How One Neurologist Restored a Patient’s Faith in the Healthcare System

In an era where efficiency often eclipses empathy, one neurologist proved that deeply human care still exists — and that it can change everything.

For Cheryl Marker, a patient advocate and content creator, the journey through chronic illness has been long, painful, and often discouraging. 

“I’ve had a 24/7 headache for nearly three years,” she explains. “That was just the beginning. One chronic condition after another followed.”

But what made that journey harder wasn’t just the symptoms, it was the system.

“I was lumped in with chronic migraine patients and treated like a number,” Cheryl recalls. “There was no curiosity, no listening. One treatment even caused another chronic condition. I felt dismissed, unseen, and hopeless.”

That changed when she met a neurologist who did things differently, someone who listened, partnered, and cared deeply. The provider’s approach wasn’t revolutionary in technology, but in humanity.

In a healthcare environment increasingly defined by data, efficiency, and innovation, it’s easy to overlook what patients are really asking for: to be seen, heard, and treated like a whole person. 

In a conversation on Becker’s Healthcare podcast, Cheryl Marker, Owner and Illustrator of Dear Chronic Pain, and Evan Scheaff, AVP of Customer Strategy at NRC Health, explored a powerful truth: meaningful care begins with human understanding.

Cheryl shares her painful and personal story of navigating chronic illness. Evan offers a data-driven perspective. 

One theme rings clear between both sides. Treating people as unique individuals is essential to building trust and improving outcomes.

Here are five ways healthcare professionals can deliver that kind of unforgettable, human-centered care — the kind that restores trust and transforms lives.

One neurologist changed everything for a patient in chronic pain — just by listening.

Are your teams creating experiences that patients will remember for the right reasons?

→ Listen to the full podcast on Becker’s Healthcare.

Key takeaways

• Listening builds trust. When providers take the time to truly hear their patients, it can restore confidence and transform the care experience.
• Whole-person care matters. Understanding a patient’s life outside the clinic including their roles, responsibilities, and emotions is essential to effective treatment.
• Patients want partnership. Involving patients in decision-making and respecting their expertise about their own bodies leads to better outcomes and stronger relationships.
• Small gestures have a big impact. Thoughtful actions like a follow-up call or remembering personal details can make patients feel valued and seen.
• Empathy is the foundation of care. Clinical skill is critical, but leading with compassion is what makes care truly unforgettable.

In her first appointment with Cheryl, the neurologist spent four hours. When the appointment ran out of time, she called Cheryl on her way home to continue the conversation.

That one moment changed everything.

“I cried happy tears,” Cheryl said. “I didn’t know a provider like that even existed.”

According to Evan shared that Cheryl’s experience reflects what data shows at scale: 75% of frequent healthcare users are frustrated because they don’t feel known or heard by the system.

“Being treated as a unique person is twice as important in healthcare than in any other industry,” Sheaff notes.

Takeaway: Deep listening communicates value. Whether it’s 15 minutes or an extended consult, ensure patients feel heard, not rushed.

Cheryl’s pain was more than physical. As a mother of three, her chronic illness was affecting every part of her life, yet most providers never asked about it.

“There’s a lot of doctors who don’t even know I’m a mom,” she said. “That’s a huge part of how my illness impacts me.”

Sheaff echoes the importance of this context. “Over 99% of a patient’s life happens outside the clinic,” he said. “We need to understand what matters to them in that other 99%.”

Takeaway: Ask patients about their lives, families, and goals. Make the care plan about helping them get back to what matters, not just checking boxes.

One of the things that stood out to Cheryl was how actively her neurologist involved her in decision-making.

“She completely involved me in my treatment plans, specific to my medical history and sensitivities,” she said. “She respected my voice.”

This aligns with a key insight from NRC Health’s research: The three pillars of patient-centered care are Connect with me. Listen to me. Partner with me.

“You are the expert in your own body,” Cheryl reminds patients. “Don’t be afraid to advocate for your needs.”

Takeaway: Shift from “compliance” to collaboration. Empower patients to co-lead their care with you and trust will follow.

While Cheryl’s four-hour appointment was memorable, so was her provider’s phone call afterward. It was unexpected, personal, and meaningful.

“Even small gestures can feel huge when a patient is scared, exhausted, or in pain,” Sheaff says. “It shows they matter.”

Whether it’s sitting down at eye level, remembering a child’s name, or simply not rushing the goodbye, these human signals are often the difference between a good visit and a lasting connection.

Takeaway: Human-centered patient care doesn’t always require more time, it requires more intention.

What made Cheryl feel safe was not just the medical expertise, but the emotional presence of her neurologist.

“I could tell she wasn’t just there for a paycheck,” she said. “This is truly her passion, and she wanted to help me.”

That empathy, says Sheaff, is what patients are truly craving. “It’s about meeting them where they are — emotionally, physically, personally.”

Healthcare will always involve diagnoses, protocols, and treatment. But the experience of care is defined by how providers make patients feel.

Takeaway: Start every patient interaction with empathy — and let that guide every clinical decision from there.

Cheryl’s experience isn’t rare. But that’s the point. 

In a healthcare system that can feel overwhelming and impersonal, one provider who takes the time to listen can make all the difference.

“I truly feel like I’m in the best hands now,” she said. “And for the first time in a long time, I have hope.”

That’s what human-centered patient care is really about. It’s not just treating symptoms. It’s connecting, understanding, and reminding patients that they matter.

For healthcare leaders and care teams, the opportunity is clear: create the kind of experience patients carry with them, not because of the diagnosis, but because of how deeply they felt seen.

Ready to deliver care that patients will never forget? Start by listening. Start by connecting. Start with the human experience. → Contact us at NRC Health learn how we can help you personalize the care journey.