My friend John is an urgent care physician who has several patients who come to see him for various ailments on a regular basis. In addition to being brilliant and taking wonderful care of his patients, he has a unique ability to empathetically listen to his patient’s needs. One of his patients is a repeat visitor, even when she's not exhibiting symptoms. He takes the time to listen to how she's feeling and responds with kindness, empathy, and caring. He has come to realize that her visits are filling her deep need to feel validated, cared for, and understood in ways which she does not receive at home. His empathetic listening delivers incredible customer service for patient care and makes him a better health care provider. Wouldn’t it be incredible if this was the manner for not only doctors, but all professionals?
Susan C. Young, The Art of Communication: 8 Ways to Confirm Clarity & Understanding for Positive Impact
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