Healing Through Listening in Health Care

Attentive listening requires genuine curiosity and interest in the patient. In a medical setting, it benefits both staff and patients.

Listening is part of the daily routine for doctors and nurses, and it’s the first step in any treatment. Yet, as a commentary in the journal Mayo Clinic Proceedings , attentive listening is becoming increasingly rare in clinics and hospitals. Appointment schedules are already overloaded, other patients are waiting, computer systems need to be updated with data — and conversations are getting shorter. But “values‑driven listening” is a decisive key to good medical outcomes, the authors write.

They describe a specific case of a withdrawn, challenging patient in a nursing home. One day, while preparing his bath, a nurse asked him what would make it a good day for him. “I’d like to wear my blue shirt,” he replied. When she asked why, the elderly man explained that it was his late wife’s favorite shirt. During the bath, he told her how they met, how they lived together, and what she meant to him. Afterward, he asked for a wheelchair so he could tell other residents about his wife. It was the first time he had initiated contact and shared his life story.

This example of “genuine, curious listening” shows how simple, open‑ended questions can create space for meaningful answers. The nurse showed interest, took the patient seriously, built trust — and opened a door that had been closed for a long time.

The commentary lists six practical approaches to achieve attentive listening:

1. Presence Especially in hospitals, doctors should not just “pop in” and leave, but truly spend time with the patient. Surveys show that surgeons or nurses who sit down with patients are rated as more caring, polite, and better informed. They are perceived as having taken more time.

2. Show Curiosity Open questions invite patients to share more. Giving patients or their families space to answer can sometimes be crucial for diagnosis. Body language matters too: sitting at eye level, nodding, and maintaining eye contact. Specific questions can help — for example, “What questions do you have for me?” instead of “Do you have any questions?” Or “What would make this day good for you?” instead of “Are you feeling okay?”

3. Build Trust Active listening without interruptions and with empathetic responses strengthens trust. It’s not only about identifying health problems and finding cures — professionals should understand patients’ needs and concerns. This includes acknowledging emotions: “I can see this is difficult for you” can mean a lot. The commentary also mentions experiments with AI tools that document conversations in real time, freeing clinicians from typing and allowing them to focus fully on the patient.

Turned toward the patient instead of the computer: What has become less common today would improve treatment for both sides. AI tools could help with this.

4. Create the Right Spaces In hospitals, environments should support undisturbed conversations. A chair next to the bed encourages sitting rather than standing. Better soundproofing — such as glass partitions instead of curtains — can help. In Alaska, one clinic has created dedicated “conversation rooms” with comfortable furnishings to make patients feel at ease.

5. Strengthen Teams Decision‑making should not be strictly top‑down. Nurses, who are closest to patients, often notice things others miss. Involving them early can lead to practical, immediately applicable solutions. In Hawaii, a program called “Getting Rid of Stupid Stuff” generated 500 improvement suggestions in two years. Leaders should value their teams, delegate responsibility, and shorten decision paths.

6. Foster Resilience Hospitals and care homes should support their teams. This can include regular short or long meetings to share burdens. Shared meals have proven effective — studies show they encourage exchange, boost resilience, improve job satisfaction, and reduce burnout.

Conclusion: Patients and Staff Benefit from Attentive Listening

Research shows, the authors stress, that attentive listening with curiosity, presence, and compassion is not a “nice‑to‑have” — it is central to the work of medical professionals.

Cutting conversation time to fit in more appointments is a “false economy”: in the short term, schedules may look fuller and profits may seem higher, but in the long term, trust suffers — with consequences for treatment success, patient satisfaction, and staff workload.

More time and values‑driven listening, on the other hand, strengthen and improve the health care system for both patients and staff. Both sides benefit from better relationships, greater satisfaction, and higher quality of care.

Source: Mayo Clinic Proceedings