You're navigating patient advocacy challenges. How can you enhance active listening skills?

After more than 25 years of working with patients and families during their healthcare journey's the single most important thing I have learned is that most have no idea what they want or need during their healthcare experience. As a result, I have become exceptionally successful at active listening in order to put words to their feelings. It is truly remarkable the connection that can be built by providing a safe space for them to express themselves and repeating back to them the words and phrases that perfectly express what they have thus far been unable to explain. Utilizing active listening to demonstrate empathy in this manner is life changing for both the patient, their family, and those of us who serve them.

Put yourself in the patient's shoes to better understand their perspective and emotions Validate their feelings and experiences without judgment Demonstrate compassion and a genuine desire to help

Not only reading the patient's body language, but how you respond can make or break patient's trust. Accurately reading patients body language and responding appropriately can change a patients entire experience of care. For example, never use accusatory language in response to withdrawn body language. Instead, respond with affirming your understanding of their hardship and reiterating your commitment to their wellness. Explain that you understand that the setting and past experience can make openness difficult, but that you, the provider, are ready to help.

Assumptions can be dangerous in care, but one assumption that should be maintained is the assumption of competence. Especially in the case patients with chronic conditions, past experiences of infantilization and medical gaslighting have a tremendously negative impact on their mental health and over all wellbeing. Assume the patient is intelligent, assume the patient knows their body, and communicate clearly with that in mind. Creating space for the patients' questions is as important as creating a space where they feel that their questions and reporting are respected, and that the patient's communication matters.

Adapt your listening style to the individual patient's needs and preferences Be mindful of cultural differences that may impact communication Seek feedback from patients or colleagues on ways to improve your listening skills Practice active listening in all aspects of your life to make it a habit