Accelerating Compassion: Enhancing Palliative Care Competency Through Emotional Intelligence Education

Authors: 
Carly McPhee, RN, MSc, CHPCN© – Advanced Practice Leader, Palliative Care, SE Health 
Rosalyn Straw, RN, BScN – Clinical Practice Coach, SE Health 
Kathy Alarcon, RN, BScN – Advanced Practice Leader, SE Health 
Sarah Main, PhD – Consultant, Canadian Home Care Association 

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Delivering high-quality palliative care requires more than clinical skill—it demands presence, empathy, and the ability to support families through some of life’s most difficult conversations. Across SE Health’s palliative care teams, nurses show extraordinary commitment to this work every day. Yet many enter the specialty early in their careers, navigating emotionally intense situations while still building foundational communication and end-of-life care skills. 

Recognizing this need, SE Health partnered with the Canadian Home Care Association (CHCA) through the SPRINT Accelerator Collaborative to design an intervention rooted in emotional intelligence (EI). The goal was clear: empower nurses with the emotional and relational capabilities needed to confidently support clients and families during end-of-life journeys. 

This article shares the story behind that project—how it unfolded, what we learned, and why the results matter for the future of palliative care delivery across Canada. 

Understanding the Need

The baseline competency self-assessments revealed that 68% of participating nurses had fewer than three years of palliative care experience, and 37% had fewer than three years of general nursing experience. Despite their dedication, many nurses felt uncertain when leading difficult conversations or managing care in the last days and hours of life. This was further reinforced by self-assessment data, which showed that competency in the Last Days & Hours domain was 20% lower than in Communication. 

The Intervention: Brief, Targeted and Emotionally Intelligent

 

To address these needs, SE Health created a blended learning experience grounded in EI concepts and practical communication strategies. The approach for education delivery was concise, flexible, and easy to embed into the busy schedule of a nurse in the community.  

The focus narrowed to two key competency domains—Communication and Last Days & Hours—dedicating to each an hourlong facilitated session incorporating: 

– Facilitated EI Learning Modules  

– Group Activity Slides 

– Peer Dialogue and Reflection  

– Realtime Q&A 

 

After these education sessions and providing participants with job aids such as the BePrepared Conversation Guides, a final Learning by Sharing Debrief session was held for participants to demonstrate how they have translated their learnings into their practice. All sessions were offered at varied times, recorded, and endorsed by Managers, Clinical Practice Coaches, and Clinical Directors, enabling widespread participation. 

One of the most impactful tools was the Be Prepared Conversation Guides. With 76% of participants using them in practice, their strong uptake shows just how relevant and helpful these resources were at the point of care. 

The approach was anchored in the COM-B Model for Behaviour Change, ensuring that nurses not only learned but felt equipped and supported to act: 

– Capability: EI education, microlearning, practice tools 

– Opportunity: Flexible sessions, leadership support, mentorship 

– Motivation: Recognition, certificates, raffles, visible organizational endorsement 

This structure helped shift EI from an abstract concept to a practical, everyday competency. 

What We Found: Measurable Growth, Meaningful Impact

Post-intervention, participants demonstrated a 16% increase in Communication competency and a 26% increase in Last Days & Hours competency. While 84% of participants achieved an overall rating of Competent or above for both domains. The greatest improvement was seen in nurses with 1-3 years of palliative care experience, with 86% increasing their competency by at least one level. 

Participants consistently described feeling more equipped to support families, lead difficult conversations, and advocate for client wishes at end-of-life. Their words speak powerfully to this shift:  

“This training helped me understand palliative care more and how to properly communicate and empathize.”  

“The most difficult part of palliative nursing is having difficult conversations… this helped us feel more competent and confident.”  

“A family told me, ‘You bring us light in our darkest times.’ It made me love my job more.” 

These testimonials reflect not only improved skills but strengthened emotional resilience, a crucial outcome in a field where burnout and emotional fatigue are a common experience.  

Looking Ahead: Shaping the Future of Compassionate Care 

When nurses are equipped with EI skills, they move beyond task-based learning and step into a more grounded, emotionally responsive form of practice—one that aligns closely with SE Health’s H.O.P.E. Model of Care™, where compassion, connection, and a holistic approach guide every decision. 

The momentum generated through this work extends far beyond a single project. The success of the SPRINT Accelerator Collaborative has shaped a clear pathway for sustained, system-level change. SE Health is integrating the Canadian Interdisciplinary Palliative Care Competency Framework into future education offerings, embedding EI concepts across standards of practice and onboarding across clinical disciplines, and strengthening mentorship and peer-supported learning structures. These efforts reinforce a culture of continuous learning and emotional wellbeing, ensuring that all providers from novice to expert receive the support, skills, and confidence they need to deliver compassionate, person and family-centred care. 

This work matters because palliative care is, at its core, profoundly human. When providers feel emotionally grounded and skilled in handling sensitive, high stakes moments, their confidence grows, their empathy deepens, and the care they provide becomes more aligned with the values, wishes, and needs of clients and families.  

 

The Last Word: Lead With Emotional Intelligence 

By centering emotional intelligence in palliative care education, SE Health has shown that brief, focused training can significantly strengthen communication, confidence, and the quality of end-of-life care. Investing in emotional intelligence and relational skills strengthens the entire circle of care, enriching meaningful moments at end of life for everyone involved. 

And this journey doesn’t end here. The same educational materials that shaped this work are widely accessible and designed to support ongoing growth. Developed by the CHCA using the Canadian Interdisciplinary Palliative Care Competency Framework, these resources reflect best practices across disciplines. Through the CHCA’s eiCOMPASS Hub, providers can access interactive online EI modules, practical strategies for daily practice, downloadable job aids for realtime support, and group activity slide decks that spark reflective, experiential learning within teams. 

If you’re ready to strengthen emotional intelligence in your own practice or across your team, the tools are already at your fingertips. Start your EI learning journey today by visiting the CHCA’s Learning Centre . 

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We extend our deepest appreciation to the nurses who participated in this work, the dedicated leadership team from SE Health’s Central Toronto site, and our senior organizational leaders whose support made this project possible—and most importantly, to the Canadian Home Care Association, whose development of these educational resources and project partnership were essential to bringing this work to life.