#158 The Art of Communication: Delivering Difficult News with Compassion

Is it possible to deliver life-changing news—with compassion—without sacrificing precious time or the physician’s own well-being?

It’s a burning question for healthcare professionals everywhere, and the impact of getting it right goes far beyond the exam room. Not only does compassionate communication ease patient anxiety and foster loyalty, but it also drives better outcomes, even in the face of a system that pressures doctors to prioritize speed and productivity (those infamous RVUs!). As the demands on clinicians mount, many struggle with “compassion fatigue,” and patients often experience rushed, impersonal conversations when they need empathy and understanding most. This episode offers a solution—and hope—for both sides of the stethoscope.

You should listen to this episode because my guest, Dr. Rachel Hitt, delivers a masterclass in patient communication. As Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for Tufts Medicine Integrated Network, she brings more than 20 years of clinical expertise and a passion for improving the way difficult news is shared with patients. Dr. Hitt is not only a practicing clinician; she’s a certified facilitator in healthcare communication and a certified patient experience professional, dedicating herself to coaching and elevating the next generation of physicians. Her insights are practical, inspiring, and applicable well beyond healthcare—for anyone who faces moments of tough conversations and wants to make those moments matter.

Here are three powerful questions Rachel answers on the show:

1. Why do so many healthcare professionals struggle with delivering difficult news compassionately—and how can they overcome barriers like exhaustion, lack of time, and institutional pressure?

2. What is the ART model for patient communication, and how does it transform a monologue into a meaningful dialogue, even when sharing devastating diagnoses?

3. How do small gestures—like a brief pause, gentle touch, or simply asking permission to enter—impact patient experience, loyalty, and even the bottom line for hospitals and health systems?

Listen in and subscribe! Find this episode on Apple Podcasts and Spotify, and catch all future episodes on your favorite podcast platforms:

• Apple Podcasts

• Spotify

• (Available wherever you get your podcasts—just search for “Delighted Customers”!)

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Meet Dr. Rachel Hitt

Dr. Rachel Hitt, MD, MPH, is the Chief of Breast Imaging at Tufts Medical Center and Medical Director of Patient Experience for the Tufts Medicine Integrated Network. With more than two decades of experience, she has touched thousands of lives, guiding patients and their families through some of their most vulnerable moments. Rachel graduated from Harvard Medical School and completed her residency in radiology and fellowship in breast imaging at Massachusetts General Hospital—two of the nation’s most prestigious medical institutions.

She also holds a Master’s in Public Health from the University of Michigan and is a certified facilitator in healthcare communication through the Academy of Communication and Healthcare. Rachel is a Certified Patient Experience Professional (CPXP), and she’s equally comfortable in academic medical centers and private practice settings. She has dedicated much of her career to teaching, coaching clinicians, and speaking at conferences about how medical professionals can improve the patient experience—“chunking and checking” information, meeting people where they are, and nurturing authentic, empathetic relationships.

Connect with Rachel on LinkedIn.

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References and Show Notes

• Academy of Communication in Healthcare

• Dr. Steven Tresiak’s “power of 40 seconds” research (Ted Talk)

• LinkedIn: Dr. Rachel Hitt

• Book reference: "All Business is Personal" by Dr. Joseph Michelli (from prior episodes)

• RVU (Relative Value Units) model in healthcare

• Techniques for improving patient loyalty and experience

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