Navigating trust, safety, and excellence in patient care

Susan Edgman-Levitan, PA, the executive director of the John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital, and Mike Woodruff, MD, an emergency medicine physician and senior medical advisor for Fidelum Health, discussed strategies to support team member safety and well-being, and offered insights on how to collaboratively enhance the overall quality of patient care and elevate the patient experience.

• Patient-Centered Care and Psychological Safety: Open communication and psychological safety are imperative for improved patient outcomes. Prioritizing patient-centered care and involving clinicians in shaping narratives are essential.
• Leadership, Psychological Safety, and Trust Building: Leadership thrives on psychological safety, emphasizing curiosity, vulnerability, and human factors design. Genuine apologies, deep listening, and co-creation of action plans rebuild trust effectively.
• Trauma-Informed Care: It is crucial to offer trauma-informed care training to all staff and apply social and psychological learnings to elevate care delivery. Additionally, a mindful approach to providing support for health care professionals during challenging events is essential.
• Healthcare’s Emotional, Tech, and Financial Future: The emotional and technological future of health care involves patient-specific data analysis, transparency in health care costs, and empowering patients to ask difficult questions.