6 Strategies for Building Patient Rapport During Telemedicine Visits vs. In-Person
Healthcare professionals are sharing proven methods for connecting with patients in both virtual and physical settings. Medical experts have identified six key approaches that enhance the doctor-patient relationship across different care environments. These evidence-based strategies focus on communication techniques that help practitioners build meaningful connections regardless of whether they're separated by screens or sitting in the same room.
Prioritize Clear Communication and Active Listening
One of the most effective strategies I recommend for building rapport during telemedicine visits is prioritizing clear communication and active listening. Since providers are not physically in the same room as their patients, it's crucial to greet patients warmly, acknowledge any concerns about technology, and create a welcoming environment from the very beginning.
I also recommend explaining medical information in simple, easy-to-understand terms and regularly checking to ensure patients feel heard and understood. Paying close attention to facial expressions and tone of voice can help providers gauge comfort and engagement, even through a screen. In fact, a 2023 American Medical Association study found that 78% of patients felt clear, empathetic communication greatly improved their virtual care experience.
However, In-person visits naturally provide physical cues and gestures that help convey empathy, but during virtual consultations, it's essential to be more intentional in expressing understanding and reassurance. By communicating deliberately, we can ensure patients feel supported, confident, and connected to their care, even from a distance.
Create Intentional Pauses During Virtual Consultations
The most effective strategy has been creating intentional pauses during virtual consultations. In-person visits allow for natural nonverbal cues—eye contact, posture, subtle gestures—that signal empathy and attentiveness. Those cues often disappear on a screen, making conversations feel transactional. To counter that, we slow the pace, acknowledge patient expressions directly, and use reflective listening to confirm understanding before offering medical input. This approach transforms what could feel like a digital transaction into a genuine exchange. It differs from in-person communication because it relies less on observation and more on verbal reassurance and active acknowledgment. Patients report feeling more heard and less rushed, which strengthens trust and compliance. In telemedicine, warmth must be conveyed through deliberate communication choices, not physical presence, and that awareness has permanently improved our overall bedside manner.
Ask Follow-up Questions and Maintain Visual Presence
Follow-up questions are even more important in the telemedicine context, since you can't rely on body language cues to the same extent. Even basic getting-to-know-you questions can do a lot to elicit important patient information. Another key strategy is to be as visually present on the video visit as possible. Make sure you have good lighting and a good camera angle, and look directly at the camera as much as possible.
Begin With Genuine Conversation Before Symptoms
As an ENT specialist, so much of what I do depends on visual cues: how someone breathes, speaks, or reacts when describing a symptom. In person, those things come naturally. On video, I had to create space for them. I started every visit with a few minutes of genuine conversation before diving into symptoms. It was about grounding both of us in the moment and easing the sense of distance that technology can create.
I also paid close attention to tone and pacing. Patients pick up on sincerity even through a camera, but they also notice distraction or rush. I found myself speaking a little slower, explaining each step of what I was doing or observing, and keeping eye contact with the camera instead of the screen. Those small changes built trust faster than I expected. Over time, I realized that the essence of rapport is the same, but telemedicine simply requires you to show that presence in a more intentional way.
Demonstrate Attentiveness Through Camera Eye Contact
Based on my experiences, the best way to establish rapport in telemedicine visits is to welcome the patient warmly and to demonstrate attentiveness, even if it's through a screen. I greet the patients with a personal message while maintaining eye contact by looking into the camera. Furthermore, I actively listen to patients' concerns and don't rush them. I often express my understanding of the patient's concerns by summarizing the concerns presented and asking clarifying questions to be responsive.
In telemedicine visits, compared to in-person visits, it is essential to place greater emphasis on verbal cues, as some nonverbal cues have been reduced. Therefore, I may be more conscious of my tone, the clarity of my explanations, and of checking in frequently enough to create a sense that the patient has been heard, in terms of communication and comfort. I may also try to say something reassuring, like, "I'm so glad you're comfortable in your home," or "I hope the tech difficulty wasn't too troublesome," as these are all ways to build rapport. Even though the mediums of communication changed, the overall principle remained the same- I demonstrated sincere interest and compassion, but how I established rapport changed slightly.
Combine Listening With Empathy and Structure
One of the most effective ways I build rapport with patients during in-person visits is by combining active listening, empathy, and intentional conversation. Rapport often develops naturally through small gestures, eye contact, and physical presence. I also ask open-ended questions that encourage patients to express their concerns thoroughly, and I paraphrase or summarize what they share to ensure understanding and validation. This structured and mindful approach fosters trust and helps patients feel supported.
