Risa Mallory

Risa Mallory is a retired psychotherapist from Canada and a hub Topic leader. After a serious cardiovascular event in 2018 she became a patient advocate, collaborating with organisations across the globe.  In this blog, Risa draws on personal experience, research, and her advocacy knowledge, to explain why compassion is critical to patient safety. When we talk about patient safety, the first things that often come to mind are checklists, protocols, and technologies designed to prevent errors. But there’s another equally powerful, yet often underestimated, element of safety: compassion. In healthcare, compassion isn’t a soft skill or an optional extra. It’s medicine in its own right. Human connection Compassion fosters connection. When clinicians approach care with empathy and genuine concern, patients feel safe to speak up—about their symptoms, their fears, and even when something doesn’t feel right. I know first-hand that open communication is a cornerstone of safety. There were substantial keystroke errors in my medical record that could have adversely affected my treatment, and only I was qualified to rectify them. Fortunately, the nurse was not only receptive of my lived experience knowledge, but welcomed it. Many medical errors are caught not by systems or alarms, but by a patient’s voice—when that voice is welcomed and heard. From a patient’s perspective, the presence or absence of compassion can completely change an experience. A rushed conversation or a dismissive tone can discourage questions, leading to misunderstandings or missed information that could prevent harm. Conversely, when a healthcare professional takes the time to listen, validate, and explain, it builds trust and trust saves lives. During my inpatient cardiologist’s rounds, he consistently had one ‘foot out the door’. After a few days of feeling dismissed and not feeling heard, I invited him to sit down to answer questions I had prepared for him. Initially hesitant, he eventually complied and sat down every visit thereafter. The power of compassion… for patients and staff Research has shown that compassion in healthcare improves patient adherence to treatment, lowers anxiety and pain and reduces readmissions.[1,2] It also increases medical staff’s feelings of competence.[3,4] But its role in safety is just as important: compassion encourages partnership. When care teams and patients see each other as allies, safety becomes a shared responsibility rather than a top-down directive. Compassion also protects healthcare workers. The culture of safety extends to the wellbeing of providers, too. Burnout, moral distress, and fatigue all erode safety. When healthcare systems prioritise compassion—not just toward patients, but within teams—they create environments where people feel valued, supported, and capable of delivering their best care. Compassion, in this sense, is both preventive and restorative medicine. Small gestures can ground us in what truly matters Embedding compassion into patient safety practices doesn’t require grand gestures. It can begin with small, human acts: making eye contact, calling patients by name, pausing to ask if they understand, or acknowledging their emotions before diving into data. These are simple actions that restore dignity, reduce fear, and open the door to safer care. Patients, too, can be advocates for compassionate care. Speaking up, offering feedback, and reminding systems that safety is not only about precision but also about connection helps drive the culture change we need. Compassion invites partnership; partnership builds safety. In a healthcare landscape increasingly defined by technology and efficiency metrics, compassion grounds us in what truly matters—the human relationship at the centre of healing. It bridges the gap between clinical excellence and emotional intelligence. It transforms care from a transaction into a collaboration. And, most importantly, it keeps us safe! References 1. Watts E, Patel H, Kostov A, et al. The Role of Compassionate Care in Medicine: Toward Improving Patients' Quality of Care and Satisfaction. 2023. J Surg Res. 2023 Sep:289:1-7. 2. The Transformative Role of Nursing in Improving Clinical Outcomes and Patient Satisfaction: A Systematic Review. Vascular and Endovascular Review, 2025:8(3s), 101-109. 3. Ahmed Z, Ellahham S, Soomro M, et al. Exploring the impact of compassion and leadership on patient safety and quality in healthcare systems: A narrative review. 2024. BMJ Open Quality, 13, e002651. 4. Tehranineshat B, Rakhshan M, Torabizadeh C et al. Compassionate Care in Healthcare Systems: A Systematic Review Journal of the National Medical Association. Journal of the National Medical Association. 2019:Volume 111, Issue 5, Pages 546-554. More blogs by Risa The power of being heard in healthcare When lived experience is embedded at every stage of research Women’s heart health - a patient safety priority Why the patient voice matters when things go wrong

Risa Mallory is a retired psychotherapist from Canada. After a serious cardiovascular event in 2018 she became a patient advocate, collaborating with organisations across the globe.  In this blog, Risa describes why patient involvement is critical when things go wrong in healthcare. When something goes wrong in healthcare, it doesn’t just show up as a note in a chart or an item on a safety report. It becomes part of your life. It stays with you. I know this because I’ve lived it — the fear, the confusion, the “what ifs,” and the feeling that the system moved on long before I did. That’s exactly why the patient voice matters so much when care breaks down. We’re the ones who feel the impact the deepest and see the full picture in ways no one else can. Patients notice things others might miss: a symptom that doesn’t fit, a rushed conversation, a moment where something feels “off,” or a handover where important details don’t quite make it through. When things go wrong, those little moments often turn out to be the clues to what really happened. Our lived experience isn’t just a story, it’s information that can help prevent the same mistake from happening to someone else. Being heard after something goes wrong also helps rebuild trust. When you’re harmed or let down, you don’t want canned explanations or polished apologies. You want honesty. You want someone to sit with you, listen, and genuinely care about how the experience affected you. Involving patients in the review process — not just as a formality, but as real partners — shows that the system is willing to learn, not hide. It helps turn a painful event into something meaningful, something that can actually lead to change. And that’s another reason our voices matter: we bring urgency and humanity. Data can point out patterns, but stories make people pay attention. When a patient says, “This almost cost me my life” or “This made me afraid to seek care again”, it cuts through the noise. It reminds everyone why safety work exists in the first place. It puts real faces and real consequences behind policies, checklists, and meetings. Patients also help identify problems that don’t show up in numbers — feeling dismissed, not being believed, cultural barriers, confusing instructions, or the stress of trying to navigate care when you’re scared and unwell. These are things that only come to light when someone shares what it was actually like to be on the receiving end. But maybe the most important reason our voices matter is this: harm is personal. It affects our families, our confidence, and our future. When healthcare organisations truly listen and act, it honours that experience. It shows that what happened to us matters and that they’re committed to making things safer for the next person. Share your insights Have you had an experience as a patient, family member or healthcare professional that highlights the importance of the patient voice? Comment below (sign up for free first), or get in touch with the team to share your story at [email protected]. More blogs by Risa The power of being heard in healthcare When lived experience is embedded at every stage of research Women’s heart health - a patient safety priority

Risa Mallory is a retired psychotherapist from Canada. After a serious cardiovascular event in 2018 she became a patient advocate, collaborating with organisations across the globe.  In this blog, Risa explains why it is so important for research to include lived-experience partners at every stage. When I first stepped into the world of research as a patient partner, I wasn’t sure how my story and experiences would fit into the highly structured world of protocols, data, and analysis. But over time, I’ve seen that when lived experience is woven into research from the very beginning, the work changes in profound ways. It’s no longer just about numbers on a chart or outcomes in a journal article. It becomes more about people. People like me and maybe people like you. People whose lives and health are directly shaped by what researchers discover. Engaging patients as partners in research (rather than merely as study participants) needs to become a cornerstone of more meaningful, ethical, and impactful science. When patients contribute their lived experiences, values, and priorities at every stage of the research process, good things happen. Studies become more relevant, inclusive, and useful to those they are ultimately meant to serve. Understanding what matters most One of the most significant benefits of patient engagement is that it improves the relevance and quality of research. Patients bring insights from real-life experience that help ensure research questions, methods, and outcomes reflect what truly matters to them. Instead of focusing solely on traditional clinical metrics, studies are more likely to include patient-centred outcomes such as quality of life, emotional wellbeing, and functional recovery. This alignment between research priorities and patient needs leads to findings that are more likely to be adopted in clinical practice and make a tangible difference in people’s lives. Enhancing study design Patient partners also help enhance study design and feasibility. Their perspective often reveals barriers that researchers might overlook—such as the burden of long appointments, inaccessible study sites, or overly complex consent forms. By addressing these issues early, research becomes more inclusive, equitable, and efficient. Recruitment and retention often improve, and study materials become easier to navigate. This results in stronger, more reliable data and greater participation across diverse populations. Building trust Another critical advantage is the trust and transparency that emerge through genuine partnership. Historically, research has sometimes been conducted on patients rather than with them, leading to mistrust and disengagement. When patients are involved as equals, helping shape decisions, review protocols, and co-author results, it signals respect and accountability. This transparency strengthens public confidence and ensures that research aligns with ethical standards and social values. Increasing real-world impact Patient engagement also accelerates translation and real-world impact. Patients help researchers understand how findings can be applied in daily life, making results more actionable and accessible. They often guide how outcomes are communicated, ensuring that language is clear and inclusive. In doing so, they bridge the gap between research, clinical care, and community understanding - turning discoveries into meaningful change. Empowering patients Beyond these practical benefits, patient engagement is empowering. Being treated as a valued partner rather than a passive ‘subject’ can validate lived experience as a form of expertise. Many patient partners describe a renewed sense of purpose and contribution, as their voices influence future care and research for others facing similar conditions. This empowerment also fosters advocacy and leadership within patient communities. Encouraging innovation Finally, engaging patients encourages innovation and collaboration. When diverse perspectives come together (scientists, clinicians, and patients), new questions are asked, and creative solutions emerge. Co-designing studies promotes flexibility, responsiveness, and continuous learning within research teams. In summary, patient engagement transforms research from a top-down process into a shared journey of discovery. It improves quality, builds trust, fosters inclusivity, and ensures that science serves its most important purpose - improving lives. Share your experience Have you been involved in a research project that embedded lived experience throughout? How did that involvement help shape things? What do you think the risk would have been of not including lived experience? Comment below (sign up to the hub first for free) to share your thoughts. Or you can get in touch with our team at [email protected] More blogs by Risa The power of being heard in healthcare Why the patient voice matters when things go wrong Women’s heart health - a patient safety priority

Risa Mallory is a retired psychotherapist from Canada. After a serious cardiovascular event in 2018 she became a patient advocate, collaborating with organisations across the globe.  In this blog Risa talks about her experience and the patient safety issues she's observed as a woman with a heart condition.  When I think about patient safety, I don’t just think about hospital infections or medication errors. For me, patient safety means something much more personal: whether my heart symptoms are taken seriously, and whether my care reflects the realities of being a woman. The female experience Many women never think heart disease will touch our lives, until we get our diagnosis. Often we are active, busy, and not the “typical” patient you see in brochures. When the first symptoms come — such as exhaustion, a strange pressure, waves of nausea — we tell ourselves it is stress. When we finally seek help, we are surprised by how quickly our concerns are being dismissed. We get told it might be anxiety. Maybe indigestion. Maybe just overworking. Deep down, we know something is wrong, but it feels like we have to convince others of that truth. Those delays and doubts put our safety at risk. They could cost women their lives. The safety gaps lived by many Speaking to my peers in support groups and my community, I see clearly where the system has failed far too many women: Symptoms overlooked. Women’s warning signs don’t fit the “classic” heart attack picture taught in medical school, so they are easy to dismiss. Bias in care. Women feel minimised, as if their voices do not carry the same weight as male voices. One-size-fits-all protocols. Much of women’s cardiac care is based on research done with men, which leaves us feeling that our needs are not considered. Recovery without support. Afterward, we face not only physical healing but also fear of recurrence, emotional trauma, and questions about how to rebuild our identity. These aspects are barely acknowledged. These aren’t just “gaps.” They are patient safety risks that make an already terrifying experience even more dangerous. What we need and deserve What could make us feel safer? To have our symptoms taken seriously the first time. To know that healthcare professional trainees are being taught about women-specific signs, symptoms and risks for chronic diseases. To be seen and heard as a whole person, not dismissed as “just anxious.” To have care and rehabilitation designed with women in mind — not borrowed from male-focused studies. To have space for emotional recovery, not just physical treatment. Why I speak up I’m alive today because I refused to stay silent when something felt wrong. But I know not every woman is believed, and not every woman gets the chance to push back. That’s why I share my story: because women’s heart health isn’t just a medical issue. It’s a patient safety issue. Every time a woman is sent home undiagnosed, every time her symptoms are minimised, every time research excludes her reality — safety is compromised. My call to action To the healthcare providers, research scientists and policy makers: listen when women speak. Recognise that our symptoms may look different, but they are no less urgent. Build research that not only includes women but recognises our uniqueness and design protocols that reflect our bodies and our lives, not just men’s. To women reading this: trust your instincts. You know your body better than anyone else. Speak up, and don’t be afraid to use your voice until you’re heard. For me, patient safety isn’t abstract. It’s personal. It’s survival. Protecting women’s hearts is protecting women’s lives — and that makes it one of the most important patient safety priorities of all. Share your insights Do you work with cardiac patients or have lived-experience of a cardiac condition? What makes a difference to patient safety in cardiac care and why? Share your thoughts by commenting below (sign up for free first) or contact our editorial team at [email protected]. More blogs by Risa The power of being heard in healthcare Why the patient voice matters when things go wrong When lived experience is embedded at every stage of research

Risa Mallory is a retired psychotherapist from Canada. After a serious cardiovascular event in 2018 she became a patient advocate, collaborating with organisations across the globe.  In this blog, Risa talks about the importance of listening in healthcare, and how patient voices play a critical role in ensuring safety, quality and fairness. When I first became a patient with a chronic condition, I never imagined how much of my journey would be shaped by whether or not I felt truly heard. I assumed the hardest part would be the illness itself. Instead, I quickly learned that navigating a healthcare system that doesn’t always listen could be just as challenging—and sometimes even more painful—than the medical condition I was facing. A moment can change everything I remember when I first learned that women’s cardiac symptoms were often questioned or dismissed. While recovering as an inpatient from a massive heart attack caused by a triple spontaneous coronary artery dissection, I read the 2018 report entitled Ms. Understood. A paper published by Heart and Stroke Canada identifies that women are also under-aware, under-researched, mis-diagnosed and under supported when it comes to cardiac health and care. I realised then that the physical event was only part of our story. The emotional impact of not being believed, not being diagnosed and not being offered rehabilitation can leave a lasting mark. This experience is not unique. Many patients—especially women and those with conditions that don’t fit a standard textbook description—have similar stories. Why patient voices matter After my diagnosis, I found comfort and validation in patient communities. I realised that talking to others who had been through the same thing helped me understand that my story wasn’t an isolated case—it was part of a larger pattern. And that realisation led me to the most rewarding healthcare advocacy ‘career’ I could have imagined. Patient stories aren’t just personal accounts; they’re essential insights. They reveal blind spots in care, highlight safety risks and show where systems need to change. A medical chart can list symptoms, but it can’t capture the fear, the frustration, or the daily challenges of living with an illness. That’s why listening to patients isn’t just a courtesy—it’s a vital part of delivering safe, effective, compassionate care. The barriers patients face Despite this, there are still many barriers to being heard: Power imbalances in the examination room, where patients feel they have little authority. Bias and assumptions that lead to certain groups being taken less seriously. Token involvement in research or policy, where patients are invited but their voices don’t carry real influence. For patients already coping with illness, these barriers add another layer of burden. Feeling overlooked or dismissed compounds the stress of navigating a health crisis or chronic condition. A shared responsibility What I’ve learned is that creating a culture of listening requires effort from everyone—patients, clinicians, researchers and policymakers alike. For patients, speaking up can feel intimidating, but it’s important. Become an engaged patient. In the clinical setting, turning vulnerability into empowerment means coming prepared with research findings, writing down questions and asking for clarifications. Parlaying your lived experience into collaboration with healthcare institutions and organisations provides a bridge for what’s important to patients, families and healthcare systems. Each time a patient speaks, it helps shift the culture toward one that values lived experience. For healthcare providers, listening should be recognised as a core part of care, not an optional extra. Taking time to hear a patient’s full story, without judgment or interruption, can change outcomes. It can also build the trust that makes treatments more effective. A win/win! For researchers and policymakers, patient engagement should go beyond consultation. Patients need to be at the table from the start, shaping priorities and outcomes. This isn’t just about representation; it’s about creating systems that work in the real world. What change could look like Imagine a healthcare system where every patient felt their concerns were taken seriously. Where research questions reflected not only what scientists found interesting and publishable, but what patients found most urgent. Where policies were designed with direct input from the people they affect. This isn’t an impossible vision. In small ways, I’ve already seen it happening—clinicians who ask open-ended questions, research teams that partner with patients from day one, programmes shaped by community voices. These examples give me hope that listening can become the rule, not the exception. Why I continue to speak I started writing, speaking and sharing my experiential expertise simply because I didn’t want others to feel misunderstood or ignored. I believe that each patient voice adds something valuable. When combined, our voices create momentum for change. And that change is not just about comfort or reassurance—it’s about safety, quality and fairness in care. I continue to advocate because I know that listening saves lives. My hope is that every patient, regardless of age, gender or diagnosis, feels that their voice matters. Because being heard is more than validation—it’s the foundation of better healthcare for all of us. More blogs by Risa Why the patient voice matters when things go wrong When lived experience is embedded at every stage of research Women’s heart health - a patient safety priority