ideal patient experience, what are the barriers keeping people from having that kind of experience—the kind where a patient leaves a doctor’s office feeling supported and empowered, and outfitted with treatment options?

This explained why Ehdaie had failed to communicate with so many patients over the years: He hadn’t been asking the right questions. He hadn’t been asking about their needs and desires, what they wanted from this conversation. He had assumed he already knew.

A Canadian and US study found that, on average, doctors interrupt patients within twenty-three seconds from the time a patient begins explaining his or her symptoms.10 The same study found that during 25 percent of visits, doctors don’t even ask patients what is bothering them. Another study that recorded thirty-four physicians during more than 300

We need an advocate, someone we can believe and trust. Everything is moving so fast; it’s all a blur. Health care professionals need to slow the pace, speak clearly and distinctly, using non-medical terminology. They need to sit down, use bonding skills, be honest and direct yet gentle.