Delivering Patient-Centred Care in Times of Uncertainty : Maintaining Quality, Empathy, and Clarity in Care - Emphasising a Patient-Centred Approach

Stella Major MBBS FRCGP CHSE-A

Professor of Family Medicine Teaching in Medicine

Director of the Clinical Skills & Simulation Lab

Division of Medical Education

Weill Cornell Medicine-Qatar

Delivering Patient-Centred Care in Times of Uncertainty : Maintaining quality, empathy, and clarity in care - emphasising a patient-centred approach

Delivering patient-centered care during times of uncertainty requires adapting care plans to individual needs while maintaining safety and trust. Shift from a strictly biomedical "What is the matter?" to a broader "What matters to you?" to prioritize care based on your patient’s values and goals, maintain empathy through active listening and communicate compassionately to prevent patients from feeling disregarded.

Uncertainty often induces fear. Communicating uncertainty honestly builds trust. Clinicians should acknowledge limitations in knowledge, explain the "why" behind decisions, and use tools like the VALUE mnemonic (Value family statements, Acknowledge emotions, Listen, Understand, Elicit questions).

When a diagnosis is uncertain, providers should clearly communicate what symptoms to look for, how to seek further care, and the expected time course of recovery.

Delivering care that addresses "feeling safe" is as critical as physical safety. This includes, where possible, enabling family presence to support patients and reduce social isolation.

Especially in uncertain times, involving patients in decisions about their care keeps them at the center. This includes explaining the risks and benefits of options when evidence is evolving, so that the patient can be a partner in managing their own health.

Consider remote telehealth monitoring tools when appropriate to allow patients to continue to receive care.