Clinical Nurse Leader: Promoting Exceptional Patient Care Experiences.


This module will focus on why compassion, empathy, and caring are critical components of patient care and how leaders can leverage the Compassionate Connected Care model and artificial intelligence–generated insights to improve patient and caregiver outcomes. Before we go deeper into these topics, it is important to understand the difference between terms we commonly use in healthcare, such as sympathy, empathy, and compassion, as they are not interchangeable. The two most relevant concepts for this module discussion are empathy and compassion. The ability to put oneself in another’s shoes and to deeply understand what they are experiencing creates a strong human connection that can completely change the tone of any patient encounter. Empathy can foster compassion which includes the desire to do something to ease another person’s suffering and is an action word in this context. The Compassionate Connected Care model is an action framework created to help healthcare organizations and leaders improve the experience of care for the patient and the caregiver.

Reference: Wei & Horton -Deutsch (2022). Visionary Leadership in Healthcare.

Community General Hospital is experiencing a downward trend over the past two years for both patient experience and caregiver engagement scores. Organizational annual goals have included targets for selected patient experience key performance indicators such as nurse communication scores and likelihood to recommend the hospital, and intent to leave the organization as a global measure of workforce engagement. Leaders used a number of tactical approaches to improve both engagement and patient experience scores. While efforts have sometimes resulted in temporary improvement, these gains do not last. Staff and leaders are frustrated as they are working hard to provide good patient care and to engage and support staff and caregivers.

How might they change their improvement approach to achieve success?

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