Category: Webinars

Intentionally building trust through system changes

Posted October 25, 2022

In spring 2020, The Johns Hopkins Hospital’s medical intensive care unit (MICU) and Chaplain Elizabeth Tracey quickly realized that her colleagues were having a difficult time connecting with patients, and patients with their care providers, and devised a way for MICU clinicians to learn more about their patients in order to better treat them – through short audio interviews with family members. This Is My Story (TIMS) has since expanded beyond its COVID-19 origins and is being replicated at hospital systems across the country.

Chaplain Elizabeth Tracey, director of Johns Hopkins Health NewsFeed, and Richard J. Baron, MD, MACP, president and CEO of the American Board of Internal Medicine and ABIM Foundation, discussed how the two-minute connection provided by TIMS is building trust by giving care teams a humanizing window into the lives of patients who often can’t speak for themselves.

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Addressing the loss of trust in safety culture

Posted September 13, 2022

On March 25, 2022, former Vanderbilt University Medical Center nurse RaDonda Vaught was found guilty of criminal negligent homicide and abuse of an impaired adult for her role in the death of 75-year-old patient Charlene Murphey. The trial – a rare example of a health professional facing prison for a medical error that happened as a result of many contributing systems factors – was closely watched by clinicians, hospital staff, and patient safety advocates.

Patients, families, and the public must be able to trust that organizations providing care, and the oversight organizations that protect the public, are doing their jobs and can be held accountable. In addition, those who provide care must be able to feel safe to speak up and report mistakes (as is their professional ethical responsibility) to guide improvements that reduce harm.

Members of the Institute for Healthcare Improvement Lucian Leape Institute, Julianne M. Morath, BSN, MS, CPPS, an advisor and leadership coach in quality and patient safety; Susan Sheridan, MIM, MBA, DHL, a founding member of Patients for Patient Safety; and Susan Edgman-Levitan, PA, Executive Director of the John D. Stoeckle Center for Primary Care Innovation at Massachusetts General Hospital, spoke about this loss of trust from various perspectives.

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Building trust after causing harm

Posted June 13, 2022

From 1935 until 1973, the Milbank Memorial Fund paid for services associated with the burials of men who died in the course of the United States Public Health Service Syphilis Study at Tuskegee and Macon County Alabama. The funds included burial stipends that were used to incentivize their families to consent to autopsies.

The Fund has formally apologized to members of the Voices for Our Fathers Legacy Foundation (VFOFLF) and provided a financial gift. The Fund has also formed a partnership with VFOFLF and made organizational, programmatic, and communications commitments to racial equity.

Christopher F. Koller, President of the Milbank Memorial Fund, Lillie Tyson Head, President of VFOFLF, and Pamela Browner White, Chief Diversity, Equity and Inclusion Officer and Senior Vice President of Communications at the American Board of Internal Medicine and the ABIM Foundation, spoke about the importance of building trust by acknowledging past harm, committing to do better, and partnering for the long term to improve trust in the health system.

Building trust with the LGBTQ+ community

Posted May 20, 2022

Kyle Christiason, MD, the Medical Director for Unity Point Accountable Care, joined us to discuss the development of the Prairie Parkway LGBTQ clinic and share what he has learned about providing patient-centered care to the LGBTQ+ community he serves.

Achieving quality and safety in health care starts with trust

Posted May 17, 2022

For over 20 years, The Leapfrog Group has analyzed health care data on quality and safety so people can make better health care decisions for themselves and their families. But quality and safety cannot be assured without first building trust.

Leah Binder, President and CEO of The Leapfrog Group, and Richard J. Baron, MD, MACP, president and CEO of the American Board of Internal Medicine and ABIM Foundation, discussed how loss of trust can put patient safety in jeopardy, why transparency – both when things go right and wrong – is critical to building trust, and how lessons learned from the Building Trust initiative can lead to measurable improvements in quality.

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Building Institutional Trust

Posted April 19, 2022

During our April Learning Network webinar, we explored how institutions can build trust with patients and families.

Alan Dubovsky, Vice President and Chief Patient Experience Officer at Cedars-Sinai, spoke about the organization’s Experience Collaborative, and Candace Henley, Founder of the Blue Hat Foundation, shared her experiences acting as a patient and family advisor.

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The intersection between firearms and health care

Posted March 22, 2022

The U.S. represents the second-highest number of gun deaths in the world. AFFIRM at the Aspen Institute (AAI) is dedicated to decreasing firearm-related harms, injuries, and deaths using a practical, scalable, and immediate health-based approach.

Christopher Barsotti, MD, FACEP, FAAEM, Co-Founder and Program Director of AAI, Megan Ranney, MD, MPH, FACEP, Co-Founder and Senior Strategic Advisor of AAI, and Pamela Browner White, Chief Diversity, Equity and Inclusion Officer and Senior Vice President of Communications at ABIM and the ABIM Foundation, discussed AAI’s approach to firearm injury as a public health issue. Dr. Barsotti and Dr. Ranney also shed light on their work to reframe the national conversation surrounding firearm-related injuries and shared how they’ve built trust with gun owners and non-gun owners alike through community-led action groups.

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How to build trust at your organization

Posted February 15, 2022

Is your institution trying to rebuild trust, but you don’t know where to start? Or do you have success stories that would help others learn, but don’t know how to share them?

The ABIM Foundation’s Building Trust initiative was created to increase conversation, research and best practices to elevate trust as an essential organizing principle for improving health care. Health care leaders spoke about their efforts to build trust at their organizations. Micah T. Prochaska, MD, MSc, FHM, Assistant Professor of Medicine at the University of Chicago, Donna Cryer, JD, President & CEO of the Global Liver Institute, and Daniel Wolfson, MHSA, Executive Vice President & COO of the ABIM Foundation, discussed the tools they used, challenges they faced, and the successes they saw.  

Read Donna Cryer’s blog post: Trust that we won’t go back

Building trusting relationships by using the right language

Posted January 18, 2022

Philip Alberti, PhD, Founding Director of the Association of American Medical Colleges (AAMC) Center for Health Justice, and Pamela Browner White, Chief Diversity, Equity and Inclusion Officer and Senior Vice President of Communications at ABIM and the ABIM Foundation, discussed the AAMC’s new Center for Health Justice, which was created in 2021 to address health inequities and improve community health across the US.

Philip also offers insight into the newly developed health equity communication guide, which was published jointly by the AAMC Center for Health Justice and the American Medical Association to support clinicians’ conversations with patients. The comprehensive guide promotes a deeper understanding of equity-focused, first-person language and why it matters. Philip and Pamela discussed why this language is so important in building trusting relationships and its impact in delivering equitable care for all.

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Learning Network Webinar Series: Providing support following a patient harm event

Posted December 15, 2021

Thomas H. Gallagher, M.D., general internist, Associate Chair for Patient Care Quality, Safety, and Value, and Professor at the University of Washington, and Carole Hemmelgarn, MS, MS, Senior Director of Education for the MedStar Institute for Quality & Safety, and Senior Director for the Executive Master’s program for Clinical Quality, Safety & Leadership at Georgetown University discussed how UW Medicine’s Communication and Resolution Program (CRP) seeks to provide support for patients, families, and involved clinicians following a patient harm event by promoting empathic, transparent, and ongoing communication about what happened and what patients and families most need in its wake.

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