Trust is the core of quality healthcare. If patients feel trust towards their caregivers, they will be more willing to share information openly, pose questions, adhere to treatment, and continue coming to the same clinic. Not only can such an attitude result in increased satisfaction from services, but also contribute to improved outcomes of treatment.
Trust cannot be established in one encounter with the patient. It is built gradually via minor actions, which include a warm welcome, active listening, honesty, and appreciation of the patient’s preferences.
Whether you are a physician, nurse, therapist, caregiver, or other professional working within the healthcare system, any interaction becomes your opportunity to gain trust.
The Importance of Patient Trust
People who go to see doctors tend to do so at times when they are under stress. They may be afraid of pain, diagnostic tests, surgery, or new diagnoses. It is easier for them to share information that will be useful in treating their problems if they trust their doctor.
This is one of the reasons that healthcare practitioners prefer relationship-oriented models such as the Direct Primary Care model (DPC) in which patients have increased interaction time with their practitioner, leading to increased trust between them.
Patient trust promotes openness:
- In the discussion of symptoms and concerns.
- In following medical recommendations.
- In attending follow-up visits.
- In feeling less nervous during visits.
- In participating in decision-making.
Start Every Patient Interaction with Dignity
Whether you work in a hospital, private practice, or a DPC (Direct Primary Care} (DPC) practice, every interaction helps shape your relationship with the patient. While DPC practices often allow for longer appointments and more personalized communication, healthcare professionals in any setting can build trust through respectful and compassionate interactions.
First impressions matter, and patients often begin forming opinions about their healthcare provider within the first few minutes of a visit.
Small things that can create a big impact include:
- Smiling and greeting the patient by name.
- Introducing yourself and explaining who you are.
- Sitting down, rather than towering over the patient.
- Maintaining eye contact but not staring.
- Not beginning with a question related to their health problem.
For example, instead of asking, “What brings you here?” while typing on a computer, try saying:
“Hello, Mrs. Ahmed. I’m Sarah, one of the nurses caring for you today. Before we begin, how are you feeling?”
Listen More Than You Speak
Often, all your patients want is to be heard. Listening actively means paying attention without interruptions. Give your patients sufficient time to share their worries before giving your opinion.
For example:
“From what I understood, the pain increases in the evenings. Is this correct?”
It will show that you have been listening, and the patient will have an opportunity to clear any misunderstandings you had.
Demonstrate Empathy through Your Words and Deeds
The patient may feel afraid, frustrated, embarrassed, or overwhelmed. While you may not always be able to fix all their problems, empathizing with their feelings can help build rapport.
Effective responses would be:
- “This is a really tough situation.”
- “I can see why you are concerned about this.”
- “Thank you for sharing this with me.”
- “We’ll get through this together.”
Simplifying Medical Terminology
There are many medical terms that patients can find confusing. Without understanding their diagnosis or course of treatment, patients can end up confused as to what their next move should be after an appointment. It is always best to keep things simple where you can.
Do not say:
“You have hypertension.”
But rather:
“Your blood pressure is too high.”
After explaining something, ask your patients to explain back what was said to make sure they understand.
Involve the Patient in the Decision-Making Process
The patient wants to feel that his/her voice counts. Whenever possible, it is necessary to describe the treatment options, point out the pros and cons of each one, and give the patient a chance to ask questions.
Seek Permission Before Performing any Action.
Consent is when a client gives their approval to an examination or procedure, and only after receiving enough information. It is important not to assume that silence implies agreement, since even routine procedures require seeking permission as well.
Example of what to say:
“Could we proceed with examining your shoulder?”
Privacy Should Be Maintained Always
Healthcare professionals receive highly confidential information from patients. Maintaining confidentiality leads to building trust. It increases the chances of a patient speaking openly if they know their information is kept private.
Some simple ways to maintain privacy include:
- Speaking in hushed tones about medical information.
- Closing doors or drawing curtains during examinations.
- Not discussing patients’ information in public places.
- Complying with policies regarding medical records at work.
Respect Every Individual’s Background
Every individual has his/her own set of beliefs, practices, language, and experiences. Try not to assume anything in terms of an individual’s preferences and beliefs. For instance, some individuals will wish to have their family members around during certain discussions, whereas others would like their privacy.
Maintain Honesty, No Matter What the News Is
Honesty is highly valued by patients, particularly in cases where uncertainties exist or expectations are not met. In case there are delays in testing, the treatment is not working as scheduled, or something went wrong during the process, do not evade discussing the matter and be honest in your explanation.
Provide your patient with information about what is going on, why there are any delays, whether you know the reason for that, and when your patient can expect to get an update.
Maintaining the Relationship After the Initial Appointment
Trust does not end at the conclusion of the visit. Patients gain confidence when they realize that their health care provider team knows who they are and follows through with their care.
Some ways to maintain trust are:
- Review the patient’s records before the appointment.
- Inquire whether anything has changed since the previous visit.
- Follow up following significant procedures, if feasible.
- Respond to calls or messages promptly.
- Be reliable. If you promise to call with test results, make an effort to follow through.
Real-Life Examples of Building Patient Trust
Scenario 1: A Fearful Child
A child has a fear of getting vaccinated. Instead of saying “Stop crying, it doesn’t hurt”, a nurse goes on her knees to meet the child’s eye level and says, “I understand you are frightened. I will let you know what will be happening next, and you can stay with your mom.” The child feels calmed after being heard.
Scenario 2: Hard-of-Hearing Elderly Person
An elderly person does not follow the instructions of the doctor because of his age-related hearing problems. Instead of yelling at the person from the other side of the room, a doctor sits closer, looks directly into the face of the patient, and ensures he or she understands everything before leaving.
Scenario 3: Patient With a Lot of Questions
A patient has recently found out about his disease and comes to the doctor with a lot of questions. Instead of rushing through the appointment, a clinician provides an answer to every question in understandable words, writes a treatment plan, and makes an additional appointment.
“Do” and “Don’t” for Establishing Patients’ Trust
By following these easy guidelines, medical professionals can establish their patients’ trust and make their interactions more enjoyable.
| Do | Don’t |
| Introduce yourself clearly. | Assume patients know who you are. |
| Listen without interrupting. | Finish the patient’s sentences. |
| Explain medical terms in plain language. | Use complicated words without explanation. |
| Ask permission before examinations. | Begin procedures without explaining them. |
| Respect privacy at every visit. | Discuss patient details where others can hear. |
| Encourage questions. | Make patients feel rushed or ignored. |
| Admit when you do not know something. | Guess or avoid honest answers. |
| Treat every patient with respect. | Make assumptions based on age, culture, or appearance. |
Common Blunders That May Ruin the Trust
Experienced medical professionals may still destroy their patients’ trust due to their usual routines. Almost all of these issues can be avoided with a bit of patience, active listening, and clear communication.
The most common blunders include:
- Staring at the computer more than at the patient.
- Interrupting the patient while he is talking.
- Speaking in a rushed or impatient manner.
- Making unfulfillable promises.
- Dismissing patients’ complaints just because they seem to be insignificant.
- Not explaining any delays.
- Providing contradictory information compared to that of other healthcare professionals.
- Failing to provide further treatment or follow-up after important tests or procedures.
Conclusion
A trusting relationship is built upon honesty, respect, open communication, and dependability. The patients do not just remember the service they were provided, but also the way healthcare providers treated them.
Each interaction can be used as an opportunity to foster the trust of the patient. Listening to them, maintaining their privacy, gaining informed consent, respecting their beliefs, and keeping one’s word builds trust in the healthcare setting.
