During a patient’s journey of discovery

A patient’s experience with chronic conditions may start gradually, with a build-up of noticeable symptoms or pain. A ‘tipping point’ triggered by a significant event occurs and a patient will seek answers.

The following empathy strategies help a patient’s transition through this phase:

• Listen fully to the patient’s full description of their symptoms, daily struggles, pain points, and frustrations. Often, patients will unknowingly answer the majority of relevant clinical questions within the first minutes of speaking.
• Take a mental note of any non-medical information they bring up. This may direct you to their unvoiced agenda.
• Develop the "science of kindness". Be open and honest about tests, symptoms, and potential diagnoses, even if there is uncertainty. We found that patients were appreciative of honest and transparent conversations, even when the clinician was unsure about what was causing the problem.

During a patient’s diagnosis

This phase can make or break a patient’s mindset and understanding going forward.

A patient absorbs only a small amount of a regular GP consultation. In reality, this only equates to a couple of minutes of meaningful communication. Add a serious and life-altering diagnosis such as cancer, and patients can retain even less information.

The following empathy strategies may help a patient’s transition through this phase:

• Encourage a support person to be in the initial diagnosis consultation with the patient.
• Encourage the patient to bring along and start writing in a journal or using the My Health Visit Today guide, which they can bring to each subsequent consultation. Ensure the patient writes down the diagnosis.
• Use visual imagery and metaphor.
• Direct the patient to a website you trust to ensure that if they want more information about their condition, they get it from a reliable source. For example, Better Health Channel or HealthDirect.
• Identify two things that may change in the patient’s future, so they can begin to understand the impact of the diagnosis.

During a patient’s transition to a new normal

After the initial diagnosis phase, a patient begins to understand the true impact of a chronic condition on their lives. Support networks may or may not develop. This phase is made up of adjustments, trial and error, new routines, and the need for connection.

The following empathy strategies may help a patient’s transition through this phase:

• Work with the patient to find a community group (or similar) that brings together people living with the same condition (a simple web search will do). Encourage participation and diversity of group type.
• Encourage the patient to use the My Health Visit Today guide to note down what is working and what is not, including any questions that arise day-to-day.
• Check in regularly on the patient's emotional wellbeing.
• Draw up a plan of quick wins/goals that can motivate the patient through their day-to-day activities. This can include medication schedules, small daily exercise goals, mindfulness sessions, or daily texts with their support person.

During the ongoing management of conditions

Patients now have a handle on what their chronic condition means and how it may impact their daily lives and new routine. There are good days and bad days.

The following empathy strategies may help a patient’s transition through this phase:

• Share the responsibility of care coordination with the patient – allow them to take ownership where they are able, but be ready to support and coordinate care where needed.
• Help your patient develop self-management skills; help them understand the clinical triggers of an acute attack, medication routines, and the importance of a healthy lifestyle. (Learn more about Florence, which could help your patients with this.)
• Encourage regular reflection – this can be in a journal, through an app, or 10 minutes of allocated time at the end of a week.
• Encourage activities out of the home. The home is central to a patient’s ‘sick’ life; it stores their medications, reminds them of their isolation, and is a physical barrier to the ‘healthy’ world outside. Drawing the patient away from their home may preserve their sense of self and positive mindset.