When empathy is marginalized

We often forget that medical staff, including doctors, nurses, physiotherapists, paramedics, etc., despite their deep sense of mission and best intentions, experience many difficult moments in their daily work. In such situations, empathizing with the patient can be a big challenge. It is worth remembering that this is not due to a lack of sensitivity, but to the enormous emotional burden, time pressure, and systemic constraints [3,4]. All this means that empathy can take a back seat.

The most common obstacles to feeling by employees of the health service empathy are:

• pressure of time and procedures — in the realities of the Polish health service, employees, often work under great pressure due to the number of patients and insufficient a17> time allocated per single visit;
• emotional strain and burnout — empathy requires mental effort: studies conducted among healthcare workers show a close correlation between empathy and burnout [3,4];
• lack of interpersonal education — in curricula, empathetic communication is often an addition rather than a core element [5];
• fear of taking on the burden of the patient — sometimes healthcare professionals fear that too strong an emotional involvement will overwhelm them or lead to malpractice [5,6].

Despite these obstacles, empathy—when approached strategically—can be a strength rather than a burden. Why should it be a medical competency for every healthcare professional, rather than just an addition to the profession?

Empathetic medicine gives patients hope

Empathetic medicine is an approach in which the relationship with the patient becomes an active element of therapy — not only a carrier of information, but a tool for treatment.

Empathy in medicine is:

• greater trust and security — patients who feel that their fears and doubts are being listened to with genuine interest and concern are more likely to open up to healthcare professionals, trust them, and cooperate with them. This, in turn, leads to better communication and, as a result, promotes reliable diagnoses and facilitates compliance with recommendations. As a result, they recover faster because they have a positive attitude towards the people around them;
• reduction of stress — emotional comfort in the office promotes reduction levels of cortisol, i.e. the hormone of stress;
• strengthening the sense of agency of the patient — it happens, that the patient feels as if suspended in illness — specialist, who actively supports, helps restore a sense of agency. Hope gives rise to motivation to take action, adhere to therapy, asking questions, and also better caring for oneself;
• holistic picture of the patient — employee of the health service with a high degree of empathy will be more willing to take into account the psychosocial sphere a13> a13> psychosocial sphere, will cooperate with a psychologist, rehabilitation specialist, dietitian. This is all that increases the effectiveness of treatment [4-6].

Numerous studies show that healthcare professionals with higher levels of empathy are more likely to achieve better outcomes in patients with chronic diseases, including diabetes, cardiovascular disease, and oncology [7-9]. This is not pure theory—empathy has measurable clinical consequences.

Can empathy be learned?

In the article Empathy can be learned, the author points out that primary health care in particular offers exceptional potential for developing empathy. Regular, often long-term contact with the same patients allows specialists not only to monitor the course of diseases, but also to better understand the patients’ life context — their emotions, fears, family or economic situation. It is this continuity of relationships that creates the conditions for building trust and genuine empathy, which over time transforms into deeper, more collaborative therapeutic relationships [10].

Why should empathy be considered a mandatory skill?

1. 1
   Psychological effects for doctors, nurses, medical caregivers, paramedicmedical— empathy, if it is properly regulated, can be a source of professional satisfaction and, additionally, strengthens the sense of a23> great mission of one’s own work. Scientific articles emphasize that empathy can protect against burnout, if the employee is able to maintain boundaries and appropriate distance [6].
2. 2
   Equality in health care — Empathetic medicine promotes the reduction of social and cultural barriers [11].
3. 3
   Patient mental well-being and better treatment outcomes— patients who feel understood trust specialists more and are more willing to cooperate with them (especially in the context of medication and lifestyle changes) [11].

Medical students who participate in empathy training, communication workshops, and simulated patient interviews perform better not only in interpersonal relationships, but also in understanding patient needs and treatment effectiveness [5]. These studies show that empathetic communication is a measurable clinical competency, not an add-on to the profession.

“Healthcare workers should be careful not to fall into a routine, performing tasks mechanically and reacting nervously to patients’ questions. They must remember that they are undoubtedly in one of the most beautiful professions, caring for other people. This can bring pride and happiness, as well as enormous satisfaction. It is a profession only for people with a beautiful heart, empathy, and love for others. If this is not the case, it can end in tragedy for both sides. Then neither side will be happy and both will feel wronged. There is no room for arrogance, nervousness, or impatience in this job. It is not an assembly line job,” argues Beata Drzazga, entrepreneur, founder of Poland’s largest medical company BetaMed S.A., philanthropist, management expert, and author of numerous business articles.

BetaMed S.A. — a place full of empathy

“During my 25 years of grueling work, I have tried to promote the idea of an empathetic approach to other people. As the founder of BetaMed (the largest medical company in terms of long-term care), it was there that I initiated these values, which are paramount for every human being and stem directly from my personality. I didn’t have to learn empathy, I just have it. I love patients, the elderly, and the vulnerable. I demonstrated this at BetaMed to over 3,500 employees. I created 91 branches in 11 provinces and everywhere I taught coordinators what empathy is and how to apply it at every stage of work, even during a phone call. This is very important to me,” explains Beata Drzazga.

An example of a place where empathetic medicine is an everyday occurrence is the Drzazga Clinic. The clinic strives to combine professionalism with patient care—not only in an aesthetic sense, but also in terms of relationships. The doctors and entire staff of the clinic are described by clients as polite, attentive listeners who explain each stage of the procedure and focus on psychological comfort — which makes the patient feel seen and understood. This attitude fits perfectly with empathetic medicine: presence, trust, and relationship become part of the therapy, even in aesthetics.

Empathy is particularly important in leadership. First, it is important to inspire people, which is related to personality and authority, and second, to treat them with empathy. An example of this is my fashion boutique, Dono da Scheggia, which is known for its empathetic and friendly staff. Customers really appreciate this. This kind of energy is crucial for me, which is why I appreciate it in other people. I believe that empathy is essential in running a business, in competition, in caring about quality, which is reflected in the approach to both colleagues and competitors,” adds Beata Drzazga.

What does Drzazga Clinic offer? It is a laser therapy, aesthetic medicine, and cosmetology clinic in Chorzów, where you will find, among other things:

• laser treatments, including acne reduction, caesarean section scar reduction, capillary and erythema reduction, and fat reduction;
• aesthetic medicine, including, for example, hyaluronic acid, lip contouring, facial volumetry, lip contouring, lifting (including endolifting);
• cosmetology, including peels, microneedling, facial treatments, hair removal, nail styling, hybrid manicures, etc.

Empathy in medicine is not a luxury or a decorative feature of the profession—it is its foundation. It is thanks to empathy that patients do not feel like medical cases, but like human beings, and healthcare workers regain a sense of purpose in their work despite the hardships of the system. Scientific research and the experience of practitioners clearly show that empathy translates into better treatment outcomes, patient cooperation, and a lower risk of burnout among medical staff.

In Polish healthcare, which is full of organizational and emotional challenges, we need not only technical reforms today, but also a relational revolution—based on mindfulness, respect, and hope. Empathetic medicine can be just as therapeutic for the patient as medicine. Because in this field, as in life, it is not always possible to cure, but it is always possible to help — with understanding, presence, and heart.

Beata Drzazga, as Patient Ambassador, is writing an e-book on the importance of empathy in patient relations – so that patients are not afraid to speak up and ask for help and support. Title of the publication: “Relationships and support during illness.”