I’ve never been one for fast food, but I am obsessed with In-n-Out Burger. Perhaps I associate my first time through their infamous drive-through in Ontario, CA with my first trip to Disneyland; regardless, I am obsessed.
In twenty years, I think my order has only been screwed up twice, to which I promptly returned it and received a fresh burger the right way. In-n-Out has a process: they are efficient, they listen to your order, repeat it back, take your money, and present you with a culinary fast food work of art. (T-minus 10 days until my next double-double.)
What happens when these same efficiencies and communications are not practiced in the healthcare setting? Misdiagnosis, unnecessary procedures, denied claims, even death. “Patient Communication” became such a mind numbing topic that it was rebranded to get our attention. Why does listening matter??