Communicating with HEART around the globe—does empathy transcend culture?

Daniella Kerbauy, Carol Santalucia, Rogerio Caldana, Joe Sweet, Jeane Tsutsui, Edgar Rizzatti, Mary Beth Mercer


Background: Patient experience (PX) has gotten a lot of attention in the past decade and certainly plays a key role for successful healthcare delivery. Cleveland Clinic is committed to improve the PX, and has incorporated specific initiatives to create an environment that supports it. One of the most effective is Communicate with H.E.A.R.T.® which establishes a structured model for learning and demonstrating behaviors responsible for a successful service-focused culture.
Methods: Fleury Group partnered with Cleveland Clinic and adopted the Communicate with H.E.A.R.T.® program in order to improve their PX.
Results: Here, we will share findings on Fleury Group PX status and the results of skills improvement with the S.T.A.R.T. with Heart training module on the sample group of collaborators (Fleury’s term for employee). Participants improved in their level of confidence on all skills trained, with a 20% overall increase in ratings of “extremely confident” after training. Then, we will review the results on skills improvement and compare and contrast the efforts in both Brazil and the United States.
Conclusions: We believe that empathy does transcend culture. This paper will address this question.