“I like to listen. I have learned a great deal from listening carefully. Most people never listen.”

Ernest Hemingway

Over and over I hear complaints about people’s doctors; how unsatisfied they are with the treatment and related advice being dispensed.  Last week I had a check-up and was disheartened at the situation as a whole.  When I reflect upon the experience, I must admit I did not have any great expectations for the visit. It was the so- called “status quo”. So why was I disappointed?  I believe it was in the communication process between the patient (me) and the physician and the perception I was only a number.

Communication is vital. It helps increase an individuals’ understanding of issues, concerns and problems while helping determine a proper course of action. A large part of communicating is listening. Listening involves more than just hearing. It also involves attending, understanding, responding and remembering. And this is where things seem to fall apart.   My physician was certain not “attending”. Yes, s/he was physically present in the room, but there was very little eye contact and his/her back was my primary visual as s/he was reviewing computer records.  What about understanding and responding? My perception was that there was no involvement of these areas.  The vocal cues were there (yes, uh huh), but the concern of the situation was not addressed –and still no eye contact!  It was pseudo-listening; imitation of the real thing.

A few day later as fate would have it, an article came to my attention: Teaching Doctors to Listen by Dahlia Reich.  In her article, Reich quotes Dr Wayne Weston who reveals that patients’ most common complaint to the College of Physician and Surgeons of Ontario is poor listening, and (if that’s not enough) it is the leading cause of law suits. What was enlightening was, “studies have shown that patients actually get better more quickly if they perceive their doctor listened and fully discussed the problem with them”.

Most of us could benefit from brushing up on our communication and listening skills, but is seems apparent that medical practitioners should become more responsive and attentive to their patients needs. And while not all doctors fail in their communication abilities, it seems that by improving this aspect of their job, they can improve healing time, improve patient response and satisfaction and begin to better focus on the needs of their patients.  A win-win for everyone involved.

Do you feel that your voice is being heard?

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