Jennifer PackardPatient Experience Senior Advisor, Patient Communication Education & Training
Ms. Packard is a Patient Experience Senior Advisor in Patient Communication Education & Training, within The Office of Patient Experience at Mayo Clinic. With a background in counseling psychology, she has more than twenty years of clinical experience in the fields of addictions, developmental disabilities, health behavior change, and empathic communication in healthcare. As an educator and trainer, Ms. Packard has served as faculty within several institutions of higher learning, including Mayo Medical School, and is a past director of the Mayo Clinic Wellness Coach Training Program. She is a National Board Certified Health and Wellness Coach, a member of the Motivational Interviewing Network of Trainers (MINT), and an expert in empathic communication strategies. She has served as a course facilitator and content expert on topics of addictions, health behavior change, coaching, conflict de-escalation, and service excellence both nationally and internationally. On a more intimate scale, she is involved with individual physician coaching, and partnering with departments across the institution to re-engage staff with Mayo Clinic core values. Currently, Ms. Packard is responsible for the ongoing curriculum development, administration and training in empathic communication of all supervisory and frontline staff within Clinic Operations at Mayo Clinic.
Empathy is the idea of understanding another person’s experience from his or her perspective. When empathic communication is infused into the culture of a healthcare organization in an intentional way, patient satisfaction and treatment compliance increase – which can lead to more satisfying and effective patient interactions for the provider. Placing yourself in patient’s shoes provides insight into what he or she is thinking and feeling, and the skill of empathic communication creates the condition for the patient to feel heard and understood. Empathy can return to the forefront with some key training across the caregiver spectrum, from physicians and nurses, to all other front-line staff. Jennifer Packard from Mayo Clinic dives in to critical empathic communications skill sets and just how to go about training them effectively across a health system. She will share some of the nuances of the Mayo Clinic PX patient communication model, including the creation and administration of this large scale training effort.