The importance of empathy

What does empathy really mean? 

Part of what makes us all human is how we interact and relate to one another, and displaying empathy is no exception. Being able to sense other people’s emotions and how they’re feeling, putting yourselves in their shoes to imagine what they’re going through, is empathetic. When you feel empathy from another person, it’s a lot easier to develop trust and in turn, a relationship. Being empathetic means thinking beyond your own view of the world and recognising that people are likely to rationalise and act differently to how you would. 

Why is empathy important? 

Empathy is one of the fundamental building blocks of communication. In a healthcare environment it allows for connections and trust to form quickly, offering benefits to both you and your patients. When patients can quickly establish that you’re able to resonate with their thoughts, feelings and overall well-being they’re more likely to trust you. This in turn allows for more efficient and tailored personal care. 

When you can put aside your own feelings and communicate emphatically with your patients, you’re likely to feel a greater sense of satisfaction and fulfilment from your caring role. Aim to find the balance between communicating in an empathic way and maintaining your professional boundaries. 

The difference that empathy can make 

We’ve all experienced moments in public where strong emotions rise to the surface—whether it’s frustration on a call with customer service or impatience while waiting for a delayed train. While the outcome may remain the same, being treated with openness, honesty, and respect helps you feel more in control and better equipped to handle the situation. The same is true for your patients. As a healthcare worker, you’ll see people at their most vulnerable, both physically and emotionally. Most patients don’t intend to be rude or difficult, but if they feel ignored or unsupported, their frustration can boil over—and you may be the one in the firing line. 

Without doubt, communication is key. But it’s not just about sharing information like wait times or updates—it’s also about how you speak with patients. While facts matter, the way you deliver them is just as important. 

Here are some tips: 

• Actively listen: Often we hear what we want to hear instead of what’s being said. But if you’re really trying to see things from the other person’s point of view, you need to develop what’s called ‘active listening’ skills. Give them your full attention, understand what they’re saying and avoid interrupting.  
• Validate emotions: Acknowledge their feelings with phrases like, “I can see this is really difficult for you,” to show understanding and support. 
• Be present and patient: Take the time to listen and respond thoughtfully, even when busy. A calm, reassuring presence can make a big difference. 
• Be curious: Ask open-ended questions and give patients the time they need to respond. Try to avoid making generalising, as sometimes patients may offer information that you weren’t expecting. 
• Offer reassurance and support: Let patients and families know they are not alone by saying, “We’re here to help you through this.” 
• Be flexible: Everyone is different so adapt your approach to meet their needs. Avoid medical jargon and try to use language that is appropriate to the age and culture of your patients. 
• Be kind: You can’t change how others behave but you can change how you respond to people or situations. Choose to lead with kindness.  

Empathy vs detached concern 

Empathy means you’re trying to imagine how the other person feels by placing yourself in their situation and sensing their emotions. 

Detached concern is different; you understand how a patient feels and can contextualise their problems, but you’re not connected emotionally to the situation. 

Every patient is different so it’s important to recognise when detached concern is needed over empathy. Though many patients will prefer empathetic understanding, there is a chance that some people will respond negatively to this type of communication, e.g. by becoming defensive. 

In these situations, patients may better to direct questions in normal tones of voice as opposed to the softer communication usually associated with empathetic speech. You can still be kind and show concern. 

Empathy as a communication skill 

Empathy is a crucial communication skill that enhances understanding, strengthens relationships, and fosters a positive environment. It involves recognising and validating others’ emotions while responding in a way that shows care and respect.