Becker’s Healthcare Podcast: Episode Summary
Title: Before They Walk: Uncovering the Hidden Drivers of Healthcare Turnover
Host: Lucas Voss
Guest: Dr. Helen Reiss, Founder of Empathetics
Release Date: June 24, 2025
Introduction
In this insightful episode of the Becker’s Healthcare Podcast, host Lucas Voss delves into the pressing issue of employee turnover within the healthcare sector. He is joined by Dr. Helen Reiss, a renowned psychiatrist and the founder of Empathetics. Dr. Reiss brings a wealth of knowledge from her groundbreaking research on empathy and its critical role in fostering human connections in healthcare environments.
Understanding the Root Causes of Turnover
Empathy as a Keystone
Dr. Reiss introduces her work by highlighting empathy as a measurable and teachable skill essential for building strong relationships in healthcare settings. She states:
“Empathy is a measurable, teachable skill that's especially crucial in health care's environments” (00:31).
Her research at Harvard Medical School and Massachusetts General Hospital emphasizes the neurobiological underpinnings of human connection, which directly impacts both staff retention and patient outcomes.
Disconnection Over Dissatisfaction
Contrary to common beliefs that compensation and workload are the primary drivers of turnover, Dr. Reiss reveals that disconnection is the fundamental issue:
“Traditional retention solutions like higher salaries, yoga passes and pizza parties miss the fundamental issue of human disconnection” (02:39).
She underscores that feeling unheard by leadership is a primary reason healthcare professionals choose to leave their organizations, rather than factors like pay or workload.
The Neuroscience of Connection and Performance
Positive Impacts of Feeling Heard
When employees feel genuinely heard and valued, their brains undergo positive neurological changes that enhance performance and retention:
“Human connection literally rewires the brain for better performance and retention” (03:55).
Dr. Reiss explains that being heard reduces stress hormones and improves cognitive functions, enabling better decision-making and collaboration.
Consequences of Feeling Dismissed
Conversely, feeling dismissed triggers a survival mode in the brain, leading to impaired judgment and chronic stress:
“When they feel dismissed, the brain shifts into survival mode… creating the kind of chronic stress that leads to burnout” (04:17).
These early signs often go unnoticed by leaders until turnover becomes inevitable.
Identifying Subtle Signs of Disconnection
Dr. Reiss outlines several subtle indicators that healthcare organizations should monitor to preemptively address turnover:
- Body Language Changes: Reduced eye contact, closed postures, and shorter responses (04:55).
- Declining Participation: Hesitation to join committees or leadership roles that were previously embraced.
- Shift in Communication: Transition from collaborative to transactional language, e.g., “Just tell me what you need” (04:55).
- Withdrawal from Mentoring: Decreased involvement in informal mentoring or teaching roles.
- Reduced Engagement in Initiatives: Lower participation in quality improvement or research projects.
These signs, while subtle, are critical for leaders to recognize and address promptly.
Impact of Disconnection: Beyond Employee Turnover
Financial Implications
High turnover has significant financial repercussions. Dr. Reiss provides a stark example:
“Departing physicians can cost in the range of $1 million in recruitment, onboarding, training, and lost productivity” (07:10).
Similarly, nurse turnover affects financial stability beyond mere replacement costs.
Patient Experience and Safety
Staff instability directly correlates with inconsistent patient experiences and satisfaction scores. This instability not only drives patients to seek care elsewhere but also introduces regulatory and safety risks that further compound financial losses.
Effective Strategies for Building Trust and Retention
Beyond Generic Engagement Tools
Dr. Reiss critiques superficial engagement strategies like pizza parties and wellness programs, emphasizing their limited impact in addressing genuine disconnection:
“Generic engagement surveys and wellness programs treat the symptoms, the symptoms being stress rather than the causes” (09:05).
Comprehensive Leadership Development
One effective strategy is comprehensive leadership development focused on empathy and communication skills. By equipping leaders with these tools, organizations can foster a more connected and supportive workplace environment.
Systematic Connection Building Tools
Implementing tools grounded in the neuroscience of empathy can facilitate genuine connections among staff. These tools help employees resolve conflicts and foster measurable behavioral changes, addressing the root causes of disconnection.
Evidence-Based Retention Systems
Dr. Reiss highlights the success of Empathetics’ workforce retention system:
“When we worked with a Sutter Health site, physician turnover reduced by 83% and that saved one medical group with 500 physicians over $18 million” (11:37).
Such systems not only enhance organizational culture but also deliver tangible financial benefits.
Empathetics’ Unique Approach
Sustainable Behavior and Culture Change
Unlike traditional training, Empathetics’ approach emphasizes sustainable behavior and culture change tailored to the specific needs of each healthcare organization. Their solutions are evidence-based and designed to create measurable improvements in retention.
Diverse Learning Modalities
Recognizing that healthcare workers have diverse learning styles, Empathetics offers multiple entry points and learning modalities, including:
- Peer-to-peer learning
- Self-paced modules
- Hands-on practice available through their new app
This multifaceted approach ensures that all employees can engage with the training in a way that suits them best.
Launching an Empathetics App
To further support connection both at work and socially, Empathetics is launching an app that provides fast-paced, engaging learning experiences. Users can learn to read emotions, understand changes in communication cues, and de-escalate conflicts effectively.
Actionable Steps for CHROs
Practicing Empathic Presence
Dr. Reiss advises CHROs to implement "empathic presence" in their interactions:
“Focus on connection before correction. Start with heart” (13:35).
This involves recognizing neurological markers of disconnection and prioritizing emotional connection over immediate problem-solving.
Building a Connected Workplace
By fostering an environment where employees feel genuinely connected, organizations can prevent issues from escalating into turnover risks. Dr. Reiss emphasizes:
“Retention isn't about convincing people to stay. It's about creating a workplace where they don't want to leave” (17:04).
Conclusion
This episode of Becker’s Healthcare Podcast provides a deep dive into the hidden drivers of turnover in the healthcare sector, emphasizing the critical role of empathy and genuine human connection. Dr. Helen Reiss’s insights and Empathetics’ evidence-based strategies offer actionable solutions for healthcare leaders aiming to enhance retention, improve patient outcomes, and ensure the financial health of their organizations.
Notable Quotes:
- Dr. Helen Reiss (00:31): “Empathy is a measurable, teachable skill that's especially crucial in health care's environments.”
- Dr. Helen Reiss (02:39): “Traditional retention solutions like higher salaries, yoga passes and pizza parties miss the fundamental issue of human disconnection.”
- Dr. Helen Reiss (03:55): “Human connection literally rewires the brain for better performance and retention.”
- Dr. Helen Reiss (09:05): “Generic engagement surveys and wellness programs treat the symptoms, the symptoms being stress rather than the causes.”
- Dr. Helen Reiss (11:37): “When we worked with a Sutter Health site, physician turnover reduced by 83% and that saved one medical group with 500 physicians over $18 million.”
- Dr. Helen Reiss (17:04): “Retention isn't about convincing people to stay. It's about creating a workplace where they don't want to leave.”
For more episodes and insights, visit the Becker's Healthcare Podcast page at beckershospitalreview.com.