It is often minute details such as the lack of internet, transportation, or a signature that can prevent people from completing an application for food stamps or the medication they need. By acknowledging patient experiences and reflecting on what we have heard, we can more effectively tailor the support we give to find patient-centered solutions.

Katherine M. Kutzer, a recent graduate of Duke University in Durham, North Carolina, reflects on her experience calling patients of a community health center at the beginning of the COVID-19 pandemic and how she came to understand the significance of listening to—and truly hearing—patients when they speak.

The essay read in this episode was published in the Teaching and Learning Moments column in the October 2021 issue of Academic Medicine. Read the essay at academicmedicine.org.