We talk a lot about psychological safety as leaders, but what about psychological safety for our clients?

Clients often come to us carrying anxiety, skepticism, or even fear. That may be rooted in past experiences with providers who didn’t listen, or in stories they’ve heard from friends or family. And when someone doesn’t feel safe, they stop asking questions, they disengage - and that can lead to worse outcomes.

Just like we create safety for our teams, we also need to create it for the people we serve.

Psychological safety for clients means creating a space where they feel heard, respected, and empowered to speak up. It means responding to concerns with curiosity rather than defensiveness. And it means validating their perspectives even when we don’t fully agree.

Have you ever had a client ask, “Is my last provider wrong?” or question a past recommendation? Instead of dismissing the concern, we can say, “I understand why you’d feel that way. Let’s talk through it.” That simple shift fosters trust and opens the door to collaboration.

This is especially important in brief interactions, like screenings or evaluations. If you only have a short window to connect, you need to build trust fast.

Here are three simple strategies that work for me:

• Use clear, non-clinical language:  Explain what you're doing and why, so they aren’t left guessing.

  
  

• Give permission to speak freely:  Let clients know it's okay to say “I don’t know” or “I’m not comfortable answering that.”

  
  

• Reinforce that they won't be judged: And make sure your tone and responses match that promise.

Psychological safety improves the care experience and supports better outcomes and client retention. When clients feel safe, they’re more honest, more engaged, and more likely to follow through. And yes, they’re more likely to refer others, too.

But remember: psychological safety isn’t just created by what we say.  It’s built through how we listen, respond, and show up.

Reflection Question: How do you know when a client feels psychologically safe with you? What signs do you look for? 

Reference

Fukami T. (2023). Patient engagement with psychological safety. Dialogues in health, 3, 100153. https://doi.org/10.1016/j.dialog.2023.100153