Increased empathy in maternity leads to better levels of care
Professor Jeremy Howick
Training maternity staff to be more empathetic in their level of care increases patient and practitioner satisfaction.
Empathy experts from the University of Leicester’s Stoneygate Centre for Empathic Healthcare delivered a series of training packages to maternity staff designed to ensure a culture of empathy within the workplace.
They found the training they delivered enhanced individual, team, and system empathy in maternity care and that staff valued training which involved interaction with colleagues and other professionals. Their findings have just been published in the Social Science Research Network.
Training was delivered to 177 University Hospitals of Leicester (UHL) NHS Trust staff in maternity services through a series of interactive workshops led by empathic experts with over 35 years’ experience, a registered midwife and a professional nurse advocate. The evaluation included questionnaires assessing participant satisfaction, their beliefs that the training would enhance empathy, perceived change in empathy at the maternity unit, staff satisfaction, and patient satisfaction.
Stoneygate Centre Director Professor Jeremy Howick, senior author on the paper, said: “Some 123 maternity services staff completed the evaluation. Of these, 89% rated their satisfaction with the workshops as 8 or higher and 86% rated the likelihood that the training would improve empathy as 8 or higher on 10-point scales.
“Their comments highlighted appreciation for professional interaction, enabling them to speak to colleagues they might not otherwise to share insights and observations. They also highly valued the supportive environment the training created and recognised an enhanced ability to identify practical approaches to empathy - knowing what it is – understanding the patients’ needs and taking action.
“We know that greater levels of empathy not only benefit the patient through increased support, safety and satisfaction, but the practitioner as well by reducing patient complaints and medical errors. Two reports published in 2022 regarding avoidable infant and maternal deaths at Shrewsbury and East Kent NHS hospitals cite lack of empathy and compassion in the care provided. What is clear is that empathy can be taught. But it is not the only factor.
“This evaluation shows that a multi-level intervention targeting empathy can achieve high levels of staff and women's satisfaction and drive organisational changes, as well as improve patient safety and experience of care."