Description

Compassionate care has been implicated as a protective factor against burnout; it involves identifying the patient’s needs and responding to them according to the resources available. To do this, it is necessary to consider the patient’s perspective and identify his or her emotions, understand the context and establish a limit to the situation. The objective of this study was to evaluate and understand how compassionate treatment is understood by patients and health professionals, as well as the implications it has in a specialized hospital institution in Medellin. Therefore, a mixed approach with quantitative questionnaires and semi-structured interviews was used. The sample corresponds to health professionals and patients. Levels and perceptions of burnout, empathy and compassion were evaluated. The study found high levels of emotional exhaustion and depersonalization in 28.8% and 31.8%; low perspective taking in 30.3%, and low empathic understanding in 39.4%. Personal and organizational resources are needed to provide compassionate care that is sustainable over time. Personalization of care, two-way communication, treatment follow-up, and identification of needs are highlighted as key aspects of compassionate care. Compassionate care is positively valued by patients and can be easily adapted in medical care; however, addressing emotional exhaustion and promoting cognitive empathy are needed to ensure quality of care and the well-being of health care professionals.