Speaking: Building Patient Rapport Flashcards

A frustrated patient raises their voice about a long wait. The best de-escalating response is to:

Answer: Acknowledge the frustration, apologise for the wait, and explain what happens next.

Validating the emotion and giving information reduces tension and restores rapport.

Which approach best involves the patient in shared decision-making?

Answer: Presenting the options and asking which fits best with their life and preferences.

Offering options and eliciting preferences treats the patient as a partner in care.

A patient with hearing difficulty struggles to follow you. The best rapport-building adjustment is to:

Answer: Face them, speak clearly at a moderate pace, and check they've understood.

Adapting your delivery and confirming understanding respects the patient and aids communication.

How should you respond when a patient asks a question you cannot answer immediately?

Answer: Be honest that you're not certain and explain how you'll find out for them.

Honesty plus a plan to follow up builds trust more than bluffing.

Which behaviour most undermines rapport during a consultation?

Answer: Repeatedly checking the time and looking impatient.

Signs of impatience tell the patient they are a burden and erode trust.

A patient seems embarrassed discussing a sensitive symptom. The best rapport response is to:

Answer: Reassure them that it's common and that they can speak openly without judgement.

Normalising the topic and offering a safe space encourages honest disclosure.

Why is checking the patient's understanding ('teach-back') valuable for rapport?

Answer: It confirms they've grasped the plan and shows you care that they understand.

Teach-back ensures clarity and signals that the patient's understanding matters to you.