Compassionate Communication Training

Compassionate communication between physicians and patients leads to therapeutic partnerships. This generates trust in the healthcare industry which leads to improvements in all-around clinical, emotional and quality of life outcomes. When patients believe that their physician cares about what they are feeling, the patients see themselves as a partner in their care. They tolerate pain better, understand their conditions more thoroughly, express their symptoms more clearly and more closely adhere to prescribed treatment at home rather than frequenting the Emergency Department. In addition, their quality of life and daily functioning are better than those who do not believe they have the emotional support of their physicians.

At the heart of a Pathways To Trust training event is the one-on-one training exercises with healthcare professionals coordinated by our partner company, The Orsini Way™. These dynamic experiences begin with improvisational scenarios using professional actors who lead participants in lifelike scenarios encountered in a medical career. To build their compassionate communication skills and help them foster patient and caregiver relationships, the scenarios are videotaped and reviewed with the participants by experienced mentors and disease-specific experts giving them the opportunity for immediate feedback while they watch themselves in action. What makes this program stand out is how The Orsini Way™ incorporates feedback from patients, caregivers and patient advocates to ground the learning process in the disease-specific patient’s needs. To ensure continuous learning post-training, we also provide a digital component. These learning techniques have demonstrated significant improvement in patient satisfaction, as well as elicited patient centricity culture changes in healthcare systems across the country. The Orsini Way™ has achieved measurable success from these programs, including a 60% improvement in Press Ganey patient satisfaction scores over a six-month period in the country’s largest Neonatal Intensive Care Unit.