Authors: (including presenting author): :
Cheung YH(1),Kwok Y(1) Lam HY(1), Yuen WT(1)
Affiliation: :
(1) Ortho Rehab Ward 3L, Department of Medicine, Haven of Hope Hospital
Keyword 1: :
patient‑centred communication
Keyword 3: :
orthopaedic rehabilitation
Keyword 4: :
patient care assistants
Keyword 6: :
communication skill
Introduction: :
Patient Care Assistants play a vital role in supporting patients recovering from fractures, joint replacements, and mobility‑related conditions in orthopedic rehabilitation wards. The physically demanding and repetitive nature of rehabilitation care, including ADL assistance and frequent exposure to patients’ pain and frustration, may lead to task‑focused interactions and reduced empathic communication over time. Delivering patient‑centered care can therefore be challenging. Patients undergoing orthopedic rehabilitation often experience anxiety, pain, and emotional distress due to sudden functional decline and hospitalization. Without structured reinforcement, empathy and communication skills among PCAs may gradually diminish. To address this gap, the “Empathy in Action” workshop was developed to strengthen compassionate, patient‑centered communication in daily PCA practice.
Objectives: :
1.Strengthen PCAs’ patient‑centered communication skills in an orthopedic rehabilitation setting. 2.Reduce task‑oriented care and promote empathic, patient‑focused interactions. 3.Improve PCAs’ confidence and consistency in managing challenging patient care situations.
Methodology: :
The “Empathy in Action” workshop was delivered using a structured, interactive training approach. To accommodate shift work, four identical one‑hour workshops were conducted to ensure full PCA participation. The program included short empathy skill modules covering active listening, emotional validation, tone awareness, and recognition of patients’ emotional cues. Real‑life case studies and videos related to patient‑centered care were used to enhance understanding. Role‑play exercises and group sharing focused on common challenging rehabilitation scenarios, such as assisting patients with limited mobility, toileting needs, and managing frustration during painful movements following orthopedic surgery. Simple communication scripts were introduced to support reassurance and comfort during care. The workshop emphasized non‑judgmental attitudes, reflection, and practical application in daily care.
Result & Outcome: :
A total of 13 PCAs attended the workshop, with a 100% questionnaire response rate. Following the training, 92.3% (n=12) strongly agreed that their understanding of empathy in the workplace had improved, while 84.6% (n=11) strongly agreed that empathy is an essential component of hospital care. Participants also reported increased confidence in managing emotionally challenging interactions and greater awareness of patients’ emotional needs. In addition, several participants reflected that the role‑play exercises and communication scripts were particularly helpful in translating empathy concepts into daily practice. PCAs reported being more mindful of tone, reassurance, and emotional validation when delivering routine rehabilitation care. Ongoing observation and feedback suggest improved consistency in patient‑centered communication during daily rehabilitation care, supporting a more compassionate and respectful ward culture.
