The Power of “Soft Skills”: Transforming Healthcare Regulation

Written by: Laurie Reid

In the evolving landscape of healthcare, regulators play a pivotal role not just in overseeing technical competence, but in shaping how professionals interact with the public and each other. As patient expectations grow more nuanced, so too must the systems that govern those entrusted with their care.

Historically, regulatory bodies have focused on clinical performance, ethics, and adherence to protocols. But a significant shift is underway. Traits once dismissed as “soft skills”—like communication, empathy, civility, kindness, and respect—are no longer optional add-ons. They are essential. In fact, these issues now make up over 50% of complaints received by many healthcare regulators. This surge leads to more investigations, often diverting time and resources from higher-risk cases. Repeated complaints about a registrant’s inappropriate conduct can overwhelm the system, creating delays and mounting frustration for regulators, healthcare professionals, and negatively impacting patient outcomes.

And yet, there’s a troubling gap: these skills are often not part of formal healthcare education. Training programs emphasize diagnostics and treatment but frequently overlook how practitioners relate to patients and colleagues in moments of vulnerability or tension. As a result, regulatory bodies are left to manage the fallout when these soft skill deficiencies lead to complaints or breakdowns in care.

Healthcare regulators aren’t alone in facing this challenge. Other traditionally structured and male-dominated professions—such as policing and fire services—have faced similar reckonings. These sectors have had to confront longstanding cultures and redefine what professionalism looks like in increasingly diverse and high-pressure environments. The shift hasn’t been easy, but it has been necessary.

Sensitivity training in Canadian policing has shown promise in enhancing officer performance, reducing complaints, and fostering better community relations. However, its effectiveness is maximized when integrated into a continuous learning framework that includes regular evaluations and updates to training content.

Organizations like the Bernardi Centre are helping lead this transformation. Drawing on deep experience with paramedics, police, fire services, and hospitals, their experts work with individuals and institutions to both proactively build cultures grounded in ethical decision-making and reactively respond to incidents when communication or sensitivity issues arise.

Our work underscores a powerful truth: soft skills are not soft at all. They are hard to teach, and—when missing—hard to ignore. For regulators, addressing this critical gap means rethinking standards, education, and accountability mechanisms to reflect the full scope of what quality care really means. Effective training can make a significant difference—not just for the registrant, but also for those they interact with, including patients, colleagues, supervisors, and regulators themselves.

The evolution of regulatory practice is not just about compliance. It’s about human connection, dignity, and the ability to meet people where they are. And in today’s healthcare environment, that might just be the most important skill of all.

There are programs available that help organizations, workplaces and individuals foster positive, respectful, and high-performing work environments including:

• Assessing and reviewing workplace culture to identify opportunities for growth
• Providing one-on-one coaching and sensitivity training tailored to individual needs
• Delivering interactive training on respect in the workplace
• Facilitating sessions on unconscious bias, systemic racism, and discrimination
• Leading mediations and structured conversations to resolve conflict
• Conducting thorough investigations into bullying, harassment, and systemic discrimination

By addressing issues with empathy, clarity, and accountability, organizations can create spaces where people feel safe, supported, and empowered to do their best work.

Please contact The Bernardi Centre at bernardicentre@hrlawyers.ca to learn more about the above programs and/or subscribe to our newsletter where we share related insights, trends and events for the healthcare industry.

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