Winner of the 2025 Bucksbaum-Siegler Institute Clinical Excellence Award, Dr. Kertesz reflects on the work of building a relationship before clinical decisions take shape, particularly with patients who arrive wary after difficult experiences with healthcare. He describes how poorly chosen language can instantly make a patient feel judged, forcing him to slow down and work his way back into the interaction. The discussion also underscores why understanding what a patient wants from an encounter is essential to how care is explained and delivered.