Listening Behavior Course and Tools
Harris Health System Initiative: Improve Patient Listening Ratings
Similar to other skills in medicine, listening to the patient is a technique that can be refined. Listening is a key driver in how the patient feels about their experience. In partnership with NRC Health, the Patient Experience Team has compiled evidence based best practices into a toolkit for Providers. These tools are designed to help you demonstrate to the patient that you are listening.
Physician-led Video Series
Short videos providing practical tips based on evidence-based research.
Harris Health System Video
Commit to Sit to Improve Communication video.
Collection of evidence-based resources available for download.
Literature and Other Resources
Ancillary articles and other resources.
Commit to Sit Listening Tips
- Introduce yourself (and any care team members) and your role in their care.
- Ask the patient if they would like to use an interpreter to help communicate.
- Sit facing the patient at eye level.
- If a chair is not available, position yourself so that you are at eye level with patient.
- Lean in, speak in a soft, positive tone of voice.
- Ask clarifying questions.
- Repeat back your understanding of the patient’s concerns.
- Pay attention to the patient’s body language and acknowledge emotions you hear expressed.
- When encounter is complete, thank the patient for speaking with you.
- Not all cultures interpret eye contact in the same way. Adjust as appropriate.