Empathetic leadership is what gives a healthcare organization the trust of the communities it serves.
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Artificial intelligence will undoubtedly be a game-changer in the healthcare field. My own healthcare organization already uses cutting-edge AI and automation to process millions of tests each year. However, there is one thing that AI can never replace, and that continues to differentiate us in the market: human empathy. In an age where AI can often diagnose diseases faster than even the most knowledgeable doctor, empathetic leadership is what matters. gives confidence to a health organization by the communities it serves.
Lessons from my mother: the power of human empathy
My mother was one of the most caring people I have ever known. She taught me to always greet people with respect, regardless of their wealth or status, and to prioritize people over profits. She believed that if you live an honest life, give to others, and show genuine care, you will reap the rewards.
I have carried my mother’s lessons with me throughout over 45 years of growing my business. His beliefs are all informed by a deep sense of empathy for other humans. As AI becomes more prevalent in healthcare, I believe empathy will be key to distinguishing truly exceptional healthcare organizations from those that simply treat patients efficiently.
A COVID-19 Case Study: Balancing Automation and Empathy
During the COVID-19 pandemic, the Malaysian government contracted my company to provide critical testing services. This decision was made in part because we were ready to invest and able to scale quickly. However, a large part of this is also because we have been trusted, with our proven track record of providing quality care.
To enable large-scale testing, we introduced a digital system for patients to log in and receive a barcode. They either come to one of our testing centers or we can come to them at their factory or workplace. We then implemented a robotic system, which further streamlined our testing process. Each person had submitted their name and contact details online, so they simply arrived, gave their name and had a sample taken. The robotic system would then scan their unique barcode and take the sample for testing.
Despite streamlining the process, we have received complaints from people about the wait times to get results. At that time, there was so much panic. People were genuinely afraid of dying, which made them particularly anxious about the results. I had my staff forward any difficult clients to me, and when their results were ready, I personally called them to communicate the results. This personal touch showed them that I was working very hard with my team to serve them. This empathy was met with empathy in return and their complaints stopped.
Building a people-centered culture through empathetic leadership
In the middle of reports that AI is deteriorating Faced with the “empathy crisis” in the workplace, it is more important than ever to lead with kindness. In healthcare, especially, it is important not to lose sight of the power of real human care. An empathetic healthcare organization starts with empathetic leadership, and in my organization, this manifests itself not only in how we treat our patients, but also in how we treat staff.
I spend a lot of time developing relationships with my team so they know I care about them and truly want to help them. For example, for new graduates who come to work with us from the outskirts of the city, we have a building near the office that offers them free accommodation for the first six months, until they are financially stable. This means they can focus on their work without worrying about living conditions, which can otherwise cause a lot of stress.
Such actions create a culture of empathy within the organization, which is reflected in how staff treat patients outside the organization. Even as we continue to embrace new technologies, this culture of kindness, embodied in my mother’s teachings, will remain unchanged. I believe that this will allow us, more than anything else, to remain competitive and retain loyal customers. While AI makes it easier to replicate efficiency and accuracy, it’s empathy that will stand out.