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Saint Luke's Hospital Research Report

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Evaluating the Effectiveness of Empathy Huddles on HCAHPS Scores 

In the healthcare arena, increased emphasis on patient-centered care has led providers to consider the patient’s experience as an important outcome metric. Many healthcare organizations collect patient experience data to identify which units perform well, and which units have an opportunity for improvement. Saint Luke’s Hospital collects quarterly (Hospital Consumer Assessment of Healthcare Providers and Systems) HCAHPS data to determine how well specific units are performing in terms of patient experience. This study explores how empathy huddle interventions aimed at increasing staff empathy would enhance their capacity to understand the patient’s experience, to act proactively on behalf of the patient, and to show compassion and patience during patient interactions.

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