Rapport building via reliable psychosocial support
humour, low mood
EVENTS
Evidence of rapport between the dietitian and the patient was apparent in both modes of the intervention. This was shown through moments of shared humour, and when a patient disclosed something personal or offered well wishes to the dietitian. Rapport building was enabled by the positive perspective, empathy, and reliability of the dietitian.Patients felt comfortable disclosing their personal feelings and events to the dietitian, such as admitting when they were experiencing low mood or were finding something challenging or frustrating. Soon after their diagnosis, one patient described experiencing ‘The dietitian promoted positive affect. In the context of negative experiences that patients faced with eating and drinking, a role of the dietitian was to encourage patients to find enjoyment in eating. When patients disclosed exciting upcoming personal events, achievements, or other good news, the dietitian expressed excitement. Social support that patients received from family or friends was also highlighted and celebrated by the dietitian.From the patient perspective, the dietitian was valued as someone to talk to who was a professional and not family or friends. Enjoyment was found in these conversations and gratitude was expressed to the dietitian for ‘…And thank you very much for what you’re doing …it’s good encouragement and that… Yes, it helps me think I’m getting somewhere. (Participant 4, telephone, week 8)For the mobile application participants, comfort was found knowing that messages would be responded to, suggesting that the dietitian was valued as a reliable source of support.…It was so good, because, you know, she didn’t really know me - I mean, you just develop a friendship, there’s no doubt about it, the kindness in her voice and that, but um, you know, once it’s finished, it’s finished. And um, yeah, so you can open up. (Participant 3, mobile application, post-study interview)