, lack of empathy towards patients, and suboptimal care delivery at healthcare facilities especially at public hospitals, raising questions about the commitment of frontline healthcare workers”, Prof. Shahzad Ali Khan, Vice Chancellor of Health Services Academy (HSA) told a group of doctors at the end of training on pain management.

Around 54 doctors from Sindh, Punjab, Balochistan, Khyber Pakhtunkhwa, Gilgit Baltistan and Azad Jammu and Kashmir successfully completed the one-year ‘Post Graduate Diploma in Pain Management’ programme. The program, consisting of six modules, featured five online modules followed by a hands-on training module.

Prof. Shahzad Ali Khan maintained that as healthcare providers have to deal with pain and sufferings of the people on daily basis, they either become indifferent to the pain and suffering of the people or become too much involved with the patients, which result in compromised healthcare delivery.

“So that’s why, in the West they have coined a term detached empathy where healthcare providers don’t get too much involved with the patients. Healthcare providers should to be empathetic and have the ability to provide relief to the patients and their loved ones with kind, soft words”, he maintained. The roots of apathy in healthcare professionals and first responders are multifaceted, Prof. Khan said adding that factors such as burnout due to heavy workloads, inadequate training, low job satisfaction, and insufficient resources contribute to a culture where compassion and empathy may be compromised. In addition to that, systemic issues like understaffing, limited infrastructure, and hierarchical challenges within healthcare settings can exacerbate feelings of indifference among healthcare workers.

Emphasizing that effective communication skills are essential for healthcare workers due to their critical impact on patient care and outcomes, Prof. Khan said these skills enable healthcare professionals to listen actively to patients, understand their needs, and convey information clearly and compassionately.

“Patient-centred care is facilitated when providers can communicate effectively, fostering trust and satisfaction among patients. Clear communication is vital for accurate diagnosis and treatment decisions, as it helps patients articulate their symptoms and concerns, leading to more informed decisions”, he said adding that informed consent, a cornerstone of ethical healthcare practice, relies on effective communication to ensure patients understand treatment options and associated risks.

“Effective communication also supports patient education, empowering individuals to participate in their care decisions and manage their health. Investing in communication training for healthcare workers is vital to improving patient experiences, clinical outcomes, and professional collaboration within healthcare settings”, Prof. Khan maintained.