A patient preparing for surgery at Cleveland Clinic received more than just medical instructions last week. A provider, noticing distress in the patient and their family as surgical details were finalized, paused the process to address their emotional needs, according to a recent account shared with the Clinic’s Ombudsman Office.
The provider requested other care team members leave the room, then sat with the patient and family, offering a moment to process the upcoming procedure and ask questions. The patient later communicated to the Ombudsman Office that this act of recognition and support was as impactful as the surgery itself.
This incident highlights a growing emphasis on empathy within healthcare, particularly at Cleveland Clinic. Paul Kuzmickas, JD, Director of the Cleveland Clinic Ombudsman Office, has been a vocal advocate for prioritizing patient experience and emotional support. Kuzmickas also oversees the enterprise’s Ombudsman Office and leads Clinical and Operational Improvement teams, with a focus on areas including Patient Experience and Empathy Training, according to his profile on the International Patient Experience Congress website.
Kuzmickas recently outlined three key strategies for incorporating empathy into daily healthcare practice. He stresses the importance of maintaining awareness and perspective, recognizing that a routine procedure for a provider may be a first-time, and potentially frightening, experience for a patient. He also cautions against empathy fatigue, emphasizing the need for healthcare professionals to prioritize their own well-being and seek support from colleagues when needed. Finally, Kuzmickas advocates for extending empathy beyond patient interactions to encompass all workplace relationships.
“Empathy is more than being kind,” Kuzmickas wrote. “It’s being able to recognize what someone else is feeling and communicate that understanding in a way that supports their well-being.”
Cleveland Clinic’s commitment to empathy is further demonstrated through initiatives like the “Studies in Empathy” podcast, featuring discussions with leaders like Kuzmickas on navigating difficult conversations and providing support to patients, visitors, and staff. The Clinic’s Ombudsman Office serves as a resource for addressing patient concerns and fostering a culture of compassionate care.
Kuzmickas’ work extends beyond the Clinic, as he frequently presents on Patient Experience and Workplace Violence both locally and nationally. He has also co-authored a legal book and published in the Journal of Patient Experience.
