One key to successful outcomes in patient care is establishing rapport. But what is rapport? Rapport can be defined as a close and harmonious relationship in which the people involved understand each other’s feelings or ideas and communicate well. The relationship is characterized by agreement, mutual understanding, and empathy.
Effective rapport has been shown to improve patient compliance with treatment, positive clinical outcomes, and patient satisfaction. Communication (verbal and nonverbal) is the cornerstone for building effective rapport. So what communication skills can lead to better patient care?
- • Maintain Eye Contact – This communicates care and compassion. Accompanied by good introductions and supportive body language, your eyes can set the stage for a harmonious relationship.
- • Express Empathy – Empathy is the ability to understand the patient’s situation, perspective, and feelings. You need to be able to respect and empathize with your patients without becoming emotionally overwhelmed yourself.
- • Display Open Communication – Effective communication helps establish trust. Ask engaging questions; make it personal; and address patients’ concerns, expectations, and fears.
- • Be an Active Listener – Active listening is the practice of focusing on what the other person is saying instead of thinking about what you’re going to say next. It builds meaningful connections.
- • Maintain the Niceties – To sustain rapport, get to know your patient. Know and use their name. Compliment them and tell them about yourself. Acknowledge any differences you may have and keep your word.
To go a little deeper, let’s look at two of these skills: the importance of names and active listening.
Names: Theirs and Yours
It might seem like stating the blatantly obvious, but use each patient’s name when greeting them and also periodically throughout your conversation and oral care discussion. This is an easy way to get their attention. It’s also a sign of recognition and courtesy.
On to name tags. To wear or not? For the best in building rapport in a dental practice, the answer is yes. As annoying as they are, name tags are vital in business and clinical scenarios. They’re part of your professional brand and the impression you make on others — especially people you’ve never met before or those seeking confidence in the care you provide.
But name tags can be a conundrum. They often don’t stay in place, are sometimes illegible, constantly fly around on lanyards, and definitely interfere with clothing and accessories. And, really, where should they go? Here are a few tips.
- • Use Your Credentials – In the office, list either just your first name or full name. Include your credentials (e.g., DDS/RDH/RDA/CDA). When attending meetings or events, list your complete business name along with your credentials.
- • Place it on the Right – Put your tag on your right side to strengthen your presence. With your right hand extended, others’ sight line will track up your arm to the name tag, and then to your face and eyes.
- • Keep it Legible – If your tag is handwritten, print it rather than using cursive script.
- • Secure it – When possible, secure lanyards so your name is easy to read.
Finally, for temps or subs — if you’re the sub and work in different offices, use your own name tag. If you’re in a practice, keep name tags with your logo available that can be updated easily by hand.
Listening: The Top Rapport Builder
You know the feeling. You’re talking with someone, but you apparently aren’t being listened to. Now reverse this scenario. Do you sometimes leave your patient or team member in communication feeling alone and unheard? Are you really trying to listen?
Good listeners give focused attention to the person who is speaking — to their ideas, concerns, or problems — and work to understand and provide support. Learning to listen more than you speak can actually up your presence, generate success in communicating, and elevate the level of your patient care. So how can you be a more effective listener?
- • Be Present – “Tune in” with who you’re listening to; shut out any inner chatter or distractions that might be around you.
- • Ask Clarifying Questions – If you’re trying to understand, show empathy or gain trust, invite further conversation with open-minded questions that ask for more information (e.g., Do you mean …?).
- • Use Nonverbal Expressions – Maintain culturally appropriate eye contact, nod your head with interest and understanding, and use smiles and head tilts at appropriate times.
- • Use Supportive Body Postures – These include facing your body and leaning in toward the individual you’re listening to, and using open postures.
Ultimately, all of these ideas about good rapport can help form the basis for meaningful conversations, better care, and harmonious/pleasant relationships. How are you increasing rapport in your patient care?
Interested in learning more or scheduling a strategy call? Email us at support@kellyduggan.com or call 269.873.1598.
About the Author
Kelly Duggan is a registered dental hygienist (RDH), executive presence consultant and personal brand strategist, with combined expertise from more than 30 years in the dental and image industries. Her certified company KELLY DUGGAN Image Consulting, LLC (KDIC) is an award-winning member of the Association of Image Consultants International (AICI). With a focus on helping practitioners, teams and individuals in the dental and healthcare sector, KDIC is committed to elevating the experience and care that patients receive while helping practices gain in performance, productivity and profitability.
