Abstract
Background The environment of the clinical setting of gastrointestinal endoscopy, the cognitive-affective communication of healthcare providers, and the ritual of administering treatments influence patients’ lived experiences. Modern medicine advocates patient-centered care (PCC), and effective therapeutic communication skills are increasingly recognized as essential for creating rapport between healthcare providers and their patients. Rapport can positively influence patient-reported outcomes. However, little is known about how healthcare providers establish rapport in a dynamic setting such as the endoscopy department. The aim of this study was to analyze the nonverbal tools used by healthcare providers working in the endoscopy department to create rapport.Methods We adopted an ethnographic phenomenological approach to study videotaped interactions of endoscopic procedures in a university hospital. Between May 2021 and June 2022, eight procedures were analyzed. The study included healthcare providers (sedation practitioners, endoscopists, and nurses) and patients involved in the endoscopic procedures. The main measures focused on nonverbal communication techniques such as body language as eye contact, gestures, physical touch, and body position.Results Healthcare providers employed nonverbal skills to create rapport, such as sustained eye contact, open postural body positions, physical touch like a soothing touch, and body lean. These elements are commonly seen as key components in one-on-one doctor-patient interactions and the establishment of rapport.Conclusions In conclusion, providing comfort and facilitating the management of emotions are crucial for establishing rapport with patients, whether in one-on-one doctor-patient interactions or within the dynamic endoscopic environment. Findings from this study may contribute to further research and programs aimed at enhancing and implementing therapeutic language and communication skills of healthcare providers in a broader setting.