Patient Trust: Building and Breaking It

This week, I got a bird’s-eye view of how healthcare providers build – and erode – patient trust, so that’s what this episode is about. Here are the articles I reference, in rough order of how I mention them:

Highlights include:

2:40 – JM: “Veterinary medicine has started copying the worst aspects of human healthcare.

11:57 – “50 percent of consumers trusted hospital quality information coming from doctors, compared with 13 percent if it came from health plans, and an even smaller percentage if it came from employers or government websites. Source: Health Affairs – To Improve Health Care, How Do We Build Trust And Respect For Patients?

13:50 – “More people report knowing or trying to find out whether a doctor had the interpersonal qualities they say are important. Fewer report knowing or trying to find out whether a doctor or hospital had the clinical qualities they say are important.” Source: Qualities that Matter: Public Perceptions of Quality in Diabetes Care, Joint Replacement and Maternity Care

14:09 – JM: “We want the best care but we don’t know how to judge that.”

14:25 – JM: “It’s because we don’t understand the medical issues that we need a way to rank physicians. It’s because we have to trust them and we don’t know if we should. And the things we are trusting them with are so huge, how can we afford to be wrong?

14:40 – JM: “We fall back on how does it feel to be around you? Because that’s a pretty good gauge for most people.”

15:18 – “More people recently diagnosed with type 2 diabetes and women who recently gave birth rate interpersonal qualities as very important, while fewer rate clinical qualities as very important.” Source: Qualities that Matter: Public Perceptions of Quality in Diabetes Care, Joint Replacement and Maternity Care

15:58 – “The most common interpersonal quality that people across all three groups say is very important for high-quality care is that the doctor makes time for patients’ questions and concerns.” Source: Qualities that Matter: Public Perceptions of Quality in Diabetes Care, Joint Replacement and Maternity Care

16:20 – JM: “Our system has literally been set up to erode the one thing that patients want to help them feel that they are getting high-quality care.

19:07 – “To increase patient loyalty and trust, we need to do a better job of ensuring that patients have a strong, positive emotional experience — from before they receive care to the moment they make it home and begin recovery.” Source: Patient Trust in Healthcare is Crumbling. This 1 Thing Can Rebuild It

21:50 – JM: “In healthcare, we keep expecting people to feel cared for, even when they’re not being given care. They’re just given treatment. It’s amazing how it’s these little nurturing acts that we need in order to recover and feel whole.”

22:43 – “Providers’ trust in patients remains a neglected area on the trust research agenda.” Source: Trust in the Health-Care Provider–Patient Relationship: A Systematic Mapping Review of the Evidence Base

Leading with Health is the podcast where women dive into societal change through the lens of healthcare. Host Jennifer Michelle has a Master’s in Public Health and Epidemiology and is a certified EMT. As President of Michelle Marketing Strategies, Jennifer specializes in healthcare marketing.

Photo by Zdeněk Macháček on Unsplash