How to Build Rapport with Patients

Imagine a busy emergency department. A nurse must assess a patient experiencing significant pain and noticeable anxiety. Building rapport with the patient will help put them at ease in this stressful situation.

Arriving at a hospital, a patient’s first point of contact is often a nurse. They will be feeling unwell and uncomfortable, and possibly apprehensive—a nurse can reassure them and make them feel more relaxed.

Before diving deeper, we’ll first define rapport, explain why it is essential for both clinical outcomes and patient satisfaction, then we’ll offer practical, evidence-based steps for nursing clinicians to build rapport with patients.

What is rapport? Definition and meaning in healthcare

What is rapport with patients?

For this article, rapport is defined as consistent verbal and nonverbal behaviours by the nurse that promote trust, respect, open communication, and collaboration, beginning from the first patient interaction.

In its essence, it is about making the patient feel comfortable and safe, from the beginning.

How does rapport differ from trust, empathy, and the therapeutic alliance?

Trust and empathy are part of building rapport, but are distinct.
Trust encompasses rapport and psychological safety and is built up over a longer period of time.
Empathy is an ability that many medical staff have—showing that they relate to the patient by putting themselves in their position and appreciating their experience.
Rapport uses communication to demonstrate empathy and establish trust.
The therapeutic alliance refers to the formal relationship between the healthcare provider and the patient, within which rapport is a key component.

This article will provide an operational definition of rapport, making it practical and user-friendly for nursing clinicians.

Below are included practical examples and conversational templates nurses can use to build rapport.

Why rapport with patients matters: Outcomes and benefits

Why is rapport important in nursing?

Rapport is fundamental to patients feeling comfortable, safe, and supported.

This enables patients to talk more openly and accurately with their nurse about their medical condition. As a consequence, this helps medical staff make reliable diagnoses.

Building rapport can reduce patient anxiety in the healthcare setting, which then leads to less stress and more effective treatment.

For the nurses, rapport with patients is crucial. It can:

Increase their job satisfaction
Improve patient satisfaction scores
Reduce complaint rate

There are also key organizational benefits to patient rapport. Patient satisfaction improves retention. This is an obvious financial benefit to the healthcare provider who saves the cost of recruiting new patients.

Healthcare providers can also improve their reputation through building patient rapport, potentially reducing the incidence of malpractice claims. The same skills that are used to establish rapport with patients—active listening, empathy, trust—also benefit teamwork and job satisfaction.

Core principles of building rapport

There are some core ingredients to building patient rapport. These include:

Empathy
Active listening
Respect
Authenticity
Nonverbal congruence
Cultural awareness

All these elements help build rapport. This might feel overwhelming in a busy work environment, so let’s break down these elements into bite-sized chunks.

Empathy

Empathy is understanding and sharing another's feelings. True empathy means imagining yourself in the other person’s shoes.

Sympathy is feeling concern, but not really truly entering into another’s feelings. Empathy is deeper and must be authentic, not just offered through clichéd phrases.

Active listening

Active listening means focusing fully on the speaker. Its foundation is being non-judgmental and open.

Other elements include:

Maintain eye contact
Ask open-ended questions
Reflect back to show they understand
Ask questions when appropriate for clarity
Allow for moments of silence
Don’t interrupt or talk over the patient

Nonverbal communication

Nonverbal communication occurs without words.

Over half of communication is nonverbal. Body language, eye contact, and tone can be more important than words.

Nonverbal communication includes facial expressions, touch, and proximity. Always be appropriate, respectful, and culturally sensitive with touch or proximity.

Respect and dignity

Nursing clinicians must always treat patients with respect and dignity. Patients can feel vulnerable or uncomfortable when receiving care.

Nurses can practice small acts of respect to put them at their ease:

Use the patient's preferred name.
Apologize for long wait times.
Knock before entering a room.
Cover patients up to protect their modesty.

Practical strategies and scripts to build rapport quickly

Now that we know what makes up rapport, here are practical strategies and example scripts that nursing clinicians can use to rapidly establish connection in real-world scenarios.

What are some ways to build rapport with patients in a 5-minute assessment?

Nurses and clinicians can use practical strategies to create trust, ease anxiety, and establish a positive connection. Here are some examples:

First impressions and introductions

Start with a friendly introduction that clearly states your role and what you are going to do. For example,

“Hi, Ms. Cruz, I’m (name), your nurse today. I’ll be doing your check-up and asking you some questions to understand your symptoms. Is it okay if I call you Ms. Cruz?”

This establishes trust and sets expectations.

Using the patient’s name and personal details

Use the patient’s name 2-3 times to help them relax.

“Ms. Cruz, how are you feeling today? I see you’re from Franklin—that’s a lovely town.”

Adding personal details makes patients feel valued.

Small talk and finding common ground

Small talk helps patients relax. Choose easy topics like:

Weather: “It’s a nice day today, I enjoyed my walk this morning!”
Hobbies: “What things do you like to do on weekends?”
Family: “How is your family?”

Avoid sensitive subjects like politics or religion, which might be polarizing.

Teach-back and shared decision-making

Use teach-back to build rapport and engage the patient. For instance,

“Can you tell me in your own words what we discussed about your medication?”

This helps the patient feel included in decisions.

Handling emotion and de-escalation

If a patient gets upset, acknowledge their feelings.

“I can see that this is difficult for you, Ms. Cruz. I want you to know that I am here to help.”

Use calm, reassuring language and set boundaries if needed.

Telehealth and remote rapport tips

During virtual visits, keep the camera at eye level and maintain eye contact. Ensure that your name is on the screen, confirm the call’s privacy, and verbalize empathy:

“I appreciate that this is difficult for you, Ms. Cruz.”

These small acts help build rapport remotely.

Building rapport with specific patient populations

In addition to general strategies, it’s important to adapt rapport-building techniques for specific patient groups.

Here are some adjustments for different populations.

How to build rapport with patients who are nonverbal

To build rapport with nonverbal or cognitively impaired patients, nurses should:

Use nonverbal communication such as friendly facial expressions, appropriate eye contact, welcoming hand gestures, and sensitive, appropriate touch.
Adapt verbal communication, especially around pacing and clarity.
Focus on the person showing warmth and care.

How to build rapport with pediatric patients

Children may be sensitive to new healthcare environments, which can feel frightening when they’re unwell.

Getting down to their level (kneeling or sitting) can help a nurse make a reassuring connection.

The nurse can engage a child by using the child’s name and by sharing their name too. The tone of voice and easy, clear language will make a real difference to the child’s experience.

Time permitting, engage the child in play or ask about their interests. Once the nurse has created rapport with the child, they should then involve the parents.

How to build rapport with elderly patients

Elderly patients appreciate warmth and friendliness, but they can be sensitive to inauthenticity.

While it may be necessary to adapt communication, it’s important to build rapport with elderly patients by showing respect and avoiding being condescending.

People generally enjoy having their life experiences acknowledged, and this helps build rapport.

Nurses need to take into account any hearing or vision deficits, speak clearly, and allow patients more time to respond. It might be helpful to minimize distractions and offer to write down key information.

How to respect cultural and language differences

Building rapport with patients who speak another language can be challenging, but it can be made easier if there are interpreters available. When this is not possible, then welcoming appropriate non-verbal gestures will help. Tone of voice and body language can help with language barriers.

Nurses can respect cultural differences by asking the patient about their preferences. They should also avoid making assumptions and show respect for differences.

No two patients are the same. Nurses and clinicians must stay flexible and adapt to each patient group’s needs.

Common barriers and how to overcome them

It might not always feel easy for medical staff to build rapport with patients. They might be under a great deal of time pressure and feel rushed.

In these situations, micro-rapport building techniques can help. These simple actions can just take seconds but make a patient feel comfortable and at ease.

Some examples are:

Use the patient’s name
Ask open-ended questions
Express empathy
Smile and nod
Maintain eye contact
Use open body language

Another barrier might be that the patient speaks a different language, making communication challenging. Where possible, have an interpreter to help.

It’s also important to be aware of personal biases, which may hinder rapport building.

Healthcare clinicians are only human, and when under pressure, unconscious biases can come to the surface.

Organizational training can encourage awareness without causing embarrassment, and the reflective practices can reinforce this learning.

On an organizational level, it would be beneficial to have a team handover script and to use documentation prompts to maintain continuity.

Healthcare providers can also improve rapport building by providing appropriate training on a consistent basis.

Example scripts and checklist

Here are some ready-made scripts and a short checklist you can use to build rapport with your patients.

Introduction

“Hi, Mr Patel, I’m Anna, your nurse today. I’ll be asking you some questions about your symptoms and also doing a check-up. Is it okay if I call you Mr Patel?”

Obtaining history

“Mr Patel, can you tell me how you’ve been feeling over the past few days?”

Bad-news acknowledgment

“I know that this news might be upsetting, Mr Patel. It is okay to express how you are feeling.”

Teach-back

“Can you tell me in your own words when you will take your medication?”

De-escalation

“I can see that you are upset. I’m here to support you. Let’s both take a deep breath together.”

Discharge follow-up

“You will receive a phone call from one of our registered nurses this week. They will check up on how you’re feeling and how the medication plan is going.”

30-second rapport checklist

Introduce yourself and your role.
Use the patient’s name 2-3 times.
Ask one personal question (hometown or hobbies).
Express empathy for the patient.
Briefly explain the next steps.

Measuring and maintaining rapport over time

Here are some different ways that nursing clinicians can monitor patient rapport.

Discharge surveys

Hospital Consumer Assessment of Healthcare Providers and Systems surveys are used when a patient is discharged to measure their experience of the hospital.

Nurses and clinicians can use these to identify areas for improvement. For instance, they might receive feedback that they need to improve their communication.

Peer observation

Periodic peer observation might help nursing clinicians identify areas to improve. Colleagues might be able to make helpful suggestions, for example, about body language or eye contact.

Documentation

Medical staff should maintain clear and accurate documentation about the patient. This includes their personal details and preferences to help personalize care and ensure continuity during different shifts.

Training and resources for clinicians

Short training sessions can be an effective way to enhance rapport-building skills. These include:

Role-play: Nurses can practice stepping into the patient’s shoes, and this can develop empathy and help them understand the patient’s needs better.
Communication framework: Using the Situation, Background, Assessment, Recommendation (SBAR) framework ensures that communication is clear and concise.
Motivational interviewing workshops: These develop key skills such as active listening, asking open-ended questions, and verbalizing empathy.
Cultural competence training: Understanding different cultural beliefs, traditions, and heritage means that nurses can communicate effectively and understand patients better.
Microlearning: Workshops focused on developing empathy and patient-centered approaches help improve rapport-building skills.

Frequently asked questions

Building rapport is a central theme in nursing practice, and the following FAQs recap some of the most common questions clinicians have about applying it in real-world settings.

Use this as a quick reference to review core concepts—like communication, empathy, and consistency—that strengthen patient trust and improve care experiences.

Why is rapport important in nursing?

It makes the patient feel more comfortable and safe, leading to more effective overall treatment.

What are examples of rapport with patients?

Examples of rapport are engaging in small talk, verbalizing empathy, and using teach-back. Building rapport with nonverbal communication includes maintaining eye contact, using open body language, and positive facial expressions.

How do you quickly build rapport with a patient?

Introduce yourself using your name and title. Ask what they would like to be called and use their name 2-3 times in the initial meeting. Engage in small talk on neutral subjects like the weather or hobbies.

How do you build rapport with a difficult or noncooperative patient?

First, acknowledge their emotion and verbalize empathy. Listen patiently and respond in a calm, measured voice. Set boundaries when necessary.

How do you maintain rapport over multiple shifts?

Make sure to document the patient’s personal details and preferences so that there is consistency over multiple shifts.

How does cultural competence affect rapport?

Understanding different cultures, beliefs, and traditions can help nursing clinicians be more sensitive and respectful.

How do you build rapport over telehealth?

Over telehealth, make sure the camera is correctly angled and maintain eye contact. Have your name displayed on the screen and reassure the patient that the call is private.

Put rapport building into practice

Building rapport is a vital nursing skill that improves the patient’s experience and treatment outcome. It is possible to build rapport even in short interactions.

Apply these rapport-building tips on your next shift, and continue developing your communication and empathy skills.

Browse PRN shifts near you with Nursa.

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