Gaining a patient's or family's trust and confidence influences the progress of the comprehensive assessment as well as the success of the entire episode of care. Click on either photo to hear techniques for accomplishing this.

Building Trust
Begin building this trust and confidence by establishing rapport when you telephone to schedule the Start of Care visit. Briefly explain the reason for the visit; obtain only the information you need to prepare for the visit. Be realistic about the times you have available for scheduling the visit. Once the visit has been scheduled, honor it. Consider: "You never have a second chance to make a first impression."

Clarifying Expectations
During the visit describe and clarify appropriate expectations for types of services that can be provided, visit frequency and duration, and consistency of care providers, depending on factors such as agency policies or pay source requirements. Because home care is not well-known by all patients, the patient or family may have extremely unrealistic expectations. It is much easier for a patient to have confidence in and trust someone who is open and honest.