Mastering Surgical-Patient Communication: 6 Ways to Connect with Compassion and Build Trust Before Surgery

In the high-pressure world of the OR, it’s easy to focus on procedures and protocols, but connecting with patients through clear, compassionate communication is just as essential. Strong communication improves outcomes, builds trust, and ensures patients feel safe in your care.

Over the years, Kaycee L. Spendley, BSN, RN, has witnessed how even the smallest acts of empathy can profoundly impact patients. In her current role as periop nurse and Clinical Nurse Educator at Orthopedic & Spine Center of Southern Colorado in Colorado Springs, CO, she makes patient communication a top priority. Before surgery, Kaycee takes time to connect with each patient, ensuring they feel seen and supported.

“I focus on building trust by introducing myself, explaining my role, and addressing any concerns or fears they may have. These few moments of connection can significantly reduce a patient’s anxiety and build confidence in the care team.”

In education activities with her own team, Spendley incorporates specific strategies to enhance patient interactions at every stage of the surgical journey. This April, she’ll share these impactful approaches at AORN’s annual conference in Boston.

Curious for a sneak peek? Here are six preoperative communication strategies she uses to build trust and create meaningful connections with surgical patients before a procedure:

1. Introduce yourself and your role — Make the interaction personal by sharing your name and role. Patients feel more cared for when they see you as an individual who’s dedicated to their care.

2. Validate their feelings by acknowledging any fears or concerns — Use empathetic phrases such as, “It’s completely normal to feel this way,” to provide comfort and reassurance.

3. Clearly explain what comes next — Outline immediate next steps to reduce uncertainty and give your patient a sense of control over the process.

4. Throughout the interaction, use empathy and reassurance — Remind your patient that “We’re here for you,” to foster a sense of support and safety.

5. Be present — Maintain eye contact and actively listen without rushing. This shows your patient that their concerns are valued.

6. End with assurance — Confirm that all questions or concerns have been addressed and remind your patient that they are in good hands.

Expert Tip: Use Small Habits to Stay Grounded in Effective Communication

In the middle of a hectic day when time for patient communication can get lost in the shuffle, Spendley reminds herself that every patient interaction represents a chance to make a positive impact, no matter how brief.

To stay grounded, she relies on tools like checklists and pause points to address patient concerns effectively. “When I feel overwhelmed, I focus on my tone of voice and body language—making sure they remain calm and reassuring. I also try to treat each patient as if they were a family member, which helps me maintain empathy and keep communication at the forefront of care.”

Attending AORN Global Surgical Conference & Expo in Boston, MA, April 5–8?

Don’t miss Spendley’s session Navigating the Human Connection: Mastering Surgical Patient Communication to adopt her strategies and hone your own patient communication skills.