Listening to Understand: Transforming patient care

An NHS occupational therapist specializing in complex healthcare recently attended our Advanced Communication Skills Training (ACST) course. Initially, she felt uncomfortable using silence and some of the communication techniques didn’t feel natural to her. The challenge was clear: she needed to say less, listen more, and demonstrate that she had truly heard her patients.

On the day of the course, it was evident that deep and meaningful learning was taking place. Participants practised realistic scenarios, focusing on reflective listening, summarising, and using pauses to allow space for meaningful dialogue.

When we met online a few weeks later to celebrate successes and provide further learning opportunities, she shared some remarkable examples of how the course had transformed her practice:

• By suppressing her own agenda and focusing entirely on the person in front of her, she felt re-energised, less exhausted, and described a “large weight lifted from her shoulders.”
• In one session, she met a patient whose concerns about her future had not been picked up by previous therapists. Using silence, careful observation of cues, and reflective summarising, she created space for the patient to share much more than anyone expected.
• The patient revealed information to her family that had previously gone unspoken. This allowed the OT to tailor her care more effectively to the patient’s individual needs.

This case demonstrates the power of listening, pausing, and reflecting in complex healthcare settings. By learning to step back, focus on the person in front of them, and truly hear what is being said, healthcare professionals can uncover vital information, improve patient outcomes, and feel more confident and less burdened in their work.

“Applying these skills not only enabled me to find out more from my patients, but I also felt re-energised and a large weight was lifted from my shoulders.”

Before the course:

• Felt uncomfortable using silence and reflective listening
• Struggled to suppress personal agenda in conversations
• Missed subtle patient cues and deeper concerns
• Experienced exhaustion and emotional burden in patient interactions

After the course:

• Confidently uses silence, pauses, and reflective summaries
• Focuses fully on the patient, allowing them to share openly
• Picks up on subtle cues and uncovers important information for tailored care
• Feels re-energised, lighter, and less emotionally burdened

Ready to transform communication in your team?
Please contact me if you would like to discuss the training needs of your organisation and how we can help you.