Vous êtes confronté à un conflit avec un collègue au sujet de l’empathie du patient. Comment gérez-vous cette situation délicate ?

É importante tentar entender o motivo da atitude do colega de trabalho. Porém, algumas coisas são inegociáveis. Se a falta de empatia acontecer por julgamentos ou preconceitos, é preciso abordar de forma mais rígida e levar o caso para que possa ser tratado pela gestão de quem agiu de forma incorreta. Algumas situações podem mudar a forma que nos comportamos no dia a dia, até mesmo questões pessoais, mas nada justifica ter uma conduta pouco empática ou preconceituosa com alguém que já está passando por uma situação delicada de saúde.

Consider the possibility that their actions or words might be misunderstood or influenced by external factors such as stress or workload. Reflect on whether their approach, despite differing from yours, might still have the patient’s best interests at heart. Understanding their intent can help you approach the situation with empathy and avoid jumping to conclusions, setting the stage for a more constructive conversation.

Approach them privately and express your observations and concerns without assigning blame. Use "I" statements to share your perspective and ask them to share theirs. For example, "I noticed we have different approaches to showing empathy to patients, and I’m curious to understand your perspective." This dialogue fosters mutual understanding and can reveal underlying issues or misunderstandings that need to be addressed.

After your initial conversation, suggest a joint reflection session where you and your colleague can discuss specific instances where your approaches differed. Reflect on the outcomes of these interactions and consider how different methods impacted patient care. This collaborative reflection can lead to insights about the strengths and weaknesses of both approaches and identify common ground or new strategies that combine the best of both perspectives.

Mediation can also ensure that the discussion remains focused and productive, avoiding escalation. Involving a third party can bring an unbiased perspective and help find a resolution that respects both viewpoints while prioritizing patient care.

Suggest or organize training sessions on patient-centered care and empathy, highlighting best practices and new research. These sessions can provide a shared foundation of knowledge and demonstrate the importance of empathy in patient care. Encouraging continuous learning and professional development helps align the team’s approach and fosters a culture of empathy and understanding.

Navigating a clash over patient empathy involves education and training: 1) Open Dialogue: Initiate a respectful conversation to understand their perspective and share your concerns. 2) Role Modeling: Demonstrate empathetic behavior in your interactions to set a positive example. 3) Share Resources: Provide articles, studies, or case studies highlighting the importance of empathy in patient care. 4) Collaborative Solutions: Work together to develop strategies that integrate empathy into patient interactions. Educating and training can bridge gaps and foster a more empathetic approach in patient care. How do you approach conflicts involving patient care values?