Empathy: The action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts, and experience of another of either the past or present without having the feelings, thoughts, and experience fully communicated in an objectively explicit manner.
Joe Solowiejczyk spoke at the Montana Diabetes Education Conference in Helena this year; and, addressed how he interacts with people with diabetes (PWD). It was inspiring and hopefully encouraging to all who attended and with time everyone will be implementing these suggestions into their teaching.
Joe discussed the benefits of having real conversations and not lecturing, creating connections while sharing stories, and acknowledging the struggles of the people he is helping in diabetes management.
As educators, we all have the knowledge to inform our patients, but how we share that knowledge is vital. Gaining trust and establishing a bond can be invaluable.
Often in diabetes management, the doctor, nurse, registered dietitian or other educational professional may lead very healthy lifestyles, it has been their way of life for years, so it is presumed their patient can easily improve their behaviors, but due to this the lack of understanding, and failing to realize that there may be numerous factors (trauma, financial strain, emotional stress) that need to be taken into consideration, a barrier can be formed.
Studies have shown, people with diabetes can feel guilt, shame, and a sense of failure or feel responsible for their diagnosis.
Most Diabetes Care and Education Specialists may have the best of intentions and would welcome witnessing all patients become a success story; but, are unaware how their comments or language could inadvertently discourage patients to follow up with future sessions.
Active listening has become incredibly significant in diabetes management. Providing undivided attention, and ignoring distractions (phones and computer screens). Focusing on the person to show they have your undivided attention. Body language, such as facing the patient, maintaining eye contact and keeping an open posture to show you are open to communication. These actions can assist in developing a more insightful relationship with your patient.
Also, acknowledgement and paraphrasing comments to verify your understanding of the situation, listening intently to the patient. Applying a nonjudgmental approach and withholding judgment. “Why did you go over your carbohydrate limit at lunch? You have a gym membership right, but you did not go”? Instead displaying empathy by respecting the patient. “It can be challenging during the holidays, but it looks like you lost 2 pounds since our last visit 2 weeks ago, and it sounds like you walked quite a few steps with your family while shopping”. Responding with positive affirmation can enhance better outcomes.
Improving communication and nonjudgmental language can empower people with diabetes. Guidelines were published for healthcare professionals to help prevent the stigma that can be associated with a diagnosis of diabetes. The recommended language is:
- Neutral and based on facts and actions
- Free from stigma
- Based on a person’s strengths, is respectful, and provides hope
- Centered on the person’s individual goals and needs for their diabetes care
If changing nutritional habits, being physically active, checking blood sugars and taking medications were easy, would there be diabetes or diabetes complications?
The majority of patients can identify the requirements needed to improve their well-being, but again, it is not always easy and they need the support, guidance, empathy and empowerment from all Diabetes Care and Education Specialists.