What Matters to You
This simple question helps caregivers understand patient priorities beyond their diagnosis.
What is "What matters to you?"
This value focuses on honoring the dignity of every person.
What is Personal Reverence?
The “C” in CICARE that begins every patient interaction.
What is Connect?
The “H” in HEART stands for this important listening behavior.
What is Hear?
Patient experience is defined as a patient’s __________ of care.
What is perception?
This model guides caregivers to ask, listen, and act on patient needs.
What is Ask–Listen–Do?
This value focuses on anticipating needs before they arise.
What is Thoughtful Anticipation?
This step requires caregivers to explain what will happen and what patients should expect.
What is Communicate?
The “E” in HEART focuses on understanding how the patient feels.
What is Empathize?
First impressions influence this critical element of patient care.
What is trust?
This is the main benefit of asking patients what matters to them.
What is personalized care?
This value reflects working together and owning outcomes.
What is Team Accountability?
This step requires caregivers to share their name and role.
What is Introduce?
This HEART step often includes saying “I’m sorry this happened.”
What is Apologize?
This communication skill means listening to understand, not just respond.
What is active listening?
True or False: Asking WMTY replaces the medical care plan.
What is False?
This value focuses on protecting the trust patients place in us.
What is Sacred Trust?
This step ensures patients feel supported even after you leave the room.
What is Exit with Empathy?
This HEART step involves taking action to solve the issue.
What is Respond?
This video concept taught us the difference between empathy and this opposite response.
What is sympathy?
This group should also be asked “What matters to you?” besides patients.
Who are families and caregivers?
This value encourages innovation and energy in solving problems.
What is Creative Vitality?
This step focuses on addressing concerns quickly and thoughtfully.
What is Respond?
This final step shows appreciation for the patient’s trust.
What is Thank?
This phrase reinforces gratitude and consistency in our interactions.
What is "Thank you for trusting us with your care."