A researcher has outlined the concept of ‘kindness’ and suggests that it might be crucial for enhancing communication among healthcare teams and improving patient care.
A researcher has outlined the concept of ‘kindness’ and suggests that it might be crucial for enhancing communication among healthcare teams and improving patient care.
According to Nicki Macklin, a PhD student at the School of Population Health, Waipapa Taumata Rau, University of Auckland, “Kindness is closely associated with how patients experience care and can affect outcomes such as safety, engagement with healthcare services, and lower hospital readmission rates.”
Conversely, Macklin points out that a lack of kindness in healthcare—characterized by rude behavior or unclear communication—has been identified as a major factor in approximately 75% of patient harm incidents in hospitals according to extensive research.
“While kindness might seem like a gentle, idealistic thought, it is actually a vital instrument for improving patient safety, satisfaction, and overall outcomes.”
Macklin developed a definition of kindness through a comprehensive review of existing research and noted that it involves purposeful, positive, and action-driven elements.
“At its core, kindness is built on civility and involves actions that demonstrate respect, generosity, openness, and inclusivity,” Macklin explains.
According to her, when conflicts arise—a common occurrence both in healthcare and in society—it is essential to maintain respect for others through the way we choose to respond.
Macklin discovered that kindness is often confused with compassion and empathy in academic discussions. Her newly published paper, co-authored with Dr. Laura Wilkinson-Meyers and Prof. Tony Dowell, appears in the esteemed British Medical Journal Leader.
However, understanding the differences between these concepts is vital. Kindness can be expressed independently of others’ emotions and can be effectively taught in medical training.
Empathy, on the other hand, refers to a personal emotional reaction where one seeks to share in another’s feelings, whether they are in joy or pain, guiding actions rather than defining them.
Compassion involves wanting to help alleviate someone’s suffering, but it doesn’t always lead to direct action.
Kindness is thus characterized by actions stemming from a genuine desire to help others thrive, whether driven by empathy or selected proactively.
Macklin envisions a future where kindness is more deeply integrated into the culture of healthcare teams and organizations. This change could enhance communication within healthcare teams and with patients, simultaneously fostering a more positive patient experience regarding safety and trust.
“There are practical ways we can measure and anticipate kindness, for instance, in educational programs, policies, and organizational practices,” she states.
Even when healthcare professionals are overwhelmed and unable to show compassion, kindness can still be present.
However, Macklin stresses that organizations must cultivate environments and cultures that support kindness among individuals and teams before expecting it from their staff.
With a background in quality improvement and training as an occupational therapist, Macklin’s interest in kindness stemmed from her personal experience navigating the healthcare system with her ill child, which ultimately fueled her advocacy for patients.
“Surprisingly, it wasn’t the presence or absence of kindness directed at us that influenced us the most. The most significant impact came from how kindness was exhibited within the healthcare teams themselves.”
“Seeing our healthcare team undermine one another, engage in disrespectful communication during conflicts, provide us with conflicting treatment advice, and fail to collaborate had the largest effect on our experience.”
“In contrast, we also observed truly effective healthcare teams, and in terms of patient safety and trust, their interactions had a more profound effect on our sense of safety and trust than our individual treatment.”
Macklin’s upcoming publications will focus on her ongoing PhD research, which includes surveys and interviews with individuals working in health systems worldwide, particularly those specializing in patient-centered care, with the hope of establishing kindness as a foundational principle in healthcare across all levels.
