Chiesi Hellas

The educational program "Empathy, Empowerment, Conscience" aims to improve pulmonologist-patient communication through empathy. The main pillar of the program is the empowerment of the pulmonologist (management of burnout, work-life balance, communication of unpleasant news to patients, etc.) especially in the post-Covid era that finds pulmonologists, as a front-line specialty, exhausted by the management of the unprecedented health crisis.

The program is an excellent and innovative initiative for the specialty of pulmonologists as it is the first and only program implemented in the post-Covid era that aims exclusively at empowering pulmonologists.

Pneumologists in Greece, private and public sector. Creating exceptional experiences for healthcare professionals and especially for pulmonologists is a priority for Chiesi Hellas, as it is fully in line with the global transformation of the organization towards a more customer-centric culture.

The workshops were held at different times throughout the year. Each workshop lasted one day.

Creating exceptional experiences for healthcare professionals and especially for pulmonologists is a priority for Chiesi Hellas, as it is fully in line with the global transformation of the organization towards a more customer-centric culture.

The educational program "Empathy, Empowerment, Conscience" aims at improving pulmonologist-patient communication through empathy. The main pillar of the program is the empowerment of the pulmonologist (management of burnout, work-life balance, communication of unpleasant news to patients, etc.) especially in the post-Covid era that finds pulmonologists, as a front-line specialty, exhausted by the management of the unprecedented health crisis.

The program is an excellent and innovative initiative for the specialty of pulmonologists as it is the first and only program implemented in the post-Covid era that aims exclusively at empowering pulmonologists.

The idea of Chiesi Hellas was presented to the Hellenic Thoracic Society (HTS), which happily accepted to include it in its educational activities and appointed a special scientific team from the HTS Board of Directors to coordinate the activities.

For the design, a one-day "co-creation" workshop was held with the participation of representatives from the Board of Directors of the company, the specialized trainer in emotional intelligence Mr. Calbari (Self Balance company) and of course the presence of Chiesi Hellas. In this we agreed to carry out initially 2 experiential workshops in Athens with a maximum number of 20 people per seminar and of course the content and the creation of a strong communication plan, both to the members of the HTS and to the public.

For the communication of the program, a special logo, communication material and awareness video were created where the members of the Board of HTS announced the program and its value for pulmonologists and invited them to express interest through their registration on a special platform designed for this purpose and hosted on the official website of HTS www.hts.org.gr/empathy.

At the same time, a press conference was scheduled to communicate the program to the public and a possible communication plan on the website and social media of the HTS, on the social media of Chiesi Hellas and of course entries in the press after the PC. Similar article: https://www.capital.gr/health/3621582/-ensunaisthisi-endunamosi-epikoinonia-ena-neo-programma-beltiosis-tis-epikoinonias-pneumonologou-asthenous/

In the specially configured website created www.hts.org.gr/empathy more than 190 pulmonologists declared their participation and finally 4 workshops were held throughout Greece (2 Athens, 1 Thessaloniki & 1 Crete) where more than 80 pulmonologists participated (due to geographical distribution it was not possible to cover all the requests in the first phase of implementation).

The satisfaction indicators were excellent with total NPS 75 and CSAT 4.7 From the analysis of the comments received from both the questionnaires and the F2F follow-up calls that followed, the enthusiasm and interest of the participants was confirmed and led the HTS and Chiesi Hellas to extend the program into 2024. We are planning a new co-creation workshop in Q4 2023 and the implementation of two new experiential workshops in 2024.

In the experiential workshops that have already been held, cases of doctor-patient communication were presented and how with empathy we can improve the therapeutic outcome, increase the satisfaction of the patient and the doctor and deal with the burnout syndrome.

Especially for burnout syndrome, special time was devoted to the reasons why it is caused and ways of dealing with it were proposed. The participating physicians also completed special questionnaires to identify their own state regarding exhaustion and chronic stress.

Specific protocols for the announcement of unpleasant news were also presented with the aim of shaping the conditions, the perception and the emotional state of the patient and inviting discussion and providing information.

The program was awarded in an internal competition of the Chiesi Group as one of the top three customer-centric "beyond the pill project" actions worldwide and was presented at the international event "Customer Week" in Parma, where more than 800 colleagues from all over the world participate. It served as a benchmark for implementation in other major subsidiaries of the organization and for this reason the website of the program is now available in English as well. www.hts.org.gr/empathy-en

The above description contains confidential information.

Chiesi Hellas has chosen to work with the following partners:

Board of the Hellenic Thoracic Society (HTS)

The HTS was happy to accept the proposal of Chiesi Hellas, appointed a scientific team responsible for the educational program and contributed decisively to the success of the program with its experience and validity.

The design and implementation of the training program had the creative involvement of colleagues from the departments of Customer Experience, Marketing, Field Force, Administration.

4 workshops were held throughout Greece (2 Athens, 1 Thessaloniki & 1 Crete)

In the specially configured website created www.hts.org.gr/empathy more than 190 pulmonologists declared their participation and finally 4 workshops were held throughout Greece (2 Athens, 1 Thessaloniki & 1 Crete) where more than 80 pulmonologists participated (due to geographical distribution it was not possible to cover all the requests in the first phase of implementation).

he satisfaction indicators were excellent with total NPS 75 and CSAT 4.7 From the analysis of the comments received from both the questionnaires and the F2F follow-up calls that followed, the enthusiasm and interest of the participants was confirmed and led the HTS and Chiesi Hellas to extend the program into 2024. We are planning a new co-creation workshop in Q4 2023 and the implementation of two new experiential workshops in 2024.

The “Empathy, Empowerment, Communication” program was an innovative action that differentiated Chiesi Hellas in the specialty of pulmonologists and confirmed its leading position in the therapeutic category of respiratory preparations, as it was accepted with great enthusiasm (NPS 75, CSAT 4.7). There was also a positive impact internally in the organization as the action is in perfect harmony with the values of the organization to focus on the patient and the health professional, resulting in the feeling of satisfaction and pride of all colleagues who worked for this purpose. Finally, this action was a benchmark for Chiesi, as it supports the global transformation of the company towards a more customer-centric culture and was awarded in an international internal competition and presented at a company event at the headquarters with more than 800 employees filling all colleagues with pride.