Top 3 Ways to Build Rapport with Patients

Hey reader!

You’re probably reading this because you have a hard time connecting with your patients.

You know… a patient walks in and after the normal chit-chat questions like ‘how was your weekend and how was your day…’ you’ve run out of things to say.

And then it gets awkwardly quiet… or worse yet, you start to force a conversation. You think you’re building rapport but in reality it’s probably just getting even more awkward – both for you and the patient.

So what goes?

First off, why is rapport important? Some sales trainers will say it’s because those who have rapport with you are easier to sell.

And that’s true.

However, as clinicians – this is not why rapport is immediately important.

Rapport is important because you need your patients to trust you… such that they commit to their rehabilitation plan.

So much of rehabilitation is in the patient’s belief that they’re going to get better – and part of that belief is if they buy you.

Do they feel they are in the best care?

Do they feel that you are the person that’s going to give them best care?

There are multiple clinicians who give basic programs that get people better because they have better rapport with their patients (which might be a testament to the fickleness of a ‘tailored program’, but that’s a story for another time).

So the question is – what is the best way to build rapport? In this piece, I’ll share with you my top three tactics to build rapport with my clients and patients. If you’d like to watch the video version, just click the video below. Otherwise, read on… reader!

Tactic #1 - First Name Buddies

In the all-time classic ‘How to Win Friends and Influence People,’ Dale Carnegie talks about using someone’s first name as a way to build rapport and influence. The exact theory is something like… because you grew up listening to your name, it’s the noise that stands out the most to you. And maybe because your parents used to speak your name lovingly, it feels nice when someone uses your name. (I don’t really get this to be honest, I feel like I’m in trouble when someone uses my name).

So when you can, start using your patient’s first name in conversation. However, most people actually spam this tactic too much and it ends up becoming excruciatingly awkward. Like someone scratching a blackboard with long nails.

Imagine your name is Fred, and your physiotherapist says this:

Hey Fred, thanks for coming in today, Fred. How can I help you today, Fred? Fred, the best exercise for you would be…

You can feel how awkward that’d be, right?

Personally, I’ve found the best time to use someone’s first name is when it acts as a conjunction or separation of a sentence.

For example, read aloud (or very loudly in your mind), the following two sentences.

1. Fred, I’d suggest doing some backward sled drags for your knee strengthening.
2. I’d suggest doing some backward sled drags, Fred… for your knee strengthening.

Now grammatically, you might find a) makes more sense. But phonetically, you’ll find b) to be more natural.

Let me give you another example.

1. Fred, I’m not really sure what to say but I’ll do my best.
2. I’m not really sure what to say, Fred, but I’ll do my best.

Same deal, right?

Tactic #2 – Educate me, Patient!

Let me ask you a question… how do you feel when someone asks for your expertise AND shows interest in it?

Pretty good, right?

In fact, so many physiotherapists love their job because they aren’t even aware that they feel validated by sharing their expertise that helps people.

People love being the expert.

That’s why technique number 2 is learning something from your patient. Your patient has interests. Why don’t you learn about that?

But I’m the physiotherapist, they should be learning from me.

Yes, they should – however during the ‘dead space’ of a consultation, which is not when you’re explaining treatment or exercises, then you have time to just chat.

That is when you find out more about your patient and when they show the slightest interest in something…

You ask more about it. Or better yet…

You tell them you hear some excitement in their voice.

You’ll be surprised how quickly your patients will open up when you give them the space to teach you something about themselves.

Remember that it doesn’t matter how rapport is built. Once it’s built – it’s influences everything else in the relationship.

Tactic #3 – Be helpful.

Look I know this sounds trite. But I can’t emphasise this point enough. Simply be a helpful person (not just a clinician) and you’ll find yourself building rapport with almost anyone.

A lot of physiotherapists try to compartmentalise their role as purely dealing with rehab. But the truth is, your patient is going to be speaking to you about lots of problems, and believe it or not you can provide some help or advice there. It only becomes an ethical issue if you start charging them for it (unless you’re dually qualified in something).

I used to have a high school patient who’d have recurrent knee pain and she’d come to see me after school. As I was treating her knee, she would ask me questions about the HSC, her career and university choices. In fact, the bulk of our sessions was talking about life.

And you know what? I knew that’s what she came for. Why?

All her functional and pain tests were fine. She said she had ‘pain’ but there was barely any functional loss nor did she ‘wince’ when she should’ve. Furthermore, if you’ve learnt something outside of physiotherapy that is useful, like cooking tips, or something for financial planning – there’s nothing wrong with sharing a resource or what you learnt.

These are all ways of building rapport with someone. You are not one-dimensional, nor are they. So be helpful and help people.

So to recap:

Tactic 1: Use their first name.

Tactic 2: Let them educate you.

Tactic 3: Be helpful.

I hope this helps you build more rapport with your patient! Wishing you happy treating and happy selling!

Until next time,

Phil