Healthcare is about people—patients seeking care during their most vulnerable moments. Yet, despite technological advancements and medical breakthroughs, many patients still feel disconnected from their providers. According to healthcare advocate Eileen Filliben, what patients want is simple: respect, empathy, and clear communication regardless of their background and demographics. These foundational elements of care can transform patient experiences and lead to better outcomes. “When providers connect with patients on a human level, everything changes,” Filliben explains. In this article, we delve into what patients truly value, why these connections matter, and practical ways providers can foster meaningful relationships with those they serve.
The Power of Listening: Why Patients Need to Feel Heard
One of the most vital things patients want is to feel heard. In a healthcare system often constrained by time and overwhelmed by administrative tasks, active listening can be overlooked. However, Filliben emphasizes that listening is more than a clinical necessity—it is a form of validation that shows patients they matter. “Listening isn’t just about hearing a list of symptoms,” she says. “It’s about understanding the person behind those symptoms—their fears, their hopes, and their expectations.”
Patients who feel heard are more likely to trust their providers, follow treatment plans, and engage in their care. Taking the time to ask open-ended questions and genuinely listen can be transformative. Even small gestures, such as making eye contact or repeating back what the patient has said to confirm understanding, can help foster trust and rapport. Filliben believes that a simple acknowledgment of a patient’s emotions—such as saying, “I understand this must be difficult for you”—can have a profound impact. This type of connection reminds patients that they are seen as individuals, not just medical cases.
Breaking Down Barriers: Clear Communication Builds Trust
Another crucial element of effective care is clear communication. Medical jargon, though second nature to providers, can often alienate and confuse patients. When patients leave an appointment uncertain about their diagnosis or treatment plan, they feel confused, anxious, and overwhelmed. Filliben argues that breaking down complex medical information into understandable language is essential to empowering patients and fostering their confidence in the care they receive. “If patients don’t understand what’s happening, they can’t advocate for themselves or make informed decisions,” she explains.
Clear communication goes beyond simplifying medical terms; it also requires a compassionate delivery. Filliben recalls moments during her own healthcare journey when a provider’s tone or approach made a difficult situation even more challenging. She emphasizes that providers should be mindful of how their words are received, especially when delivering bad news. Demonstrating empathy by acknowledging the emotional weight of a situation can build trust and reassure patients. Additionally, providing written or digital summaries of the visit can help patients recall key details later, especially when emotions may have clouded their memory during the appointment.
Trust is a two-way street. When patients feel well informed and trusted by their doctors, they take a more active role in their care and can even become co-creators of their care plan in a model known as Shared Decision Making (SDM). Advocates of SDM say it provides “an opportunity to get care right—intellectually, practically and emotionally”. According to Filliben, “Involving patients in decision making gives them a greater sense of autonomy and control and can help reduce their anxiety.”
Beyond the Diagnosis: Humanizing the Patient Experience
In a system often criticized for being impersonal, patients crave care that feels human. Modern healthcare frequently reduces interactions to a series of tasks, leaving patients feeling like numbers rather than individuals. Filliben advocates for a more human-centered approach to medicine—one that treats patients with dignity and compassion. “Healthcare should never feel transactional,” she says. “Patients want to know their provider sees them as a whole person, not just a diagnosis.”
Humanizing care can begin with small gestures, such as asking patients about their personal lives or taking a moment to connect on a non-medical level. These interactions may seem insignificant, but they remind patients that their provider cares about them beyond their symptoms.
It’s also important for providers to demonstrate respect. While doctors apologizing used to be frowned upon, authentic apologies can play an important role in humanizing interactions with patients and demonstrating respect. Apologizing for running late is a simple human courtesy and shows that a provider values a patient’s time. For larger mistakes that may have impacted a patient’s care or even outcome, apologies can help repair a breach of trust that could severely damage or even break the doctor-patient relationship.
Cultural sensitivity and individualized care are also critical components of humanizing the healthcare experience. Patients come from diverse backgrounds, and their values and preferences influence how they engage with their care. Filliben stresses the importance of understanding these differences and tailoring care accordingly. For example, acknowledging a patient’s cultural or religious beliefs during treatment planning can foster trust and ensure they feel respected. “When providers take the time to understand and honor these nuances, it strengthens the patient-provider relationship in immeasurable ways,” she says.
Furthermore, research has shown that significant disparities exist in patients’ access to healthcare and their actual medical outcomes based on their income and demographics including, but not limited to, race and ethnicity, age, language, gender, disability status, and sexual orientation. In order to eliminate this discrimination, providers need to become more self aware about their own implicit biases and learn tools to overcome them.
Conclusion
What patients want from their healthcare providers isn’t perfection—it’s connection. They want to feel seen, heard, and understood by those entrusted with their care regardless of their bank account balance or skin color. Filliben believes that when providers prioritize listening, communication, and human connection, the entire care experience improves. “At its heart, healthcare is about people,” she says. “When providers take the time to truly connect with their patients, they build trust, inspire confidence, and deliver better outcomes.”
The healthcare system may be complex, but the principles of excellent care are simple. Listening with empathy, communicating clearly, and treating patients with dignity are actions every provider can take today to make a meaningful difference. Filliben concludes, “Healthcare isn’t just about curing illness; it’s about caring for people. And that starts with meeting patients where they are and giving them the respect and compassion they deserve.”
