Chapter 5 (Empathy) Video Case Questions

The definition of empathy is:

• the ability to identify with and experience the feelings of others

• kindness and/or concern

• careful examination

• creating plans to improve patient outcomes

Why is empathy important in health care?

• Empathy is an effective observation strategy

• Empathy helps you set goals for self-improvement

• Having empathy for patients allows you to more effectively interact and communicate with them

• Having empathy allows you to collect facts and provide feedback to others

A sign that Carol experiences empathy is that she

• criticizes Ashley in front of the other medical assistants

• understands the patients' personal situations

• recommends Ashley for an open medical assistant job posting

• reprimands Ashley in private for her attitude toward patients

The first step when developing empathy for patients is to

• listen to what they are saying

• collect information about their health condition

• observe how they respond to treatment

• encourage them to follow their treatment plan

Carol knows that the behaviors Ashley found objectionable in patients are often the result of the patients’

• A. unwillingness to accept personal responsibility

• B. inability to experience empathy

• C. poor attitudes

• D. personal problems such as loneliness

Developing the ability to experience empathy will help you become a better, more helpful healthcare professional.

• True

• False

The best way to deal with difficult patients is to tell them to behave and follow their physician's orders.

• True

• False

Patients may be afraid of procedures that you consider routine.

• True

• False

Empathy provides the foundation for providing effective patient care.

• True

• False

Health care professionals should focus on their patients' health problems and not concern themselves with their personal problems.

• True

• False