The Paradox of Empathy and Data

Abstract

This article addresses the nursing professional development practitioner’s role in the design and management of the evaluation process used for a large-scale educational intervention developed to improve patient satisfaction with the use of empathic communication skills. The scope of this educational activity and the direct alignment with organizational priorities necessitated that a robust and comprehensive evaluation strategy be implemented to demonstrate the connection from the education to performance and, ultimately, organization-level results.

Findings From the 2021 Organizational Value of Nursing Professional Development Practice Study, Part 1

“…Twelve months after implementation, patients who reported visits by nurse leaders increased from 82% to 90%, although statistical significance was not reported. Arcand et al (2021) evaluated the impact of empathic communication education on patient experience as measured by Hospital Consumer Assessment of Healthcare Providers and Systems and Press Ganey surveys. Evaluation of data for two quarters after the educational intervention demonstrated positive trends, although again, statistical significance was not reported.…”