Clearly communicating a plan of care and then following through with those expectations will build trust. If I tell a patient that I will get back to them by the end of the day, then I make sure I do just that! Building patient trust is essential when dealing with something as personal as healthcare. I want my patients to know they are my priority. A quick phone call or message can keep them updated on their care and avoid unnecessary anxiety. Respecting ones personal decisions without judgement can also build a trusting nurse-client relationship.
Over the past 13 years I have been a nurse in office settings. I do as much pre visit planning as I can, I review the patients chart looking at past visit notes, look and see what other visits they may have had with specialists, surgeries, ED visits, urgent care visits, and results. I have the room set before the patient enters, have anything that I may need in order to room them. It's hard line between rooming a patient and giving them time to talk, but I also need to get the provider in quickly to keep the schedule moving. The pre visit planning helps significantly with this. I want patients to feel that I am competent and that I do know what is going on with them and that I care. I let them know what they can expect from our office, for example with one of the MD's I roomed for, I let new patients know that he runs behind, but he will spend the time with each patient based on what is going on with them. The patients appreciated the honesty, and in most cases, they were willing to wait without issue. I will explain the best way to contact the office and what typical response times may be for return calls, medication refills, etc. I also try to be realistic with what is possible. I let patients know what typical wait times might be for a specialist, I will tell them that the medication they want to try is most likely not going to be covered by insurance and they may need to research patient assistance programs. I try and be genuine, honest and be confident in my skills, so they know that they are getting the best care possible.
Patients in the hospital setting are often overwhelmed. They're meeting more medical professionals in a few days than they've likely seen their whole lives, and that can leave them wary. Building the kind of trust required for excellent care requires active listening. Far too many nurses and physicians are skilled only at delivering information. But the old adage rings true: You have two ears and one mouth, so divide accordingly. No matter how busy my day, I take the time to listen to any thoughts, worries, or complaints from the patient. It's not just about letting them vent -- I take their concerns seriously and truly attempt to get to the bottom of issues. Often, they have insights that help me guide them back to health more effectively. Once the patient feels heard, trust follows naturally, and they are more willing to take and follow my advice.
Have a conversation with patients in a private setting. By having these discussions in a setting that respects their confidentiality, laying a strong foundation of trust. Providing tailored care that addresses their specific needs.