• Gaynor Lowndes

How To Build Rapport With New Clients


Building rapport can be likened to making a very profitable investment. The time spent in doing it is very small compared to the huge dividends it pays later in positive results witnessed between the managed and those being managed. ​



Develop a connection Care workers, must strive to feel and develop a connection with their clients. When patients feel a connection with their caregivers, the likelihood of trusting them and the care process increases. To form relationships based on respect and trust, it is important that caregivers spend quality time with their clients and their clients families. Patients need empathy. They must feel that the caregivers understands their situation and have a genuine interest in improving their independence. By simply giving their undivided attention to a client for a few minutes, a caregiver can build a rapport and a genuine sense of warmth that two hours of disinterested time together cannot provide. Show your clients that you care by interacting and spending time with them and remember that rapport building begins the moment you meet a client.

​Collaborate The approach you take with your clients is important. Don’t be dictatorial; rather approach your clients as a person who is interested in understanding their life’s challenges, but also has the right expertise to assist them. Collaboration is the key, with clients being part of the team. When clients are encouraged to talk, they reveal much about their health and, in this sense they become supportive of their services. Be friendly. First seek to know more about the client than their ailment only, but also let them know you’re working with them and they need to work with you. Gather as much information as possible about the client. Ask about family, job, hobbies and other interests. This helps to allay the clients anxiety resulting from the client visit. Make and maintain eye contact when discussing care options with your client and respond to the comments they make.

Manifest Interest and Empathize You cannot build a connection without understanding your client. You should know what is important to the client, their goals and desires. Make an effort to get this information if they have a care plan, ask permission to read it, but do not badger them. Let the client reveal their understanding of any problem and how they view it. Have a friendly chat, and after identifying your common interests, the information from the client will enable you to know how you can best help them. Always remember to follow your task list, if you have any questions you need to contact your supervisor. 

At HomeCare Australia, we believe that empathizing with our clients and viewing matters from their perspective is what connects us with them. We encourage all our caregivers to take this seriously, so that together we can achieve positive case management outcomes. When clients know that they are understood, they value the work we put into caring for them and see us as key part of their lives. This is what we, as an organisation should strive for on a daily basis.

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