An insurance company said in their commercial: “Empathy is our policy”. I amamazed.
A week ago, my son got pink eye from school. The over-the-counter medicinedidn’t improve his condition, so I called the 24/7 nurse line hoping to speakto someone.
It has been challenging to schedule a doctor’s appointment this year. Thedoctor shortage often means it’s nearly impossible to see someone in personwith a short notice, except for the emergency room. The nurse line is helpfulfor advice, even potential solutions sometime. So there I was.
Once the nurse heard pink eye, she pushed us to go to the ER with theattitude of authority. Without going through any symptoms. Without explanation.Without empathy.
When empathy is missing in difficult situations such as sickness or accidents, not only the authority attitude doesn’t work but often backfires and causes more issues.
Offering empathy before solution is how we treat each other like human beings.
