I agree with you - listening is very important.

I worked in an ophthalmology practice when I was quite young many years ago. The head of the practice often had over 50 patients a day (one of my responsibilities was pulling the folders for all daily patients from the wall-o'-folders; this was in the age everything was on paper).

50 patients over 8 hours gives you less than 10 minutes per patient. I suspect a nontrivial part of the problem is being rushed.