When considering patients, it’s essential to address their dual requirements during medical consultations: the need for clear information and the desire to feel understood. Research by Sanders et al. (2021) emphasises that effective communication is not only about providing information but also about how it is delivered. Using simple, straightforward language tailored to the patient’s level of understanding helps build trust and reduces the risk of patients feeling patronised. This empathetic approach makes patients feel acknowledged and respected, thus satisfying their need to "feel known". Moreover, studies like those by Street et al. (2009) highlight that when clinicians validate a patient's feelings and perspectives, it can have a therapeutic effect, improving psychological well-being by reducing anxiety and fear. As a leader, it is crucial to create an environment where this kind of empathic, patient-centred communication is a standard practice, ensuring that patients feel both informed and genuinely cared for.

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Considering managing healthcare professionals, creating a supportive culture is key to enabling them to provide the empathic care that patients require. Clinicians often encounter challenging situations that can be emotionally taxing, and without adequate support, their ability to engage empathetically may diminish. Leaders should prioritise ongoing training in communication skills that focus on the integration of empathy when sharing information. Research by van Vliet and Back (2021) suggests that empathy enhances patients' recall of information, which underscores the importance of encouraging health professionals to adopt a balanced approach when conveying details to patients. Additionally, promoting reflective practices where clinicians routinely consider their interactions can help them refine their ability to provide empathic care effectively.