Transcript C&C Empathy Training Ltd

C&C Empathy Training
Ltd
CAROLYN CLEVELAND & VANESSA CARTER
THE LEED PROGRAMME©
[email protected]
[email protected]
‘Our emotions, they
say, guide us into
facing predicaments
and tasks too
important to leave to
intellect alone’
Daniel Goleman Emotional intelligence
C&C Empathy Training Ltd
Every action starts with an emotion.
But what emotion?
Anger
Love
Happiness
Sadness
Fear
‘Weather the storm’ - The illness
The Abnormal Reality
Couldn’t eat
Couldn’t drink
Couldn’t walk
Complete debilitation
Couldn’t talk
Couldn’t sit up
156 hours of constant pain
……………..No concern
Blinded for 3 days
……..………No Concern
Throat was so sore
….…….……No Concern
she can’t communicate, she is too ill
FIT
CARDIAC ARREST
MULTI ORGAN FAILURE
BACTERIAL TOXIC SHOCK SYNDROME
DIC
3 days before her collapse and admission to ITU
Platelets fell from 199 to 50 with her liver failing and a high white blood count.
“Getting better”
Haematologist advised further investigations, concerned at her results
“Feeling better”
Potassium was 6.9 and platelets now at 25
“Looking better”
The inquest concluded death by natural causes.
Were missed
Ignored
Carelessly tossed aside
Why should medical teams listen to
them?
• They can be a font of knowledge • They have more time
• Often already an existing level of trust and rapport
• They have an investment….
It is Their
Their Life
Their Mum
Their Friend
Their Dad
Their Husband
Their Wife Their Partner Their Sibling
Their neighbour Their Son Their Daughter
Share Knowledge
Service User
Clinical Staff
OR
Clinical Staff
Service User
Conscious & Unconscious
Processes and emotions
Past
Experience
Emotions
Concern
Worry
Fear
Present
Situations
Future
Beliefs
fear
noun
1.
an unpleasant emotion caused by the threat of danger, pain, or
harm
(Physical, emotional or Psychological)
FEAR = SELF PROTECTION
We all do this
You do
I do
It’s normal
Don’t FEAR it…….Understand it.
Listen
Engage
Understand
Empathise
Ask - Am I getting all the pieces of the puzzle?
Clinical
knowledge
Patient
knowledge
= Patient safety
‘Every addition to true knowledge
is an addition to human power’
Horace Mann
Thank you very much for listening