Why is empathy important when answering phone calls from patients?

Empathy is crucial when answering phone calls from patients because it enhances trust and rapport between the healthcare provider and the patient. When a healthcare professional demonstrates empathy, it shows patients that their feelings and concerns are valid and understood. This emotional connection can lead to increased patient satisfaction, as patients feel valued and more comfortable discussing their health issues. A strong sense of trust can also encourage patients to share critical information about their condition, which can ultimately lead to better health outcomes and compliance with treatment recommendations. Establishing this trust from the outset can lay a solid foundation for a positive ongoing relationship between the patient and the healthcare team.