PEARLS, it spelled out: Partnership, Empathy, Apology, Respect, Legitimization, and Support.
With a smirk, I tossed it in the trash."
Better understanding and educational approach are needed.
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Just as a side note, here is an overview of some empathy/communication mnemonics with the corresponding references:
"PEARLS – which stands for partnership, empathy, apology/acknowledgment, respect, legitimation, and support"
https://www.mdedge.com/familypracticenews/article/88977/neurology/use-pearls-build-relationships-patients
"The NURSE mnemonic is a useful memory aid to assist you to comprehensively and appropriately respond to patients’ emotions"
https://www.stepsforward.org/modules/empathetic-listening
The NURSE mnemonic has been reproduced from Back A, Arnold R, Tulsky J. Mastering communication with seriously ill patients: balancing honesty with empathy and hope. Cambridge University Press; 2009 Mar 2.
"The 4 C's"
https://defenceupdate.mdanational.com.au/Articles/empathic-communication
"BATHE Mnemonic"
https://fpnotebook.com/Psych/Exam/BthTchnq.htm
Communicate with H.E.A.R.T®
https://my.clevelandclinic.org/departments/patient-experience/depts/experience-partners/training/communicate-with-heart
The H.E.A.R.T. program consists of 3 training modules: S.T.A.R.T. with Heart® focuses on nine key expected services behaviors to use in every interaction with patient, families and other employees. Respond with H.E.A.R.T.® is an innovative model for service recovery providing employees with tools to help consistently address patient concerns. Answer with H.E.A.R.T.® delivers training for exceptional phone service and crucial factors for de-escalating challenging calls.
R.E.D.E. to Communicate
https://my.clevelandclinic.org/departments/patient-experience/depts/experience-partners/training/rede-to-communicate
References:
https://www.nejm.org/doi/full/10.1056/NEJMp1808397
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