The CX Leader Podcast | A resource for customer experience leaders Talk Less, Listen More
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Jul 9, 2024 Marisa Schwartz, Senior regional medical director, discusses the importance of active listening in healthcare. Topics include uncovering critical conditions, building trust with patients, and enhancing patient experiences through attentive listening. The conversation also highlights the impact of follow-up in healthcare and the value of active listening for CX leaders in enhancing communication skills.
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Treat Listening as a Clinical Skill
- Treat listening and communication like other clinical skills, requiring intentional development.
- Recognize that active listening is a skill to be honed, like any other clinical skill.
Self-Awareness through Simulation
- Marisa Schwartz realized her leg shaking was distracting during patient interactions through recorded simulations.
- This self-awareness allowed her to improve her demeanor, minimizing distractions for both herself and the patient.
Maximize Patient Interaction
- Be fully present with patients and focus all your attention on them.
- Maximize the limited time you have by prioritizing the patient's needs and active listening.