What does the "H" in the HEART model stand for?

In the HEART model, the "H" stands for "Hear what the patient has to say." This component emphasizes the importance of active listening in patient care and experience management. By genuinely listening to patients, healthcare providers can understand their concerns, feelings, and needs more fully. This attentive approach fosters a sense of trust and respect between patients and healthcare providers, which is essential for effective communication and improving overall patient satisfaction.

Active listening involves not just hearing the words spoken but also being aware of the emotional context and non-verbal cues. This step is crucial for addressing patients’ concerns appropriately and ensures they feel valued and understood. It sets the foundation for a positive interaction and is a pivotal part of the overall patient experience strategy.