‘Listening with empathy key to patient trust’ | Lucknow News
Lucknow: An orientation programme on work ethics, that brought together over 100 frontline staff—including receptionists, junior reception officers, public relations officials, medical social workers, and nursing staff—was held at SGPGIMS on Saturday.Addressing the gathering, Prof Mukul Srivastava from the mass communication and journalism department at Lucknow University, said: “Discipline, time management and behavioural refinement are key to improving institutional outcomes and public trust. A satisfied patient is worth a thousand advertisements. A patient’s dignity must remain paramount.” He added that staff members who serve as the first point of contact for patients often act as “shock absorbers” and should therefore learn to listen with empathy. CMS Prof Devendra Gupta stressed that effective communication was central to hospital functioning. Medical superintendent Prof R Harshvardhan highlighted the importance of non-verbal cues in patient interaction. “Words are only a medium. How we communicate matters more,” he said.
