The Importance of Listening

One of the major lessons I have taken away from my time at Crossroads is the importance of listening. The staff at Crossroads always seems to make time to really listen to their patients even when they are very busy. When I talk to patients on the phone, I come across many patients who are angry and frustrated because they feel like they aren’t being listened to. I think a big part of this perception is that patients and doctors often have different priorities when it comes to a patient’s health.

Many of the patients at Crossroad have multiple chronic conditions and medication lists that are multiple pages long. The providers only have so much time to spend with a patient and have to pick and choose what issues are the most important to talk about at each visit. This can be made difficult when the patients bring an equally long list of their own concerns. The physicians I have shadowed have done an excellent job of balancing their time with the patients so they can address what they need to, but also address their patients’ concerns. This allows patients to leave Crossroad feeling taken care of.

I think another reason patients can feel like they aren’t being listened to is when they don’t fully understand why a physician is focused on a certain aspect of their health. If a patient doesn’t entirely understand a condition it can seem less troublesome than one they do understand and they may feel like the physician is focusing on the wrong thing. The providers at Crossroad not only take the time to listen, but to explain. I hear a lot “I am worried about this because…” and then watch the doctor get the patient on the same page. Understanding their conditions not only allows patients to understand why doctors focus on what they do but it also empowers patients to take control of their health.

One thing I enjoy about being an intern is that I have more time to spend with a patient on the phone if needed. Sometimes patients need to talk for a while just to feel heard, and then there is a simple fix to the problem. It is satisfying when I can help a patient with one of these problems and they realize that I am on their side. I have been inspired by the physicians at Crossroads to always make sure I take the time to listen to my patients and make them feel cared for in my future as a physician.

-Katie Copp