The Power of a Name: How Connection Starts with Being Seen

One of the most beautiful lessons I’ve learned through my work is the importance of names. A name is not just a label—it’s a bridge to connection, dignity, and trust.

I wear a name badge that says Susan, and lately I’ve noticed more patients glancing at it, taking the time to know my name. That simple act reminds me how powerful acknowledgment can be.

When I check in a patient, I make sure to say their name at least twice—once when I welcome them and again when I finish the process. I’ll point them toward the waiting area and often let them know we have bottled water available. It may seem small, but repeating their name creates warmth and shows I’m fully present with them.

On the phone, names matter just as much. I start with a greeting and my own name, then confirm the caller’s last name, date of birth, and first name. Throughout the call, I weave their name naturally into our conversation.

“Mr. Smith, I’ll place you on hold and reach out to your doctor’s team.” “Ms. Johnson, I’ll transfer you now to the right person who can help and give that person’s name.” “Yes, I’ll include that message for Dr. Lee, and Ms. Johnson, I’ll have them call you back at the confirmed number.”

Before saying goodbye, I always use their name one last time. It’s my way of making sure they know they were not just another call in the que—they were heard, cared for, and respected.

Over the years, I’ve noticed something: people respond differently when you use their name. They soften. They smile. They say thank you—not just for solving a problem, but for the kindness they feel in being recognized.

Acknowledging someone by name creates an instant connection and builds rapport. It tells them: “You are seen. You matter.”

In a busy clinic or on a phone line that never stops ringing, that small act can make all the difference. And honestly—it makes me feel more connected too.

💛 So today, I want to leave you with this thought: The power of a name is simple, yet profound. Say it often. Say it kindly. Because connection often begins the moment we are willing to see and call each other by name.