Putting the ‘Human’ Back in Healthcare

When I was 11 years old, my mom experienced a heart attack while driving me to school. She has always been a strong and caring woman, so despite enduring the most intense chest pain she had ever felt, she drove herself to her primary care physician for treatment. Following that experience, my mom was referred to a cardiologist, and I accompanied her to every follow-up appointment. Although it may sound unusual, I looked forward to those visits. Her doctor always greeted us with a smile, listened attentively, and explained everything in a way that reassured me her health would be all right. At that time, I did not realize how deeply this experience would influence my decision years later to become a physician. The cardiologist’s compassionate attitude left an impression on me, and I believed that such qualities should be foundational in all healthcare interactions. However, when I began my clerkship rotation, I was confronted with the reality that compassion seems to be a rare trait among many physicians today.

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A study by the American Academy of Physician Associates found that many Americans feel overwhelmed by the healthcare system, with difficulty scheduling appointments being a common concern. Additionally, a Gallup poll revealed that two out of three patients believe their appointments have become more rushed compared to the past, leading them to wish their physicians would take more time to listen and understand their concerns. Now, imagine spending eight hours on the phone with your healthcare assistant, only to have your doctor conduct a rushed consultation when your appointment finally arrives, barely making eye contact or listening to you. How frustrating could that be?

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Although there is no excuse for a physician to provide anything less than the highest standard of care, the reality is that several challenges within the healthcare system—such as the high demand for services, staff shortages, limited availability of specialists, and burnout among healthcare workers—have created significant barriers to building strong patient-physician relationships. For instance, long working hours and constant stress can lead to frustration and a lack of enthusiasm for one's job, which may manifest in unprofessional communication, such as speaking to patients in a harsh tone or displaying negative body language. When burnout is compounded by the pressure of navigating the structural demands of consultations, it becomes a recipe for failure. Therefore, as physicians in training, it is our responsibility to prioritize compassion at every opportunity. By compassion, I mean recognizing the suffering of our patients, feeling motivated to help, and taking meaningful action to ease their pain.

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You might be wondering why compassion stands out as such a crucial aspect of medicine. Numerous studies have shown that patients and their families consider compassion one of the most principal factors in healthcare. Compassion has been associated with positive outcomes, including faster recovery, increased patient autonomy, better adherence to treatment, and ultimately, improved prognoses. How can we demonstrate greater compassion toward our patients? A study conducted in New Zealand identified seven key behaviors in physicians that enhanced patients' experience of compassion. The most frequently reported quality among compassionate doctors was being good listeners and paying attention to patients' feelings —everything from inquiring about their home life to asking about their concerns and illness.

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The second most common element patients reported was follow-up care, which included explaining test results and checking in on the progress of treatment. The third element was continuity and holistic care, which emphasized the importance of long-term management and providing resources to prevent other illnesses. Respecting patients' preferences was also crucial, which involved listening to their ideas and honoring their cultural backgrounds. The remaining qualities identified by patients were genuine understanding, body language, empathy, and advocacy. These are all elements that can be nurtured through simple acts of compassion, like offering a smile, nodding in agreement, and ensuring patients feel validated, heard, and free from judgment.

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While many physicians genuinely aspire to provide compassionate care, this intention often remains just that—an aspiration—rather than being translated into action. Compassion demands more than willingness; it demands a cultural shift, embedding it as a core value from undergraduate education to ongoing specialist training. Furthermore, regular assessments of compassion within healthcare services should be implemented to ensure consistent practice. This makes compassion a compelling subject for research, using standardized tools like the Sinclair Compassion Questionnaire to assess patients' experiences of compassion after receiving care. Compassion benefits not only our patients but also us as healthcare providers, fostering fulfillment, enhancing professional relationships, and reducing stress. Therefore, implementing compassion in healthcare requires more than the desire of individual physicians to make a difference; it necessitates a collective effort from healthcare institutions to establish policies that support and sustain a compassionate environment. By embracing compassionate care as a core principle, implementing the seven key behaviors, and upholding the highest standards of service, your work will become more rewarding. Despite healthcare challenges, embracing compassion will reignite your passion for your role and inspire you to make a meaningful difference. It is time to put the ‘Human’ back in healthcare.
 

References: 

1. Baguley SI, Pavlova A, Consedine NS. More than a feeling? What does compassion in healthcare “look like” to patients? Health Expectations [Internet]. 2022 Jun 3;25(4):1691–702. Available from: https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9327826/

2. ‌ Feder M. The Role of Compassion in Healthcare [Internet]. University of Phoenix. 2023. Available from: https://www.phoenix.edu/articles/healthcare/the-role-of-compassion-in-healthcare.html

3. Jemal K, Hailu D, Mekonnen M, Tesfa B, Bekele K, Kinati T. The importance of compassion and respectful care for the health workforce: a mixed-methods study. Zeitschrift Fur Gesundheitswissenschaften [Internet]. 2021 Mar 11;31(2):1–12. Available from: https://pmc.ncbi.nlm.nih.gov/articles/PMC7951938/

4. Patterson C. The case for compassion [Internet]. The British Medical Association is the trade union and professional body for doctors in the UK. 2020. Available from: https://www.bma.org.uk/news-and-opinion/the-case-for-compassion

5. Southwick R. Nearly 3 in 4 Americans say U.S. healthcare system falls short [Internet]. OncLive. 2023. Available from: https://www.chiefhealthcareexecutive.com/view/nearly-3-in-4-americans-say-u-s-healthcare-system-falls-short