Compassion doesn’t happen by chance. Begin by reviewing what you already do. Start small with a simple internal review:
Audit policies and processes
Do you recognise the needs of terminally ill people and their carers? Your own staff as well as your customers? Do you use unambiguous human language that addresses dying and death?
Review staff training
Are your people confident and supported when sensitive situations arise?
Check your customer journeys
Do your digital systems allow for a human response where compassion is required, or do they default to rigid, automated processes?
Ask the hard question: Is your system built for efficiency, or for humanity?
Suggested topics for internal staff training
Compassionate leadership: helping managers and leaders know how to respond, what supports are needed over time.
Empathetic communication skills: listening well, using appropriate language, non-verbal cues, managing emotional responses.
Cultural sensitivity and respect: acknowledging different beliefs and values about death, dying, grief; tikanga Māori
Practical support systems: knowing what to offer: flexible work, counselling, leave, whanau involvement.
Grief, anticipatory grief and after-death support: how to respond before the death, during caregiving, and after.
Self‐care for staff and support people: helping staff cope with emotional burden.