Using H.E.A.R.T. to Address Patient Issues

If nurses would only show a little heart when dealing with difficult situations involving patients and families, it is likely that ruffled feathers could quickly be smoothed. The heart to which I’m referring is Respond with H.E.A.R.T., a practical, common sense approach for addressing patients’ frustrations and complaints that is being used at the Cleveland Clinic (the Clinic) in Cleveland,