OET Speaking: Building Patient Rapport 4

Question 1

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

Accepted Answer

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

Answer

Tell them shouting won't speed things up.

Answer

Remain silent until they calm down.

Answer

Explain that staff are very busy and they must be patient.

Question 2

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

Accepted Answer

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

Answer

Choosing the option you think is best and telling them.

Answer

Listing options and immediately recommending one before they respond.

Answer

Asking them to decide without giving any information.

Question 3

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

Accepted Answer

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

Answer

Speak much louder for the whole consultation.

Answer

Ask a relative to relay everything instead.

Answer

Write everything down and stop speaking.

Question 4

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

Accepted Answer

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

Answer

Give a confident guess to maintain authority.

Answer

Change the subject to avoid the gap.

Answer

Tell them it isn't important right now.

Question 5

Which behaviour most undermines rapport during a consultation?

Accepted Answer

Repeatedly checking the time and looking impatient.

Answer

Maintaining comfortable eye contact.

Answer

Using the patient's name.

Answer

Summarising their concerns back to them.

Question 6

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

Accepted Answer

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

Answer

Move quickly past it to spare their feelings.

Answer

Joke about it to lighten the mood.

Answer

Tell them there's nothing to be embarrassed about and continue.

Question 7

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

Accepted Answer

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

Answer

It tests whether the patient was paying attention.

Answer

It allows you to end the consultation sooner.

Answer

It proves the explanation was thorough.