Brian Kaufman
@bk-rn.bsky.social
Every day in healthcare, complex information needs to be shared between doctors and patients, sales teams and clinicians, leaders and their organizations I help healthcare professionals bridge gaps, build trust, and achieve better outcomes
If you can, spend time with your family today.
Some people can't and one day you'll be one of them
Some people can't and one day you'll be one of them
November 27, 2025 at 2:53 PM
If you can, spend time with your family today.
Some people can't and one day you'll be one of them
Some people can't and one day you'll be one of them
bkrn.substack.com
Be sure to check out my free weekly Newsletters covering communication skills for Healthcare workers.
Be sure to check out my free weekly Newsletters covering communication skills for Healthcare workers.
Bridge to Better Healthcare | Brian Kaufman | Substack
I turn healthcare's most difficult conversations into breakthrough moments using tactical empathy techniques, one honest conversation at a time. Click to read Bridge to Better Healthcare, by Brian Kau...
bkrn.substack.com
October 11, 2025 at 6:11 PM
bkrn.substack.com
Be sure to check out my free weekly Newsletters covering communication skills for Healthcare workers.
Be sure to check out my free weekly Newsletters covering communication skills for Healthcare workers.
The patient who stops trusting you becomes non-compliant.
The family who feels unheard files complaints.
The colleague who shuts down sabotages care.
Your clinical skills keep patients alive, but your conversation skills determine whether they trust you enough to let you help them.
The family who feels unheard files complaints.
The colleague who shuts down sabotages care.
Your clinical skills keep patients alive, but your conversation skills determine whether they trust you enough to let you help them.
October 6, 2025 at 1:47 PM
The patient who stops trusting you becomes non-compliant.
The family who feels unheard files complaints.
The colleague who shuts down sabotages care.
Your clinical skills keep patients alive, but your conversation skills determine whether they trust you enough to let you help them.
The family who feels unheard files complaints.
The colleague who shuts down sabotages care.
Your clinical skills keep patients alive, but your conversation skills determine whether they trust you enough to let you help them.
Every patient conversation is happening on two levels:
What they’re saying with words.
What they’re communicating with everything else.
The second conversation is usually more honest than the first.
Your job is learning to read both languages fluently.
What they’re saying with words.
What they’re communicating with everything else.
The second conversation is usually more honest than the first.
Your job is learning to read both languages fluently.
October 4, 2025 at 1:10 PM
Every patient conversation is happening on two levels:
What they’re saying with words.
What they’re communicating with everything else.
The second conversation is usually more honest than the first.
Your job is learning to read both languages fluently.
What they’re saying with words.
What they’re communicating with everything else.
The second conversation is usually more honest than the first.
Your job is learning to read both languages fluently.
Brian Kaufman (@bkrn)
substack.com
October 1, 2025 at 8:26 PM
The most dangerous phrase in healthcare isn’t “I don’t know.”
It’s “Yes, I understand” when they clearly don’t.
It’s “Yes, I understand” when they clearly don’t.
September 30, 2025 at 3:08 AM
The most dangerous phrase in healthcare isn’t “I don’t know.”
It’s “Yes, I understand” when they clearly don’t.
It’s “Yes, I understand” when they clearly don’t.
When someone resists your idea:
✓ Give permission to disagree
✓ Label their emotions
✓ Ask what would need to be true
✓ Create solutions together
Make them co-creators, not opponents.
✓ Give permission to disagree
✓ Label their emotions
✓ Ask what would need to be true
✓ Create solutions together
Make them co-creators, not opponents.
September 28, 2025 at 12:50 AM
When someone resists your idea:
✓ Give permission to disagree
✓ Label their emotions
✓ Ask what would need to be true
✓ Create solutions together
Make them co-creators, not opponents.
✓ Give permission to disagree
✓ Label their emotions
✓ Ask what would need to be true
✓ Create solutions together
Make them co-creators, not opponents.
Stop defending your position in difficult conversations and start getting curious about theirs.
September 24, 2025 at 2:25 PM
Stop defending your position in difficult conversations and start getting curious about theirs.
The healthcare professional’s emotion labeling toolkit:
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone
September 23, 2025 at 11:13 PM
The healthcare professional’s emotion labeling toolkit:
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone
You feel terrible after difficult conversations because you’re trying to win instead of understand.
September 22, 2025 at 6:08 PM
You feel terrible after difficult conversations because you’re trying to win instead of understand.
The healthcare professional’s emotion labeling toolkit:
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone.
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone.
September 20, 2025 at 6:29 PM
The healthcare professional’s emotion labeling toolkit:
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone.
• Start with observation, not solution
• Use tentative language to avoid assumptions
• Focus on one emotion at a time
• Wait for confirmation before proceeding
The moment you name their emotion, you remind them they’re not alone.
Emotion labeling phrases for resistant patients:
• “It sounds like you’re worried about how this affects your family”
• “It seems like you’ve been disappointed by treatments before”
• “I get the sense you’re feeling rushed into this decision”
Resistance disappears when people feel truly seen.
• “It sounds like you’re worried about how this affects your family”
• “It seems like you’ve been disappointed by treatments before”
• “I get the sense you’re feeling rushed into this decision”
Resistance disappears when people feel truly seen.
September 18, 2025 at 3:30 PM
Emotion labeling phrases for resistant patients:
• “It sounds like you’re worried about how this affects your family”
• “It seems like you’ve been disappointed by treatments before”
• “I get the sense you’re feeling rushed into this decision”
Resistance disappears when people feel truly seen.
• “It sounds like you’re worried about how this affects your family”
• “It seems like you’ve been disappointed by treatments before”
• “I get the sense you’re feeling rushed into this decision”
Resistance disappears when people feel truly seen.
The 3 things that happen when you name emotions accurately:
• They feel heard instead of handled
• Their defenses drop immediately
• They start talking about what’s really going on
Empathy isn’t fixing feelings - it’s seeing them clearly.
• They feel heard instead of handled
• Their defenses drop immediately
• They start talking about what’s really going on
Empathy isn’t fixing feelings - it’s seeing them clearly.
September 17, 2025 at 1:31 AM
The 3 things that happen when you name emotions accurately:
• They feel heard instead of handled
• Their defenses drop immediately
• They start talking about what’s really going on
Empathy isn’t fixing feelings - it’s seeing them clearly.
• They feel heard instead of handled
• Their defenses drop immediately
• They start talking about what’s really going on
Empathy isn’t fixing feelings - it’s seeing them clearly.
The secret to better patient outcomes:
• Stop trying to eliminate “no”
• Start getting curious about it
• Ask what they’re protecting
• Listen without interrupting to fix
• Give them space to express concerns
When people feel heard instead of handled, everything changes.
• Stop trying to eliminate “no”
• Start getting curious about it
• Ask what they’re protecting
• Listen without interrupting to fix
• Give them space to express concerns
When people feel heard instead of handled, everything changes.
September 13, 2025 at 7:55 PM
The secret to better patient outcomes:
• Stop trying to eliminate “no”
• Start getting curious about it
• Ask what they’re protecting
• Listen without interrupting to fix
• Give them space to express concerns
When people feel heard instead of handled, everything changes.
• Stop trying to eliminate “no”
• Start getting curious about it
• Ask what they’re protecting
• Listen without interrupting to fix
• Give them space to express concerns
When people feel heard instead of handled, everything changes.
Stop asking “Do you understand?” and start asking “What concerns you?”
One question traps them.
The other gives them permission to be human.
When patients feel safe to say no, resistance melts.
You’ll be shocked how much easier your conversations become.
bkrn.substack.com/p/why-i-stop...
One question traps them.
The other gives them permission to be human.
When patients feel safe to say no, resistance melts.
You’ll be shocked how much easier your conversations become.
bkrn.substack.com/p/why-i-stop...
Why I Stopped Fighting Patient “No’s” (And Started Getting Better Outcomes)
Last year, I was giving patient education over the phone like I had been doing for 2 years.
bkrn.substack.com
September 13, 2025 at 12:10 PM
Stop asking “Do you understand?” and start asking “What concerns you?”
One question traps them.
The other gives them permission to be human.
When patients feel safe to say no, resistance melts.
You’ll be shocked how much easier your conversations become.
bkrn.substack.com/p/why-i-stop...
One question traps them.
The other gives them permission to be human.
When patients feel safe to say no, resistance melts.
You’ll be shocked how much easier your conversations become.
bkrn.substack.com/p/why-i-stop...
Most healthcare professionals see patient resistance as the enemy.
But what if that “no” isn’t rejection?
Their autonomy. Their dignity. Their hope.
When patients feel cornered, they’re not rejecting your brilliant medical advice. They’re protecting themselves.
But what if that “no” isn’t rejection?
Their autonomy. Their dignity. Their hope.
When patients feel cornered, they’re not rejecting your brilliant medical advice. They’re protecting themselves.
September 12, 2025 at 1:52 PM
Most healthcare professionals see patient resistance as the enemy.
But what if that “no” isn’t rejection?
Their autonomy. Their dignity. Their hope.
When patients feel cornered, they’re not rejecting your brilliant medical advice. They’re protecting themselves.
But what if that “no” isn’t rejection?
Their autonomy. Their dignity. Their hope.
When patients feel cornered, they’re not rejecting your brilliant medical advice. They’re protecting themselves.
4 Signs Your Surgeon Relationship Has Shifted
Response Time: They reply to messages quickly
Question Direction: They start asking YOU questions
Access Level: They include you in future planning discussions
Referral Behavior: They introduce you to colleagues
bkrn.substack.com/p/mistakes-t...
Response Time: They reply to messages quickly
Question Direction: They start asking YOU questions
Access Level: They include you in future planning discussions
Referral Behavior: They introduce you to colleagues
bkrn.substack.com/p/mistakes-t...
Mistakes That Get Medical Reps Blacklisted From Entire Hospital Systems
And the tactical empathy technique that turns surgeons into advocates
bkrn.substack.com
September 8, 2025 at 2:20 PM
4 Signs Your Surgeon Relationship Has Shifted
Response Time: They reply to messages quickly
Question Direction: They start asking YOU questions
Access Level: They include you in future planning discussions
Referral Behavior: They introduce you to colleagues
bkrn.substack.com/p/mistakes-t...
Response Time: They reply to messages quickly
Question Direction: They start asking YOU questions
Access Level: They include you in future planning discussions
Referral Behavior: They introduce you to colleagues
bkrn.substack.com/p/mistakes-t...
Read my latest Newsletter linked below to learn more about earning Providers trust as a Medical Sales Rep.
open.substack.com/pub/bkrn/p/m...
open.substack.com/pub/bkrn/p/m...
Mistakes That Get Medical Reps Blacklisted From Entire Hospital Systems
And the tactical empathy technique that turns surgeons into advocates
open.substack.com
September 7, 2025 at 7:11 PM
Read my latest Newsletter linked below to learn more about earning Providers trust as a Medical Sales Rep.
open.substack.com/pub/bkrn/p/m...
open.substack.com/pub/bkrn/p/m...
Check out my latest Newsletter on Substack.
Why This Nurse Started Using FBI Hostage Tactics on Patients
Subject Line: And why it worked better than anything they taught me in nursing school
open.substack.com/pub/bkrn/p/w...
Why This Nurse Started Using FBI Hostage Tactics on Patients
Subject Line: And why it worked better than anything they taught me in nursing school
open.substack.com/pub/bkrn/p/w...
Why This Nurse Started Using FBI Hostage Tactics on Patients
And why it worked better than anything they taught me in nursing school
open.substack.com
August 29, 2025 at 5:51 PM
Check out my latest Newsletter on Substack.
Why This Nurse Started Using FBI Hostage Tactics on Patients
Subject Line: And why it worked better than anything they taught me in nursing school
open.substack.com/pub/bkrn/p/w...
Why This Nurse Started Using FBI Hostage Tactics on Patients
Subject Line: And why it worked better than anything they taught me in nursing school
open.substack.com/pub/bkrn/p/w...
The Quickest Way to Build Trust: Listen First
Ever sat through a “scripted” explanation that completely missed your real question?
A simple tweak, starting with, “What’s on your mind about this?”, makes a huge difference.
When you validate what someone cares about, you gain trust.
Ever sat through a “scripted” explanation that completely missed your real question?
A simple tweak, starting with, “What’s on your mind about this?”, makes a huge difference.
When you validate what someone cares about, you gain trust.
August 12, 2025 at 6:17 PM
The Quickest Way to Build Trust: Listen First
Ever sat through a “scripted” explanation that completely missed your real question?
A simple tweak, starting with, “What’s on your mind about this?”, makes a huge difference.
When you validate what someone cares about, you gain trust.
Ever sat through a “scripted” explanation that completely missed your real question?
A simple tweak, starting with, “What’s on your mind about this?”, makes a huge difference.
When you validate what someone cares about, you gain trust.
Stop Talking At People, Start with a Question
Start conversations by asking, “What questions or concerns do you have right now?”
People feel heard, conversations become collaborative, and trust forms instantly.
Sometimes the best way to share expertise is to lead with curiosity.
Start conversations by asking, “What questions or concerns do you have right now?”
People feel heard, conversations become collaborative, and trust forms instantly.
Sometimes the best way to share expertise is to lead with curiosity.
August 10, 2025 at 1:15 AM
Stop Talking At People, Start with a Question
Start conversations by asking, “What questions or concerns do you have right now?”
People feel heard, conversations become collaborative, and trust forms instantly.
Sometimes the best way to share expertise is to lead with curiosity.
Start conversations by asking, “What questions or concerns do you have right now?”
People feel heard, conversations become collaborative, and trust forms instantly.
Sometimes the best way to share expertise is to lead with curiosity.
Please check out my latest Newsletter on giving patient education as a nurse using open-ended questions to improve patient outcomes.
open.substack.com/pub/bkrn/p/h...
open.substack.com/pub/bkrn/p/h...
How a Simple Open-Ended Question Changed My Approach to Patient Education Forever
I overestimated my teaching abilities.
open.substack.com
August 9, 2025 at 4:53 PM
Please check out my latest Newsletter on giving patient education as a nurse using open-ended questions to improve patient outcomes.
open.substack.com/pub/bkrn/p/h...
open.substack.com/pub/bkrn/p/h...
Want to build deeper patient trust? Start every conversation by clarifying limitations and possibilities. It’s not harsh—it’s empowering.
August 5, 2025 at 1:19 PM
Want to build deeper patient trust? Start every conversation by clarifying limitations and possibilities. It’s not harsh—it’s empowering.
It’s tough to tell someone a treatment isn’t a cure, but I’ve found most patients appreciate honesty, not false hope.
They want the truth so they can focus on real progress.
Read my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...
They want the truth so they can focus on real progress.
Read my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...
Honest Conversations Aren’t Harsh—They’re the Secret to Better Outcomes in Healthcare
"I want to make it clear, this device is not a cure…."
open.substack.com
August 4, 2025 at 1:47 PM
It’s tough to tell someone a treatment isn’t a cure, but I’ve found most patients appreciate honesty, not false hope.
They want the truth so they can focus on real progress.
Read my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...
They want the truth so they can focus on real progress.
Read my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...
Honest conversations with patients aren’t cold, they’re a true act of care.
Setting clear expectations builds trust and prevents disappointment down the road.
Take a look at my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...
Setting clear expectations builds trust and prevents disappointment down the road.
Take a look at my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...
Honest Conversations Aren’t Harsh—They’re the Secret to Better Outcomes in Healthcare
"I want to make it clear, this device is not a cure…."
open.substack.com
August 3, 2025 at 8:58 PM
Honest conversations with patients aren’t cold, they’re a true act of care.
Setting clear expectations builds trust and prevents disappointment down the road.
Take a look at my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...
Setting clear expectations builds trust and prevents disappointment down the road.
Take a look at my latest Newsletter on Substack for more.
open.substack.com/pub/bkrn/p/h...