{"id":138559,"date":"2023-12-14T16:36:51","date_gmt":"2023-12-14T21:36:51","guid":{"rendered":"https:\/\/www.ucf.edu\/news\/?p=138559"},"modified":"2026-03-27T15:52:22","modified_gmt":"2026-03-27T19:52:22","slug":"ucf-nursing-graduates-project-sparks-learning-experience-for-health-system","status":"publish","type":"post","link":"https:\/\/www.ucf.edu\/news\/ucf-nursing-graduates-project-sparks-learning-experience-for-health-system\/","title":{"rendered":"UCF Nursing Graduate\u2019s Project Sparks Learning Experience for Health System"},"content":{"rendered":"<p>Is empathy something that\u2019s just nice to have or is it essential to providing quality care? That\u2019s the question <strong>Karenna Thatcher \u201917MSN <\/strong>asked a few years ago at the start of her <a href=\"https:\/\/www.ucf.edu\/doctoral\/\">doctoral program at UCF<\/a>.<\/p>\n<p>The answer, she found out, is that not only is empathy essential to quality care, it also can be learned and improved upon, which was the basis of her quality improvement project for the <a href=\"https:\/\/www.ucf.edu\/degree\/doctor-of-nursing-practice-dnp\/executive\/\">Nurse Executive Doctor of Nursing Practice <\/a>(DNP) program at <a href=\"https:\/\/www.ucf.edu\/college\/nursing\/\">UCF\u2019s College of Nursing<\/a>.<\/p>\n<p>When Thatcher walks across the stage at UCF commencement on Friday, her UCF project will be taking the next step too \u2014 as it\u2019s currently contributing to a potential new systemwide learning experience at AdventHealth.<\/p>\n<h2>A Critical Component<\/h2>\n<p>\u201cThere are no empathy experts,\u201d says Thatcher, who is the director of experience learning for consumer experience at AdventHealth. \u201cWe should all be on a continual journey to be more empathetic to each other.\u201d<\/p>\n<blockquote><p>\u201cWe should all be on a continual journey to be more empathetic to each other.\u201d<\/p><\/blockquote>\n<p>Empathy, according to Merriam-Webster, is \u201cthe action of understanding, being aware of, being sensitive to, and vicariously experiencing the feelings, thoughts and experience of another.\u201d<\/p>\n<p>Research shows that patients who receive empathetic care from their healthcare providers have lower anxiety and distress, are more empowered to take better care of themselves, follow up with their providers more, and can have better outcomes.<\/p>\n<p>Nurses and providers also benefit as studies show burnout goes down when empathy and compassion are an integral part of interactions with patients.<\/p>\n<p>\u201cNurses already excel at being empathetic,\u201d says Thatcher. \u201cSo how can we amplify that to ensure we are providing a consistent and exceptional experience for every person, every time?\u201d<\/p>\n<p>\u201cIt should be an intentional check-in,\u201d she says. \u201cBecause as a nurse, I can have high empathy and compassion behaviors in one room. Then go to another room where maybe the patient has behaviors that are a personal trigger for me, and not show as much empathy and compassion.\u201d<\/p>\n<p>That\u2019s where her project comes in.<\/p>\n<h2>An Empathy Experience<\/h2>\n<p>Thatcher looked at studies on how to teach empathy, how to communicate empathetically with people who are suffering, and how to communicate with fellow team members more empathetically.<\/p>\n<p>Then, leveraging knowledge she gained in her DNP program and <a href=\"https:\/\/nursing.ucf.edu\/news\/floridas-first-health-care-simulation-graduates-begin-work-in-emerging-field\/\">previously in UCF\u2019s healthcare simulation program<\/a>, she developed a pilot program for a unit in one of AdventHealth\u2019s Central Florida hospitals \u00a0to give team members the tools and tactics to enhance empathy in their interactions.<\/p>\n<p>The blended learning program included web-based training on empathy essentials and an in-person simulation using patient actors.<\/p>\n<p>Feedback from staff was positive and provided insights on how the team members preferred to learn. \u201cThey wanted the learning to come to them in easy to access and immersive ways,\u201d she says.<\/p>\n<p>The empathy learning also contributed to positive feedback from patients about how nurses communicated with them. \u201cIt showed that we were on the right track with the program,\u201d says Thatcher. \u201cEmpathy is very often first shown by the words that we say to others.\u201d<\/p>\n<blockquote><p>\u00a0\u201cWe work as a network of caregivers, and we need also to show empathy to one another so we can be our best selves for those we serve.\u201d<\/p><\/blockquote>\n<p>Thatcher is working with AdventHealth\u2019s consumer experience team to redesign the program into a potential microlearning series using the same empathy framework.<\/p>\n<p>\u201cExperience\u201d is the key word according to Thatcher. \u201cIt\u2019s about investing in our team members and providing them with a worthwhile experience while learning, so they can turn around and create special moments and experiences for our patients.\u201d<\/p>\n<p>\u201cWe work as a network of caregivers, and we need also to show empathy to one another so we can be our best selves for those we serve.\u201d<\/p>\n<h2>A Patient Perspective<\/h2>\n<p>Thatcher brings a unique perspective to her role at AdventHealth and to the design of the program. She was a bedside nurse before moving into consumer and <a href=\"https:\/\/www.ucf.edu\/health-and-human-performance\/a-hospitality-inspired-approach-to-understanding-patient-experience\/\">patient experience<\/a>. She also was a patient.<\/p>\n<p>At 20 years old, the Orlando native\u2019s lung spontaneously collapsed. \u201cI was forced to learn about a new scary world: healthcare,\u201d she says of the experience. After that 30-day hospitalization, she changed her major to nursing.<\/p>\n<p>In the new empathy learning experience, Thatcher pulls from her own health story.<\/p>\n<blockquote><p>\u201cI know exactly what it feels like to feel helpless, to not be certain of the future, and to really need somebody to listen.\u201d<\/p><\/blockquote>\n<p>\u201cI know exactly what it feels like to feel helpless, to not be certain of the future, and to really need somebody to listen and allows you to share that \u2018this is scary,\u2019 and not feel like they necessarily have to fix the emotions I\u2019m feeling, just be present with me in them,\u201d she says.<\/p>\n<p>Thatcher says empathy itself can be the fix.<\/p>\n<p>\u201cSometimes it\u2019s as simple as just not saying the wrong thing, and listening to what somebody else is expressing and validating those emotions that can be healing,\u201d she says.<\/p>\n<p>Consumer experience is a passion for Thatcher, who also loved patient care at the bedside \u2014 and still uses her clinical skills annually as a medical clinic leader for mission trips to Honduras.<\/p>\n<p>With her doctoral degree, Thatcher hopes to develop more interactive learning for AdventHealth\u2019s 93,000 team members. \u201cI truly believe this work is making a difference for our communities.\u201d<\/p>\n<p>\u201cThe DNP program helped me to think larger about healthcare strategy, how teams can work optimally together, to think differently in how people want to learn \u2014 looking at training not just as a singular event, but something that needs momentum,\u201d she says.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As a patient and nurse, <strong>Karenna Thatcher \u201917MSN<\/strong>\u00a0knows firsthand the power of empathy in healthcare and is using that insight to help enhance the patient experience at one of the nation\u2019s largest healthcare systems.<\/p>\n","protected":false},"author":57,"featured_media":138560,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"lazy_load_responsive_images_disabled":false,"footnotes":"","_links_to":"","_links_to_target":"","_wp_rev_ctl_limit":""},"categories":[15992,5,12,27],"tags":[4869,1004,202],"tu_author":[],"class_list":["post-138559","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-alumni","category-colleges","category-health","category-student-life","tag-college-of-nursing","tag-commencement","tag-alumni"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.3 (Yoast SEO v27.3) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>UCF Nursing Graduate\u2019s Project Sparks Learning Experience for Health System | University of Central Florida News<\/title>\n<meta name=\"description\" content=\"As a patient and nurse, 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