Skip to content
  • About
  • Contact
  • Contribute
  • Book
  • Careers
  • Podcast
  • Recommended
  • Speaking
  • All
  • Physician
  • Practice
  • Policy
  • Finance
  • Conditions
  • .edu
  • Patient
  • Meds
  • Tech
  • Social
  • Video
    • All
    • Physician
    • Practice
    • Policy
    • Finance
    • Conditions
    • .edu
    • Patient
    • Meds
    • Tech
    • Social
    • Video
    • About
    • Contact
    • Contribute
    • Book
    • Careers
    • Podcast
    • Recommended
    • Speaking

Does empathy mean giving patients what they want?

Steve Wilkins, MPH
Patient
March 29, 2011
Share
Tweet
Share

Recently, KevinMD.com picked up my post on empathy or should I say the lack of it.  I received some engaging comments.

One comment in particular caught my attention.

The contributor for some reason equated “being empathetic” with “giving in” to patient requests presumably during routine office visits.  Here’s a direct quote:

Give the patients what they want! Antibiotics are OK for colds. The patients want them. So what if narcotic-addicted patients get more pain medication. That’s what they want. Why make a big deal about a patient’s weight or a patient’s smoking habits? It will upset them.

It then struck me that I hear variations on this theme quite often from physicians.   I interpret this to mean that some physicians are afraid that saying no to a patient request may negatively impact their patient satisfaction scores.   I can see why one would be concerned about this issue so I did a little research to see where the truth lay.

First of all, patient requests are not uncommon.  For example, a sample of 200 patients (closed panel HMO) generated 256 requests for service, like medications, tests, and specialty referrals.  Treating physicians complied with most frequently with patient requests for medications (75.6%) and tests (71.4%) more frequently than expectations for referrals (40.8%).  So what was the impact of these physicians “saying no” figuratively and literally on patient satisfaction and patient trust?  Nothing. Patient satisfaction and trust in their physician remained high regardless of whether patient expectations were met or not.

When patients make requests, I really wonder what they are asking for.   Do they really want or need that antidepressant which they ask for by name, or do they just want their physician to listen to them; yes even empathize with them?

After all, the number one complaint of patients is that their doctors don’t listen to them.  Do patients make requests because they worry that their doctor is too busy to notice a problem like anxiety or depression?  I suspect that negotiating patient requests is not a big concern in physician practices characterized by strong patient-physician relationships and high quality physician-patient communications.

I could be wrong … what do you think?

Steve Wilkins is a former hospital executive and consumer health behavior researcher who blogs at Mind The Gap.

Submit a guest post and be heard on social media’s leading physician voice.

Prev

Why medical education needs to be more affordable

March 29, 2011 Kevin 12
…
Next

What is stuttering, how is it treated, and The King's Speech

March 29, 2011 Kevin 3
…

Tagged as: Patients, Primary Care

Post navigation

< Previous Post
Why medical education needs to be more affordable
Next Post >
What is stuttering, how is it treated, and The King's Speech

ADVERTISEMENT

More by Steve Wilkins, MPH

  • a desk with keyboard and ipad with the kevinmd logo

    If you build a patient portal, why won’t they come?

    Steve Wilkins, MPH
  • a desk with keyboard and ipad with the kevinmd logo

    When patients are socialized into the sick role

    Steve Wilkins, MPH
  • a desk with keyboard and ipad with the kevinmd logo

    There is no app for patient engagement

    Steve Wilkins, MPH

More in Patient

  • AI’s role in streamlining colorectal cancer screening [PODCAST]

    The Podcast by KevinMD
  • There’s no one to drive your patient home

    Denise Reich
  • Dying is a selfish business

    Nancie Wiseman Attwater
  • A story of a good death

    Carol Ewig
  • We are warriors: doctors and patients

    Michele Luckenbaugh
  • Patient care is not a spectator sport

    Jim Sholler
  • Most Popular

  • Past Week

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • America’s ER crisis: Why the system is collapsing from within

      Kristen Cline, BSN, RN | Conditions
    • Why timing, not surgery, determines patient survival

      Michael Karch, MD | Conditions
    • How early meetings and after-hours events penalize physician-mothers

      Samira Jeimy, MD, PhD and Menaka Pai, MD | Physician
  • Past 6 Months

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • The hidden health risks in the One Big Beautiful Bill Act

      Trevor Lyford, MPH | Policy
  • Recent Posts

    • Beyond burnout: Understanding the triangle of exhaustion [PODCAST]

      The Podcast by KevinMD | Podcast
    • Facing terminal cancer as a doctor and mother

      Kelly Curtin-Hallinan, DO | Conditions
    • Online eye exams spark legal battle over health care access

      Joshua Windham, JD and Daryl James | Policy
    • FDA delays could end vital treatment for rare disease patients

      G. van Londen, MD | Meds
    • Pharmacists are key to expanding Medicaid access to digital therapeutics

      Amanda Matter | Meds
    • Why ADHD in women requires a new approach [PODCAST]

      The Podcast by KevinMD | Podcast

Subscribe to KevinMD and never miss a story!

Get free updates delivered free to your inbox.


Find jobs at
Careers by KevinMD.com

Search thousands of physician, PA, NP, and CRNA jobs now.

Learn more

View 6 Comments >

Founded in 2004 by Kevin Pho, MD, KevinMD.com is the web’s leading platform where physicians, advanced practitioners, nurses, medical students, and patients share their insight and tell their stories.

Social

  • Like on Facebook
  • Follow on Twitter
  • Connect on Linkedin
  • Subscribe on Youtube
  • Instagram

ADVERTISEMENT

  • Most Popular

  • Past Week

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • America’s ER crisis: Why the system is collapsing from within

      Kristen Cline, BSN, RN | Conditions
    • Why timing, not surgery, determines patient survival

      Michael Karch, MD | Conditions
    • How early meetings and after-hours events penalize physician-mothers

      Samira Jeimy, MD, PhD and Menaka Pai, MD | Physician
  • Past 6 Months

    • Forced voicemail and diagnosis codes are endangering patient access to medications

      Arthur Lazarus, MD, MBA | Meds
    • How President Biden’s cognitive health shapes political and legal trust

      Muhamad Aly Rifai, MD | Conditions
    • Why are medical students turning away from primary care? [PODCAST]

      The Podcast by KevinMD | Podcast
    • The One Big Beautiful Bill and the fragile heart of rural health care

      Holland Haynie, MD | Policy
    • Why “do no harm” might be harming modern medicine

      Sabooh S. Mubbashar, MD | Physician
    • The hidden health risks in the One Big Beautiful Bill Act

      Trevor Lyford, MPH | Policy
  • Recent Posts

    • Beyond burnout: Understanding the triangle of exhaustion [PODCAST]

      The Podcast by KevinMD | Podcast
    • Facing terminal cancer as a doctor and mother

      Kelly Curtin-Hallinan, DO | Conditions
    • Online eye exams spark legal battle over health care access

      Joshua Windham, JD and Daryl James | Policy
    • FDA delays could end vital treatment for rare disease patients

      G. van Londen, MD | Meds
    • Pharmacists are key to expanding Medicaid access to digital therapeutics

      Amanda Matter | Meds
    • Why ADHD in women requires a new approach [PODCAST]

      The Podcast by KevinMD | Podcast

MedPage Today Professional

An Everyday Health Property Medpage Today
  • Terms of Use | Disclaimer
  • Privacy Policy
  • DMCA Policy
All Content © KevinMD, LLC
Site by Outthink Group

Does empathy mean giving patients what they want?
6 comments

Comments are moderated before they are published. Please read the comment policy.

Loading Comments...