Dr. Rachel Hitt on Improving the Patient Experience Through Effective Communication
Imagine walking into a clinic anxious about a possible cancer diagnosis, and leaving with your concerns addressed, feeling genuinely cared for and understood.
For too many patients, that's not what happens. Production goals, burned-out and short-staffed physicians, and growing administrative loads leave patients feeling like a number. Dr. Rachel Hitt joined me to explore the art and science of patient communication.
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Originally aired August 1, 2024 as Episode 95 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
The pressures that make good communication hard for clinicians
How anxiety affects patients waiting on diagnostic results
Practical ways to communicate so patients feel heard and cared for
How communication builds trust between clinicians and patients
Communication is care
Rachel's work is a powerful reminder that how something is said can matter as much as what is said. Trust in healthcare is built one conversation at a time.
Related episodes
About the guest
At the time of this episode, Rachel Hitt, MD, was Medical Director of Patient Experience at Tufts Medicine.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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