Mastering Statements of Empathy in Text Communications for Allied Health Professionals

Mastering Statements of Empathy in Text Communications for Allied Health Professionals 

In allied health, showing empathy is essential for building trust, understanding, and lasting relationships with clients and patients. Additionally, stronger relationships are fostered between providers and patients, leading to higher patient satisfaction. Research has even shown that empathetic communication in healthcare enhances adherence to treatment plans and reduces the likelihood of malpractice claims. 

Empathy is just as important when interacting with families and caregivers. Acknowledging and addressing their concerns with compassion can help alleviate their stress and emotional burden, creating a more supportive and understanding environment. 

However, conveying empathy through text—whether in emails, text messages, or patient portals—presents a unique challenge. Words become more significant, tone needs careful attention, and the nuances of face-to-face communication are absent. 

This blog explores statements of empathy, how allied health professionals can effectively communicate empathy via text (HIPAA Compliant text, of course, like Azelo). 

Why Empathy Matters in Allied Health 

You probably already know this, but empathy is the cornerstone of effective healthcare, particularly for allied health professionals who work closely with patients to manage long-term conditions, provide rehabilitation, or improve daily functioning. These healthcare providers—including physical therapists, speech therapists, occupational therapists, and dietitians—often develop close relationships with their patients, and displaying empathy is integral to building trust and ensuring compliance with treatment plans. 

While research has shown that patients who feel understood by their healthcare providers are more likely to adhere to medical advice, experience less anxiety, and report greater overall satisfaction, many of us already know this intuitively. When patients feel heard and valued, it leads to better outcomes. Empathy becomes the bridge that connects clinical expertise with emotional intelligence, resulting in more holistic and patient-centered care. 

In-person, empathy is often communicated through body language, facial expressions, and tone of voice. However, in text-based communication, the lack of these non-verbal cues makes it even more critical to choose your words carefully. Misinterpretations can easily arise, especially when patients are already feeling vulnerable or anxious.

Therefore, mastering statements of empathy in text-based communication is essential for allied health professionals. These carefully crafted messages can help maintain patient trust, demonstrate compassion, and ensure that patients feel supported—even when face-to-face interactions aren't possible. 

Here is Azelo’s guide to helping you navigate how to convey what you mean in a text. 

What Are Statements of Empathy? 

Statements of empathy are phrases or sentences designed to convey understanding, compassion, and care. They acknowledge a person’s feelings, concerns, or experiences and offer reassurance. In healthcare, these statements are vital for validating a patient’s emotions, easing concerns, and demonstrating that you are fully present in their care journey. 

In text communications, statements of empathy take on an even more crucial role. Without facial expressions or body language to rely on, your words must carry the emotional weight that reassures the patient they are understood and supported. Statements of empathy help you make that connection, ensuring the patient feels valued even in a brief message. 

Why Text-Based Empathy Is So Important for Allied Health Professionals 

With the rise of digital healthcare, many communications between allied health professionals and patients now occur via email, text messages, or patient portals. While convenient, this method of communication can feel impersonal if not done with care. The emotional tone that’s easily conveyed in person must be intentionally built into written communication. 

1. Maintaining the Patient-Provider Relationship 

In many cases, patients interact with their allied health professionals over extended periods—sometimes for months or even years. Text messages and emails may become the primary form of communication between sessions, especially for managing follow-up care, scheduling, or addressing concerns. Patients who feel supported through written communication are more likely to maintain engagement with their treatment.

2. Preventing Misunderstandings 

Without the ability to hear tone of voice or see facial expressions, patients may misinterpret messages as cold, detached, or dismissive. For instance, a simple message like, "Let's reschedule your appointment," could seem abrupt or indifferent without an empathetic tone. Adding a statement of empathy—such as, "I understand that life gets busy, and we’ll find a time that works best for you"—helps prevent any negative perceptions. 

3. Building Trust in Digital Communication 

Many patients, especially older adults or those managing chronic conditions, may feel anxious about virtual communication. Empathy in text helps build trust in these exchanges. When you take the time to acknowledge a patient's feelings or concerns in writing, you create a sense of 

safety and trust, reassuring them that their healthcare is still personalized and attentive, even in a digital format. 

How to Craft Effective Statements of Empathy 

Crafting statements of empathy for text-based communication requires thoughtfulness and intention. Here are some tips to help you effectively communicate empathy through text: 

1. Acknowledge the Patient's Emotions 

Start by recognizing the patient’s feelings or concerns. This simple acknowledgment shows that you’ve heard them and care about their emotional state. For example, if a patient expresses frustration about slow progress in therapy, you could respond with, "I hear that you’re feeling frustrated, and that’s completely understandable, here’s what we can do about it." 

2. Provide Validation 

Validation helps the patient feel that their emotions are legitimate and accepted. This can reduce feelings of isolation or self-blame. An example of a validating statement might be, "It’s natural to feel overwhelmed when progress seems slow—you're not alone in feeling this way."

3. Offer Reassurance 

Patients often need reassurance that they are on the right path or that they have support. Statements like, "We’re making progress, and I’m here with you every step of the way," can help ease anxieties and encourage them to keep moving forward. 

4. Use Simple and Clear Language 

In text communications, clarity is key. Avoid medical jargon or overly complex language that may confuse or frustrate the patient. Instead, focus on being concise, clear, and compassionate. For example, instead of saying, "Your motor skills will improve incrementally with consistent practice and adherence to the therapeutic regimen," try, "With steady practice, you’ll see improvements in your movement over time." 

5. Personalize Your Message 

Avoid using templates or generic phrases as much as possible. Personalizing your message makes the patient feel seen as an individual, rather than just another case. Use their name, reference specific details from their previous communications, or mention progress they’ve made. For example, "Sarah, I can see how much effort you’ve been putting into your exercises, and it’s paying off." 

6. Balance Empathy with Action 

While showing empathy is crucial, it’s also important to balance this with actionable advice. Empathetic statements are most effective when paired with helpful guidance. For instance, after acknowledging a patient’s frustration, you might add, "Let’s adjust your therapy plan to see if we can make it more manageable for you. How does that sound?" 

7. Close with Encouragement 

End your message with a positive and supportive tone. This leaves the patient feeling uplifted and motivated. A simple, "Keep up the great work—you’re doing amazing!" can go a long way in encouraging a patient to stay committed to their care plan.

Examples of Empathy Statements in Text Communication 

Here are some examples of empathy statements that allied health professionals can use in text-based communications: 

- Acknowledgment: "I understand that you’re feeling anxious about your progress, and that’s completely normal." 

- Validation: "It’s okay to feel uncertain during this process. Many patients go through similar experiences, and you’re doing your best." 

- Reassurance: "You’re making great strides, even if it doesn’t always feel that way. I’m here to support you, and we’ll keep working together." 

- Encouragement: "I know this journey can be tough, but you’re doing fantastic. Let’s keep moving forward one step at a time." 

- Personalization: "John, your dedication to your exercises is impressive. I know it’s been hard, but you’re really making progress." 

When to Use Statements of Empathy in Text Communications 

Empathy can be infused into many different types of text communication. Here are some key situations where empathy is particularly important: 

1. When Delivering Difficult News 

If you need to inform a patient that their progress isn’t as expected or that there’s been a setback, begin with empathy. For instance, "I know this isn’t the news you were hoping for, and it’s perfectly natural to feel disappointed. We’ll work together to adjust your treatment plan and keep moving forward." This can be especially difficult when you are seeing kids and delivering difficult information to their parents, who can take the news harder than if it were about them.

2. When Responding to Patient Concerns 

When patients voice concerns—whether it’s about their treatment, scheduling, or other issues—responding with empathy can help defuse anxiety or frustration. For example, "I hear your concerns about the appointment scheduling challenges, and I’m committed to finding a time that works better for you." 

3. After Missed Appointments or Non-Compliance 

If a patient misses an appointment or struggles to adhere to their treatment plan, avoid making them feel guilty. Instead, use empathy to encourage them to re-engage. For example, "I understand that life gets busy, and it can be hard to stick to the plan. Let’s find a way to make it more manageable together." 

4. During Progress Updates 

When providing feedback on progress, whether good or bad, empathy can help patients process the information in a constructive way. For example, "I can see that you’ve been working hard, and while the progress might seem slow, it’s there. Let’s celebrate the small wins along the way." 

General things to keep in mind 

Patients often reach out with questions about their health, and text messaging offers a convenient, asynchronous way to provide them with answers. These interactions can be opportunities to show empathy and build trust through your words. These responses show you hear the patient's concerns, care about their well-being, and take their issues seriously. Simple statements like these validate their feelings and reinforce the patient-provider relationship, leading to greater trust and satisfaction. 

To make sure your patients feel heard and acknowledged, no matter what the topic of conversation is, you can add in statements such as: 

“I’m happy to listen any time.” 

“What do you need right now?” 

“I’m here for you.” 

“Great question! I’m really glad you reached out.”

“I understand how that can be worrisome. Let’s check that on your next visit.” 

These statements help show compassion without diminishing how your patients feel. 

Show interest in how your patient is doing. You don’t need to wait for your patients to reach out with a concern or problem before finding out how they are feeling about their or their child’s progress. While you have a professional relationship with your clients, you can affect their health outcomes by showing genuine interest in other areas of their lives, likely affected by the concerns you’re addressing. 

Questions like, 

“How are you feeling about everything?” and 

“How did the ______ (event you discussed during treatment) go?” 

show that you are interested in your patients’ overall well-being and that you are actively listening when they are talking to you about their lives. 

Show gratitude when your patients do open up to you with potentially difficult emotions or thoughts. Some examples of phrases to convey this are: 

“I’m so glad you told me that.” 

“Thank you for sharing with me.” 

“Thank you for opening up to me, let’s resolve this together.”

Use Open-Ended Questions 

When building empathy with patients over text, open-ended questions are your best bet. While closed-ended questions—those that only require a simple ‘Yes’ or ‘No’—have their place, such as when you’re checking if a patient did their assigned treatment at home, there are many situations where open-ended questions can be more effective. 

For example, if you're trying to assess if there is follow-through with home exercises, asking, “Do you understand the exercises?" (a closed-ended question) wouldn’t give you much information. Instead, asking them to describe what’s stopping them from following through (an open-ended question) helps you gather more detailed information that can guide your recommendations. 

By using open-ended questions whenever possible, and reserving closed-ended ones for specific situations, you’re more likely to get valuable insights from your patients. Open-ended questions are especially important in asynchronous messaging, where there may be delays between sending and receiving messages. They help you gather a fuller picture in one exchange, making communication more efficient and effective. 

Using Statements of Empathy Throughout the Patient Experience 

In healthcare, fostering strong patient relationships often comes down to effective communication, and this is true throughout the patient experience. Statements of empathy can come from your whole team to help patients feel supported and understood, no matter who they’re communicating with from your office. 

Pre-Visit: Adding Empathy to Appointment Reminders 

When reaching out to remind patients of upcoming appointments, adding a touch of empathy can make all the difference. It shows that you and your team are not only keeping track of their care but are also flexible and considerate of their needs. Here's how to include empathy in a simple reminder message:

“Hi [patient name]! This is [practice name] reminding you of your appointment on [date] at [time]. We completely understand that life happens, so if you’re unable to make it, just let us know. We’d be happy to find a time that works better for you.” 

This small, empathetic statement lets patients know that their schedule and well-being matter to you. It signals that you're on their side, ready to accommodate them as best you can. 

Post-Visit: Maintaining Connection with Empathy 

Following an appointment, sending a quick follow-up message with a statement of empathy reinforces that your care doesn’t end when the visit does. This reminds patients that your line of communication is always open for them. For example: 

- “Hi [patient name]! Just a reminder that you’re welcome to message this number with any questions or concerns following your recent appointment.” 

- “Thank you for taking the time for your appointment. If anything comes up that you’d like us to be aware of, don’t hesitate to reach out.” 

Reminding patients that they can easily contact you helps them feel supported even after leaving the office. It can ease any concerns they might have, showing that you’re always available and ready to listen. This level of empathetic follow-up strengthens long-term patient relationships and encourages loyalty to your practice.

Using Empathy in Different Roles 

Front Desk, Administrators, and Patient Access Representatives 

Those in administrative roles are often the first point of contact for patients, making it crucial to use statements of empathy in text communications. Even though they’re not the provider, their words set the tone for the patient's experience. For instance, when confirming appointments or answering basic questions, including empathetic phrases can reassure patients that they’re in 

good hands. 

Providers 

Providers often have years of practice in showing empathy in person through body language, eye contact, and tone of voice. Using statements of empathy to mirror the care you would show in person is a giant step in the right direction. For example, consider how you might soften a medical recommendation with, “I know this can feel overwhelming, but I’m here to support you every step of the way.” Or weave in one of the other recommended phrases you find here to personalize your message. 

Billing Specialists 

Discussing finances can be a sensitive topic, but even in these situations, empathy goes a long way. Since you can’t rely on facial expressions or body language to gauge how a patient feels, statements of empathy are key to ensuring that patients feel understood and supported. For example, “I understand that dealing with bills can be stressful. Let’s talk through your options together.” This helps ease discomfort while maintaining clear communication about financial expectations.

How Empathy Builds Long-Term Relationships 

Effectively communicating empathy over text can feel challenging, but it’s a powerful way to build trust with your patients. Whether you’re providing medical information, handling administrative tasks, or discussing billing, the use of empathetic statements helps patients feel heard and supported, even in difficult conversations. 

By integrating empathy into every aspect of your communication, you strengthen your relationships with patients, fostering trust, satisfaction, and long-term loyalty. Whether it’s a small check-in or a more complex exchange, your words have the power to reassure, validate, and comfort—ultimately enhancing the care you provide and ensuring that your patients feel valued every step of the way. 

Conclusion 

In the digital age, effective communication for allied health professionals extends beyond in-person interactions. Empathy through text is a powerful tool that can help bridge the emotional gap created by digital communication. By using carefully crafted statements of empathy, you can build stronger relationships with your patients, improve their overall experience, and encourage them to stay engaged with their care. 

Mastering the art of empathy in text communications ensures that even in a world of screens and keyboards, your patients continue to feel supported, understood, and cared for. 

If you’re a clinician or small allied health business owner, get on our waitlist to try Azeloand start putting your empathy skills to use with our HIPAA compliant texting!