Communicating Expectations with Patients: Building Trust and Clarity

One common challenge I’ve noticed among new graduates, students, and mentees is the failure to effectively communicate expectations with patients. Mastering this skill is a game-changer—it builds trust, aligns goals, and elevates the patient experience.

Why Communicating Expectations Matters

Clear communication about expectations helps to:

• Provide patients with a roadmap of your approach and thought process.
• Eliminate confusion and uncertainty during sessions.
• Foster trust by demonstrating professionalism and genuine care.

By improving how you convey expectations, you enhance your ability to connect with patients and guide them toward successful outcomes.

Setting the Stage for Success

A common pitfall is neglecting to explain what patients should expect throughout their physical therapy journey. Many patients may be:

• New to physical therapy.
• Carrying misconceptions or hesitations from previous experiences.
• Unfamiliar with how your clinic operates.

To address this, start every initial evaluation with a question like, “Have you been to PT before?” Based on their response, provide a clear overview of what to expect. For example:

“Today is your initial evaluation. We’ll start by talking through your situation so I can fully understand what you’re experiencing. Then, I’ll perform some tests to pinpoint what’s going on and explain the anatomy behind it. After that, we’ll begin treatment, which might include hands-on techniques and exercises for you to practice at home. Do you have any questions before we get started?”

This simple explanation helps patients understand the flow of the session, builds confidence in your expertise, and sets a foundation of trust.

Ongoing Communication

Effective communication isn’t a one-time event. Keep it going throughout the patient’s care:

• Between visits: Clearly outline what they need to do before their next session, such as specific exercises, activities, or monitoring symptoms.
• For follow-ups: Highlight what you’ll focus on during the next visit to keep them motivated and engaged.

Providing an overview of the entire plan of care, even if tentative, can be immensely beneficial. Whether working with a post-surgical patient who has a structured path or a direct-access patient with a more fluid plan, sharing your vision gives patients clarity and realistic expectations, building trust along the way.

Tips for Mastering Communication

1. Practice Your Delivery: Rehearse how you’ll explain each step of the process. Experiment with different phrasing to find what resonates most with patients.
2. Iterate and Improve: Use every interaction as a chance to refine your approach. If something doesn’t work, tweak it and try again.
3. Keep It Simple: Avoid overwhelming patients with jargon or overly complex explanations. Clarity is key.

The Bottom Line

Communicating clear, realistic expectations is one of the most powerful tools you can use to enhance your patients’ experience. By practicing and refining your communication skills, you’ll not only build stronger connections with your patients but also gain confidence as a healthcare provider. So start today—practice, experiment, and watch your relationships with patients flourish.