“Hear with Heart:” Escape Room Training in Patient Belongings

San Juan Medical Center shares a hands-on learning approach that allows caregivers to understand what matters most to patients in the moment and how to actively listen to patients’ needs. “Hear with Heart is an escape room training exercise for providers and staff that is part of the medical center’s “What Matters to You?” program. The escape room experience uses a real-life lost belongings event as the backdrop for applying the program’s principles during service recovery.