North American Spine Society

NASS is a multidisciplinary medical organization dedicated to fostering the highest quality, evidence-based and ethical spine care by promoting education, research and advocacy. NASS is comprised of more than 7,500 members from several disciplines including orthopedic surgery, neurosurgery, physiatry, neurology, radiology, anesthesiology, research, physical therapy and other spine care professionals.

Fostering Trust From Start to Finish

The North American Spine Society surveyed its physician members to learn what they believed can best build trust with patients. They put forth five ideas to foster trust with patients from the beginning of a visit to the end: engaging patients by name, validating their concerns, reviewing imaging with them, asking them if they have any questions, and ensuring that staff members respond to patient calls within 24-36 hours. Why does this build trustworthiness? This survey generated a set of ideas for improving communication and putting patient interests at the center of the clinical visit.

How It Works

Caring for the patient begins when he/she first walks into the examination room and continues well past when he/she walks out the door. Each patient needs to feel that their best interests, emotions and overall health are at the forefront and the physician does that by humanizing the patient, being patient with them and making sure a staff member calls back in a timely fashion.

Engage the patient by name
Make sure the patient understands “we’re on the same team” and that their voice and concerns are validated
Review imaging with patients
Finish visit by asking if patient has additional questions
Make sure your staff answers patient phone calls within 24-36 hours, maximum

Skills and Competencies

Communication, empathy, kindness, follow-through and patience.

Origins

In a survey with more than 70 respondents, NASS physicians rated these practices among the most important things to foster trust with patients.

Scalability

This practice can and should be used in all doctor-patient communications.