Meeting Archive:
Skill building for an empathetic pediatric culture

Meeting Description:

Building an empathetic culture is important for establishing long-lasting relationships with patients and families and being the healthcare provider of choice.


What are the starting blocks and competencies needed to ensure all staff are consistently communicating with patients, families, and loved ones in a way that is truly meaningful? What cues by the family or patient may indicate that empathy isn’t really happening?


Having an empathetic culture facilitates organizational transparency, enhances communication, and promotes self-actualization where health episodes or conditions become a less intimidating journey for the patient and family. After this webinar you will be equipped with knowledge to assess your present level of an empathetic culture within the organization and armed with skills needed to build an empathetic pediatric culture.  


Learning Objectives:

  • Distinguish between having empathy and empathetic communication

  • Explain how E.M.P.A.T.H.Y. can be used as a checklist to assessing nonverbal behavior

  • Identify three essential empathetic communication skills


Date: Wed, Nov 15, 2017
Time: 12:00 PM EST
Duration: 1 hour
Host(s): Megan Charko and Toya Gorley, NRC Health
 Presenter Information
Megan Charko, Program Manager, Pediatrics-NRC Health
Speaker Photo

Megan Charko serves as the Program Manager for Pediatrics at NRC Health. She joined NRC in September of 2012. As Program Manager, Megan will be focused on listening to the voices of our Pediatric customers, facilitating networking opportunities and building out content and resources. 

Prior to her new role as Program Manager for Pediatrics, Megan was an Account Manager with NRC. In her role as Account Manager, Megan worked with several pediatric and health systems across the country. As an Account Manager she focused on helping clients to understand their data and use it to improve the patient experience.

Megan is a graduate of Nebraska Wesleyan University in Lincoln, NE with a degree in Communication and she earned her Master of Arts in Management from Doane College.

Toya Gorley, Strategic Advisor-NRC Health
Speaker Photo

Toya Gorley serves as a Strategic Advisor at NRC Health where she guides organizations in their improvement journeys with the goal of enhancing the patient experience. With nearly 20 years of experience in the healthcare industry, she has been committed to helping healthcare leaders understand patient experience data and drive performance improvement.


Toya’s career in patient experience began at Cleveland Clinic where she served as Project Manager of Patient Experience and was promoted to Director of Service Excellence. Toya received her Bachelor of Science from Miami University and her MBA from Baldwin-Wallace College.