What to say to reassure a patient?: A guide for compassionate communication in healthcare

October 2, 2025 •

5 min read

According to research published in the Journal of Patient Safety, effective communication reduces medical errors and improves patient outcomes. Learning what to say to reassure a patient is a fundamental skill that fosters trust and reduces anxiety in clinical settings.

Quick Summary

Healthcare professionals can effectively reassure patients by using empathetic language, actively listening to concerns, validating their feelings, and providing clear, honest information about their care plan. This approach transforms the patient experience, builds rapport, and enhances trust.

Key Points

Empathy First: Before offering solutions, validate the patient's feelings and acknowledge their fears. Saying, 'It's understandable to feel anxious,' can build immediate trust.
Listen Actively: Show you are present by maintaining eye contact, using an open posture, and paraphrasing their concerns to confirm understanding.
Be Clear and Honest: Avoid medical jargon and provide a clear, step-by-step overview of the treatment plan to manage expectations and reduce fear of the unknown.
Empower with Information: Involve patients in their care by asking for their input and using the 'teach-back' method to ensure they understand their condition and plan.
Master Non-Verbal Cues: Your body language, tone, and willingness to sit down and make time for them are often more reassuring than any specific words you say.

The Foundation of Reassurance: Empathetic Listening

Reassurance isn't just a set of magic words; it's the result of a therapeutic relationship built on trust and empathy. Before you can effectively offer reassurance, you must first understand the patient's concerns. Actively listening is the cornerstone of this process. It involves giving your full, undivided attention, maintaining appropriate eye contact, and showing through your body language and verbal cues that you are truly present and hearing them. This approach validates their feelings and demonstrates that you see them as a person, not just a list of symptoms.

Validating Feelings and Normalizing Anxiety

One of the most powerful things you can do is to validate a patient's feelings. Statements that acknowledge their emotional state can immediately lower their defenses and build a connection. Instead of dismissing their fears, normalize them by acknowledging that their reaction is a natural human response to a stressful situation. For example, 'It's completely understandable to feel anxious about this procedure. Many people do.' This simple phrase can be incredibly calming, as it removes the patient's feeling of being weak or overly dramatic. Follow up by asking open-ended questions, such as, 'Can you tell me more about what's making you feel most worried?' This invites them to share their full story and allows you to address the specific anxieties they have.

The Power of Your Words: Phrases to Use

Using specific, intentional language can make all the difference in a patient encounter. Here are some examples of what to say to reassure a patient, categorized by their purpose:

To build immediate rapport and empathy:

"I want to make sure you feel heard. What's on your mind?"
"I'm sorry you're going through this. I'm here to help you navigate it."
"Let's talk through your concerns together. I have time for you."

To manage expectations and provide clarity:

"We're going to take this one step at a time, and I'll explain everything as we go."
"This is a manageable situation, and we have a clear plan to address it."
"I want to be completely open with you. Here is what we know and what we are going to do next."

To offer concrete, actionable reassurance:

"We have a fantastic team of experts working together on your care."
"I'll be checking in on you regularly. If you need anything, don't hesitate to let us know."
"We will do everything we can to make you as comfortable as possible."

The Importance of Non-Verbal Cues

Your body language speaks volumes. A calm, open posture can instantly put a patient at ease, while a rushed or distracted demeanor can heighten their anxiety. Here are key non-verbal signals to practice:

Maintain eye contact: This shows you are engaged and focused solely on them.
Assume an open posture: Avoid crossing your arms, which can appear defensive. Lean in slightly to show you are listening.
Sit down: If possible, pulling up a chair to sit at eye level with a patient makes the interaction feel less rushed and more personal.
Use appropriate touch: A gentle touch on the arm or shoulder, if appropriate and comfortable, can convey compassion and support. Always be mindful of personal and cultural boundaries.
Control your tone: Your voice should be calm, warm, and confident, never hurried or impatient.

Action-Oriented Reassurance and Setting Expectations

Patients often fear the unknown. Providing a clear roadmap of what to expect can significantly reduce their anxiety. Acknowledge their fears, and then pivot to a plan of action. This shifts the focus from their distress to a tangible path forward. Explain what will happen in the short term, what the next steps are, and what role they will play. This empowers the patient by giving them back a sense of control over their situation.

Patient Education and Shared Decision-Making

Empowering patients with information is a powerful form of reassurance. Use plain, easy-to-understand language, avoiding complex medical jargon. Involve them in their care plan by discussing options and asking for their input. This shared decision-making approach respects their autonomy and makes them an active partner in their own health. The teach-back method is a great tool here: ask the patient to explain the information back to you in their own words to confirm their understanding.

Addressing the Spiritual and Existential Fears

In some cases, a patient's anxiety may be rooted in deeper, existential fears. Acknowledging these fears with respect and compassion is crucial. While you don't need to provide spiritual guidance yourself, offering to connect them with a chaplain, a social worker, or other support services can be a powerful gesture. This demonstrates that you care for their entire well-being, not just their physical health. Remember, your role is to provide compassionate care, and that often involves connecting patients to the resources that best meet their unique needs.


Reassuring Phrases	Unhelpful Platitudes
"It's natural to feel that way."	"Don't worry, you'll be fine."
"I will stay with you until..."	"You just need to relax."
"Let's focus on the next step."	"Everything happens for a reason."
"We have a plan for your care."	"I know exactly how you feel."
"Can you tell me what you need?"	"Just think positive."
"This is a manageable situation."	"It could be so much worse."

Conclusion: The Healing Power of Words

Ultimately, knowing what to say to reassure a patient is about more than just reciting a list of pre-approved phrases. It's about combining genuine empathy and active listening with clear, honest communication. By validating their fears, providing a predictable plan of action, and showing respect through your words and non-verbal cues, you can transform a moment of anxiety into a moment of calm. This builds a strong foundation of trust that benefits the patient's emotional well-being and their overall health outcomes. Investing in compassionate communication is one of the most powerful tools a healthcare provider can wield.

Frequently Asked Questions

Acknowledge their fear directly and without judgment. Explain the procedure in simple terms, step-by-step, focusing on what they can expect and how their comfort will be managed. For example, 'I understand you're nervous about the MRI. I'll be with you to guide you through it, and we have ways to make you feel more comfortable.'

Stay calm and be a stable presence. Sit down if possible and offer a tissue. Use validating phrases like, 'It's okay to feel this way. Take all the time you need.' Listen quietly and don't try to rush them or fix their emotional state. Offer a moment of silence and let them know you're there to listen.

Use humor with great caution and only if you know the patient well and are certain it will be received positively. For a new patient or a sensitive situation, it is best to stick with compassionate, straightforward communication. A misunderstood joke can be damaging to trust.

Communicate clearly and consistently with the family, providing updates and setting realistic expectations. Acknowledge their concerns and let them know you are committed to providing the best possible care. Reassure them that you are involving the patient in decisions and that their loved one's well-being is the top priority.

Address their skepticism with patience and transparency. Start by acknowledging their feelings, 'I hear that you have concerns based on past experiences.' Focus on rebuilding trust by demonstrating your commitment to honest communication and involving them in every step of the decision-making process.

While technology can improve efficiency, it's crucial not to let it create a barrier. When interacting with a patient, make sure to give them your full attention, looking at them instead of a computer screen. Use technology as a tool, but prioritize human connection to provide reassurance.

Reassurance in this context is about providing consistent, ongoing support and focusing on managing the condition effectively. Acknowledge their long journey, offer positive reinforcement for their efforts, and discuss long-term strategies to maintain their quality of life. Empower them by celebrating small victories.