The 3 Central Unit cares for older adults with complex needs, many of whom experience pain, cognitive impairment, anxiety, or challenges in communication. Even small changes in tone, posture, and language can dramatically shift the patient’s experience. Using patient-centered communication improves safety, reduces complaints, and enhances therapeutic relationships.

Patient feedback has highlighted an opportunity to provide more attentive and reassuring interactions to ensure every voice feels valued. This feedback reflects a patient’s experience and an opportunity for us to strengthen emotional support and trust. Our unit has proposed a unit-based quality improvement project to strengthen staff communication, active listening, and courteous behavior at bedside. Our teams may unintentionally use rushed or dismissive language under the pressure of time. Additionally, team members may not realize how nonverbal cues impact patients; especially our patients with aphasia, hearing loss, or cognitive changes, who are most at risk of feeling unheard. Our health care teams want to provide kind, compassionate care but may lack tools or reminders to stay mindful in every interaction.

Our team implemented “HEART in Every Interaction,” through an in-service learning and with literature given to staff. We also implement a “Listen first” role-play to help staff practice avoiding dismissive language.

The HEART Communication Model:

• H– Hear the patient out.
• E– Empathize – Making sure everyone  understands the difference between empathy and sympathy, and we provide examples to make the difference clear.
• A– Acknowledge the patient and their feelings.
• R– Respond Kindly.
• T– Thank them for sharing their feelings and their patience.

“Small changes, big impact- Bring HEART to every patient moment”