How to show empathy in healthcare: why it matters and the three types you should know

Empathy is one of the most important tools a healthcare professional can possess. In fact, 93 per cent of patients believe that a lack of empathy lowers the quality of care, a clear reminder of how deeply it shapes a patient or client’s experience.

Empathy also plays a crucial role in team morale and workplace wellbeing. A recent survey revealed that 47 per cent of respondents indicated that having leaders who were more empathetic would improve their job satisfaction and mental health.

With empathy taking centre stage across multiple aspects of healthcare, it’s essential that healthcare professionals understand what empathy entails and make a conscious effort to embody it within their practice.

In this article, we’ll explore why empathy is important, break down the three different types of empathy and offer practical ways to apply empathy in your day-to-day life.

What does it mean to be empathetic in healthcare?

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The Oxford Dictionary defines being empathetic as “showing an ability to understand and share the feelings of another.” An article by the Australian Nursing and Midwifery Journal builds on this definition and describes being empathetic in healthcare as the ability to see the world from another person’s perspective, understand their emotions without judgment and be able to communicate that understanding to them.

The difference between empathy and sympathy in healthcare

Empathy and sympathy are often confused with each other, even though they reflect very different ways of responding to someone’s emotions.

Empathy is about emotional presence. With empathy, you’re genuinely trying to understand what someone else is feeling by seeing the situation from their perspective.

Sympathy, on the other hand, involves recognising that someone is suffering, but from a distance. It’s feeling pity or sorrow for someone without necessarily understanding what they’re going through.

As an example, imagine a colleague who’s feeling overwhelmed by mounting deadlines for a health promotion campaign. A sympathetic response might be, “I’m sorry you’ve got to do all of that work.” While well-intentioned, the response can come across as emotionally distant.

An empathetic response, on the other hand, might be, “I can see you’ve got a lot on your plate and it must be exhausting trying to juggle everything. Do you want to talk it through or is there something I can help with?”

Research suggests that sympathy is often perceived as superficial and a depersonalised response. Conversely, empathy is generally welcomed and valued as it helps individuals to feel seen, heard and supported.

Why is showing empathy important in healthcare?

Empathy is a core component of effective healthcare as it influences aspects such as patient or client satisfaction, clinical outcomes, communication and team dynamics.

1. Improves patient or client satisfaction

Research shows that patient satisfaction increases by up to 52 per cent when clinicians demonstrate empathy. Why? Because empathetic clinicians are more likely to develop strong relationships with their clients or patients, allowing them to:

• Provide higher-quality, personalised care
• Involve patients or clients in decision-making
• Have open discussions with a patient or client about their concerns, preferences and emotional needs

2. Leads to better clinical outcomes

When patients or clients feel like they’re understood and emotionally supported, studies show that they are more likely to comply with their treatment plan, resulting in improved clinical outcomes. A study published in the Annals of Family Medicine supports the above with findings indicating that patients who perceived their GPs as empathetic had a lower risk of early mortality.

3. Improves communication

When people feel heard, they’re more likely to be open and honest about their concerns, which helps to prevent conflict and supports more productive conversations. This not only benefits interactions with patients and clients but also aids teams and the workplace in building a culture of openness and psychological safety.

4. Strengthens teamwork and workplace culture

Empathy plays a vital role in strengthening teamwork and building healthier and more productive workplaces. When team members feel respected, valued and listened to, it contributes to:

• Increased job satisfaction
• Reduced workplace stress
• More collaborative and cohesive teams

What are the three types of empathy?

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Although empathy is often considered a broad concept, psychologists Daniel Goleman and Paul Ekman are widely credited with breaking down the concept of empathy into three types: cognitive, emotional and compassionate. Each plays a unique role in how we connect with others, especially in healthcare settings.

Cognitive empathy

Cognitive empathy is often considered the most foundational form of empathy. Also known as “perspective-taking”, it involves the ability to understand the reasoning behind someone’s words, behaviours and expressions to gain a more accurate picture of the individual.

Why it’s important in healthcare

Cognitive empathy is particularly valuable in high-pressure or emotionally intense healthcare environments where remaining calm, focused and objective is essential. It allows healthcare professionals to understand a patient or client’s thoughts, concerns or motivations without being emotionally overwhelmed.

For example, imagine a critical care nurse attending to a patient who becomes increasingly agitated and uncooperative. Instead of viewing the behaviour as disruptive or defiant, cognitive empathy allows the nurse to pause and consider what might be contributing to the reaction. Is the patient in pain, disoriented or frightened? By recognising the underlying distress, the nurse can help to de-escalate the situation while maintaining focus on the task at hand.

💡While some situations may call for cognitive empathy, relying on it alone can risk coming across as cold or emotionally distant. In most cases, cognitive empathy is most effective when combined with emotional and compassionate empathy.

Emotional empathy

Emotional empathy goes a step further than simply understanding how someone feels. It is the ability to tune into another person’s emotional experience and feel what they feel, even if you don’t agree with their perspective or interpretation of the situation.

Why it’s important in healthcare

Relationships are an integral part of healthcare and emotional empathy plays a key role in strengthening them. It helps build trust and connection by sending a powerful message of, “What you’re feeling matters and you don’t have to go through this alone.”

Emotional empathy is especially important in areas such as psychology, counselling and social work where individuals are usually in particularly vulnerable states and therapeutic relationships play a central role. In these settings, responding with emotional empathy can make all the difference in helping someone feel validated and supported.

For example, imagine a client who’s crying while talking about the recent loss of a loved one. Even if you haven’t experienced that same kind of loss yourself, with emotional empathy, you’ll be mirroring that person’s emotional state, allowing yourself to sit in that emotional space with them. This allows you to better relate to their situation and respond in a way that helps them feel understood and cared for.

💡While important, healthcare professionals need to be careful when practising emotional empathy as taking on too much of another person’s emotional load may lead to compassion fatigue or burnout.

Compassionate empathy

Compassionate empathy goes beyond simply understanding what someone is going through or feeling what they feel, it’s about taking supportive action. While cognitive empathy helps you understand what someone might be thinking and emotional empathy helps you feel what they’re feeling, compassionate empathy is, “What can I do to help in this moment?”

Why it’s important in healthcare

Compassionate empathy is often considered the most powerful form of empathy in clinical care because it inspires action. It’s what drives a GP to stay a few extra minutes to talk through things with a patient or a nurse to check in on a struggling colleague at the end of a long shift. Compassionate empathy is the heart of person-centred care and shows someone that their concerns won’t just be acknowledged, they’ll be met with care and responsiveness.

An example could be a colleague going through a rough patch at work. While you might try and put yourself in their shoes and understand what they’re feeling, compassionate empathy takes it a step further. For instance, you might offer to take something off their plate that day, check in later with a message or simply say, “I know it’s been a lot lately. I’ve got a break coming up, want to grab a coffee and chat?"

💡Out of the three types, compassionate empathy is often considered the most ideal. It enables you to understand what someone is going through (cognitive empathy) without being too emotionally involved (emotional empathy), so you can still step in and offer your support.

Practical ways to show empathy in healthcare

Empathy is often shown through genuine thought, small actions and thoughtful language that convey care. Whether it’s a reassuring word, a follow-up conversation or simply being present in the moment, it’s the sincerity behind these actions that allow empathy to shine through.

Below are some practical ways that you can go about showing empathy in healthcare:

1. Be fully present and offer your undivided attention
   Active listening is a cornerstone of empathy and one of the simplest ways to show someone that you’re listening is to be fully present. When you stop multitasking, maintain eye contact and give someone your complete attention, you’re creating space for them to feel safe, heard and supported.

   This might mean turning away from your laptop while speaking with a patient or client or putting down your phone when a colleague is sharing something personal. These small but intentional moments signal to the individual, “I’m here. You have my attention.”

2. Acknowledge and validate their emotions
   You don’t always need the perfect response or solution. 

   For example, if a patient shares that they’re anxious about receiving their test results, you might say, “It’s completely understandable that you’re feeling anxious right now.” Or if a colleague shares that they’re feeling stressed after a difficult shift, you could say, “That looked like a really intense day, you must be feeling drained.”

   By validating a person’s emotions, you’re not brushing their emotions aside or trying to offer a solution. Instead, you’re showing that you care and communicating that it’s alright for them to feel that way.

3. Create a safe and non-judgemental environment
   Empathy isn’t just about how you respond, it’s also about the environment you create. People are more likely to open up and be vulnerable if they feel they won’t be interrupted, judged, criticised or dismissed.

4. Ask open-ended questions to understand their experience
   Rather than assuming how someone feels or what they need, open-ended questions give people the space to express their thoughts and emotions in their own words. This not only helps build understanding but also shows that you value their perspective.

   💡If someone doesn’t feel ready to talk, don’t force the conversation. A gentle phrase like, “I’m here if you want to talk about it,” lets them know that you’re available to listen whenever they need.

5. Try to put yourself in their shoes
   Empathy starts with making an effort to see things from someone else’s perspective, even when you don’t necessarily agree with their thoughts or feelings. You don’t have to share their exact experience, but without at least trying to understand where they’re coming from, it’s difficult to be empathetic.

   One way to do so is to ask yourself, “When have I felt this way before?” For example, if a patient tells you that they’re scared to start a new treatment, you might reflect on a time when you felt nervous or overwhelmed by something unfamiliar. While the situation isn’t identical, it may help you relate more to what the person is going through.

6. Think of what you can do to help
   When someone is going through something difficult, ask yourself, “What can I do to support them right now?” Often, it’s the small gestures that matter most. 

7. Know when to gently shift the tone
   In a healthcare setting, it’s not always possible to remain with someone for an extended period of time, especially when caring for multiple patients or clients.

   Nurses, for instance, may want to sit with a patient for longer, but don’t always have the time to do so. That’s why learning how to gently transition out of an emotional conversation is just as important as showing empathy in the first place.

   This doesn’t mean being dismissive or cutting the moment short abruptly. Instead, it’s about shifting the energy in a respectful way, perhaps with a warm smile or a gentle change of topic. 

How to be more empathetic as a healthcare professional

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If you’re looking to build more empathy into your daily practice, here are some ways to strengthen this skill:

1. Prioritise your own wellbeing
   Being empathetic can be emotionally demanding so it’s important to take care of yourself first. When your own bucket is full, you’re better equipped to support others without becoming emotionally drained or overwhelmed.

   In practice, this means prioritising rest, setting clear boundaries, regularly checking in with yourself and being mindful of your emotions.

2. Model after empathetic leaders
   One effective way to enhance your empathy skills is to observe and emulate leaders who demonstrate it well. Good leaders, for example, often incorporate empathy into their healthcare leadership style, showcasing a high degree of emotional intelligence and empathetic leadership qualities. By modelling after their own behaviours, you can build on your empathy skills and better incorporate them into your own practice.

3. Take time to reflect
   Empathy often grows through self-awareness. After a conversation or interaction, take a moment to reflect and ask yourself questions like, “Did I really listen?” and “Could I have said or done something differently?”

   Even brief check-ins after the end of your work day can help you identify patterns and opportunities to improve how you connect with others emotionally. Over time, these insights can refine your ability to emotionally connect with others and enhance your empathetic approach to care.

4. Practise empathy regularly
   Like any skill, empathy improves with practice. One simple but effective way to work on your empathy is through everyday interactions with family and friends. When they share something personal with you, take the opportunity to practise key elements of empathy such as active listening, being fully present and validating their emotions.

   These interactions can help with sharpening your skills over time, helping you to become more empathetic in professional settings.

5. Complete a training program or postgraduate course
   Many healthcare organisations provide training programs or workshops designed to enhance empathy-related skills such as active listening, emotional intelligence and communication.

   Alternatively, pursuing postgraduate study is another way to build these skills. While some postgraduate healthcare courses weave concepts of empathy throughout the curriculum, others include units that can enhance your skills, allowing you to become a more empathetic healthcare professional.

   Some of these postgraduate healthcare courses include:

   Graduate Diploma of Psychology (Bridging) at James Cook University

   As part of this part-time course, you will learn to develop empathy-related skills that are essential for those pursuing a career in psychology. Units such as Human Development Across the Lifespan and Principles of Counselling cover concepts that promote perspective-taking and emotional understanding, both of which underpin empathetic clinical practice.

   Master of Mental Health Nursing at Southern Cross University

   In this course, you will have the option to take an elective called Social and Emotional Competence in the Workplace, which focuses on building interpersonal skills in empathy, teamwork and conflict management. You will learn how to evaluate the emotions and behaviours of yourself and others and how to integrate mindfulness techniques into your daily life.

   Master of Counselling at Edith Cowan University

   During this two-year, part-time course, you will get to hone and practise empathy-related skills. In the unit Advanced Theories and Techniques in Counselling, for example, you’ll practise core micro-skills of counselling which includes empathy and communication during a three-day on-site intensive.

   Master of Counselling at the University of Canberra

   In this course, concepts of empathy are embedded throughout the curriculum, helping you build a strong foundation by the time you graduate. In the unit Core Counselling Skills, for example, you’ll learn a model of interpersonal communication along with other practical skills foundational for working with clients in human service delivery. You’ll also undertake supervised counselling placements where you’ll have the opportunity to apply your empathy skills in real-world scenarios.

   Master of Healthcare Leadership at Southern Cross University

   This online course is designed to equip you with the skills needed to drive innovation and adapt to changing healthcare systems. As part of the course, you have the option to take an elective unit in Contemporary Mental Health, which explores concepts such as emotional intelligence, empathy and compassion.

Boost your empathy skills in healthcare

Empathy isn’t optional in healthcare, it’s essential. By understanding the three types of empathy and making a conscious effort to apply them in practice, you can build trust, enhance communication and make a measurable impact on patient and client outcomes.

Ready to take the next step in building your empathy skills? Explore these healthcare courses in psychology, counselling, mental health, public health, leadership and management, nursing and social work. To apply, simply enquire by selecting a course here to connect with a Student