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Kindness in Healthcare: Can Personal Connection Make a Difference?
As medical professionals, we strive to provide the best possible care for our patients. However, it is equally important to remember that compassion and kindness are essential components of patient-centered care. A simple act of kindness, such as providing a pack of hair ties or surprising a patient with a small gift, can have a profound impact on their well-being.
The story begins with a patient who was struggling with the complexity of her treatment plan. After running out to get her a pack of hair ties during her busy clinic day, she expressed heartfelt gratitude and joy. This small act caught my attention, and I started wondering about more ways to bring smiles to patients’ faces. Little did I know that this spark would lead me down a path of exploration, discovering various initiatives aimed at fostering empathy, compassion, and kindness in healthcare.
Consumer-facing industries have often sought ways to promote these qualities and may sometimes serve as models. For instance, Southwest Airlines launched their One Million Acts of Kindness initiative, challenging both employees and customers to perform and share acts of kindness. This campaign encourages a cycle of positivity that reinforces their marketing as “the airline with Heart.” Similarly, healthcare can follow suit by incorporating such initiatives.
However, it is crucial to acknowledge the significance of kindness in healthcare. Cancer patients ringing the bell at the end of their treatments has become an empowering experience for many. This small act of celebration not only gives a sense of relief and hope but also resonates beyond the hospital walls.
In fact, research suggests that empathy from clinicians can have a tangible impact on patient outcomes. A study found that patients whose doctors exhibited high levels of empathy demonstrated better control over their hemoglobin A1c levels compared to those with lower scores (40%, P < .001). It is essential for us as medical professionals to recognize the crucial role we play in our patients' lives. Unfortunately, some patients are unable to return home. The 3 Wishes Project was launched to fulfill at least three final wishes for these dying patients. These requests often involve simple, non-monetary experiences that create cherished memories with their loved ones. This approach has an unexpected benefit - it also uplifts the doctors and nurses who participate in this process. A small study of 32 emergency room residents found a correlation between patient-perceived higher empathy and reduced symptoms of burnout. The inspiration for kindness initiatives like PennHOPES (Helping Our Patients Smile) emerged from these stories. This program at Penn Medicine surprises patients with gifts that bring a smile to their faces, such as their favorite food or a plush animal. Like the 3 Wishes Project, both patients and medical professionals share heartwarming experiences. For instance, a patient who received a keychain kit exclaimed, "Oh my goodness, this is exactly what I used to do with my grandmother!" They started making keychains immediately, filled with nostalgia and joy. In another case, after surprising a young patient with a stuffed animal, the doctor became emotional and stated, "I love that this initiative is inspiring us to think creatively for how to reach out to our patients." Such initiatives have spread across hospitals within the Penn system. As Dr. Rogan Magee, co-founder of PennHOPES, noted: "Through the power of positivity, these initiatives can revitalize the hospital as a place of hope rather than despair." In conclusion, kindness in healthcare is not just a feel-good notion but has tangible benefits for both patients and medical professionals alike. Source: https://www.forbes.com/sites/hansabhargava/2025/04/06/kindness-in-healthcare-can-personal-connection-make-a-difference/
