Seattle University Collaborative Projects - International Academy of ...

provided 5 saliva samples a day (awaking, 30 minutes after awaking, 2 pm, 4 pm, bedtime)repeated 3 times (Saturday, Tuesday, Thursday) over a week. Multilevel regression models wereestimated with saliva samples at level-1, days at level-2 and workers at level-3. Controlling forgender, age, marital and parental statuses, results revealed cortisol concentrations were notsignificantly associated with psychological distress, depression, and burnout scales. Implicationsand limitations of these results are discussed.Mind the Empathy Gap: The Case for Communication Training in HealthcareKathleen A Bonvicini, Institute for Healthcare Communication, New Haven, USA(kbonvicini@healthcarecomm.org)Abundant research evidence in healthcare and medicine has informed us that the manner inwhich healthcare clinicians and teams interact with patients has significant repercussions. Thequality of the interaction has direct effects on patient satisfaction, diagnostic accuracy, patienttrust and their willingness to follow through with recommendations, informed consent,malpractice risk, and the likelihood of making a medical mistake. Of particular interest toattorneys, malpractice carriers, and risk managers is the research evidence linking poorcommunication with liability risk. The major reason behind a patient’s decision to pursuelitigation against a physician is a perceived lack of caring or empathy by the physician. This verypowerful and core skill of empathy is one most valued by patients, yet often lacking in clinicianpatientencounters. Evidence has shown that physicians frequently miss opportunities toacknowledge their patients’ expressed feelings which may lead to a reduction in trust andconfidence felt by the patient.In order to effectively address patient needs and preferences in the current healthcareenvironment, clinicians and healthcare teams require training in interviewing and communicationskills to address behavioral and social influences and incorporate patients in decision-making.The changing needs of society with a strong focus on consumerism and patient empowermenthave emphasized the need to provide clinician and team training to adapt to these changes.Communication training programs can provide insight into patients’ experiences, provide skillpractice for clinicians to effectively respond to patient symptoms, concerns, preferences andemotions, and lay a foundation of trust.Expanding Our Skills for Dealing with Difficult EncountersShakaib Rehman, Medical University of South Carolina (shakmd@hotmail.com)The medical encounter can be extremely rewarding for both patients and clinicians if it goeswell. Every clinician has their share of difficult patient encounters leading to less satisfied146