When it comes to patient care, clinical expertise is vital—but it’s only part of the story. What about emotional intelligence (EQ)? At Lucens, we believe that strong communication and EQ are just as essential. They’re the foundation of trust, patient satisfaction, and even career growth.
This week, we asked Lauren Grawert, MD a seasoned physician and leader, to share her perspective on how EQ impacts both patient care and professional success.
Question:
I keep hearing people talk about emotional intelligence, but what does it really mean for doctors? How does it actually affect how patients feel about their care—and our success as physicians?
– S.K., Illinois
Lauren:
That’s a great question. Emotional intelligence—or EQ—is, in my opinion, one of the most underrated skills for physicians. It’s about connecting with people, understanding their emotions, and responding in a way that builds trust and rapport. And trust me—it can make all the difference in your interactions with patients.
When I worked at Kaiser, we had these patient satisfaction surveys called NPS scores. Doctors were graded on thousands of patient interactions. What stood out was that the doctors with the lowest scores weren’t necessarily less skilled clinically. In fact, some were brilliant in their technical expertise! But they struggled with communication and EQ, and that was reflected in their feedback.
There’s a saying: “Nobody sues a doctor they like.” And it’s true. Most malpractice cases aren’t about clinical errors—they stem from poor interactions. Patients who feel dismissed, unheard, or disrespected are far more likely to file complaints. I’ve reviewed many cases, and the common thread is almost always a breakdown in communication.
But EQ isn’t just about avoiding complaints. It’s about creating a positive experience for your patients. Can you explain a treatment plan in a way that they understand? Do they feel heard and valued during their visit? These are the moments that make patients trust you, follow your advice, and ultimately feel satisfied with their care.
For me, I learned a lot about EQ early in life. Growing up, I rode the bus every day in rural South Carolina, surrounded by people from all walks of life. It was like a crash course in how to communicate with different personalities and perspectives. That skill—learning to adapt your communication style to the person in front of you—has been invaluable in medicine.
The Bottom Line
Patient satisfaction isn’t just about clinical outcomes—it’s about connection, communication, and trust. Emotional intelligence bridges that gap, helping doctors build stronger relationships with their patients and reduce risks like malpractice. By honing your EQ, you’ll not only improve your patients’ experience but also grow as a physician.
What’s your experience with emotional intelligence in patient care?
Have you faced challenges building patient rapport, or have you seen how EQ makes a difference? Share your story or question with us—we’d love to hear from you.
Want to receive more insights like this? Subscribe to The Dose for weekly inspiration and advice.
