The work of Building Trust is critical to improving American health care. The patient-physician relationship depends upon patients’ trust that physicians have their best interest at heart, especially during times when patients are particularly vulnerable. Similarly, trust between clinicians and the institutions with and for whom they work is essential to the efficient working of our health care system and ensuring patients get the care they deserve.

The submissions we have received from our Building Trust Collaborators affirm five dimensions of trust, which can be thought of as the “five Cs:”

COMPETENCY

Your organization delivers services competently, reliably and consistently, delivering on what you promised.

COMMUNICATION

Your communication shows me that you know me, respect me and humanize me.

CARING

Your actions demonstrate that you “care about me” and that you have compassion and empathy for me as a person.

COMFORT

Your organization makes me feel safe, you treat me fairly, and I feel a sense of belonging.

COST

My time, energy and commitment are rewarded, and the price I paid for services reflects the true and accurate value of care I received.

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Caring (24)

  • Discharge Virtual Visits

    NYU Langone Health

    The essential elements of trust – caring and competence – were provided to discharged patients through telehealth follow-up visits with the physicians who cared for them during their hospitalization, and care team members helped solve any identified problems.

  • Addiction Psychiatry Service

    Parkland Health & Hospital System

    A team-based approach to delivering inpatient addiction services, the service works to build trust with patients through a team-based approach, and relies upon community partnerships to link patients to the resources they need upon discharge.

  • The Village Project

    Parkland Health & Hospital System

    The project is an intensive case management-based intervention that harnesses peer navigation and integrated behavioral health services to improve the health outcomes of young HIV+ Black Men who have Sex with Men (BMSM).

  • SPARKS

    Parkland Health & Hospital System

    The program builds trust with employees at all levels of the organization by providing effective and compassionate support from their fellow employees at a time of vulnerability.

  • RIGHT Care

    Parkland Health & Hospital System

    Through its collaborative effort, the project has enhanced the trust of community members that mental health concerns can be addressed effectively and safely.

  • COVID Call Center

    Yale New Haven Health

    The call center, and its ability to triage sick individuals and facilitate connections for them with clinicians, communicates a strong message of caring and compassion to patients and enhances the reliability and consistency of services.

  • Access to Pharmacy Support for Members With Language Barriers

    Fallon Health

    Plan members have access to community pharmacies fluent in multiple languages, enabling consumers to consult with pharmacists or technicians in their native language.

  • Behavioral Health Resource Center

    SSM Health

    The behavioral health resource center offers patients dedicated social workers to help evaluate needs and connect them to the most appropriate care.

  • Hospital Experience Program

    CDPHP

    Admitted patients benefit from a coordinated care team that helps ensure full understanding of insurance coverage, expedites authorization decisions, and prepares patients to transition home.

  • Community Health Worker Program

    Novant Health

    The program brings integrated community health workers and a care connections specialist into a community resource center setting to make it easier for people to access critical resources.

  • Cardiology Clinic

    UW Medicine – Complex Care

    Nurses provide personalized supplemental services and support to high-risk cardiac patients to build trust and address social barriers to health.

  • Community Health Workers

    Baylor Scott & White

    Community Health Workers help patients navigate the health care system, facilitate self-management of chronic diseases, and connect patients to primary care homes.

  • Workplace embedded injury prevention advocacy

    WorkWell

    Workplace embedded physical and occupational therapists engage with workers, supervisors and safety professionals during ergonomics or rounding activities to promote injury prevention through collaborative problem solving.

  • Telerehabilitation Program for Physical, Occupational and Speech Therapy

    Kessler Rehabilitation Center

    Through the program, patients connect with a licensed therapist from the convenience of their own home.

  • Geriatric Medicine Clinic and Primary Care Physical Therapy

    Johns Hopkins Bayview Medical Center

    Physical therapists are trained to understand the social determinants of health and understand the impact of previous trauma on the healing process.

  • ASCP Patient Champions: Patient Advocacy and Education through Understanding the Role of the Laboratory in Patient Care

    American Society for Clinical Pathology

    The program educates new patients about specific types of diagnostics, laboratory tests, and pathology follow up so that they can better understand the reason for the test, what the results mean, and feel more confident about engaging with their physician on appropriate next steps.

  • Tell Me More®

    The Arnold P. Gold Foundation

    The program encourages patients to share aspects about themselves, such as their interests and personal characteristics, so that it can inform ongoing collaborative discussion, and ultimately, the mutual development of the care plan.

  • Fostering Trust From Start to Finish

    North American Spine Society

    The program generated a set of ideas for improving communication and putting patient interests at the center of the clinical visit.

  • One Thing Different

    Scripps Health

    The program gives staff and physicians the autonomy to do one thing of their own choosing to make a difference in the lives of their patients.

  • Ensuring Access to Needed Health Services During the COVID-19 Pandemic

    Humana

    During the COVID-19 pandemic, Humana connected with members to find out more about their specific needs.

  • “Safe Care, Your Way” Branding and Communication Campaign

    UnityPoint Health

    The program provides safe services while addressing patient concerns and preferences.

  • Communication and Resolution Program (CRP)

    UW Medicine

    The program provides support for patients, families and involved clinicians following a patient harm event.

  • Health Centers

    Walmart

    Health centers provide whole-person care, including primary care, dental, behavioral health, audiology and optical services.

  • Health & Wellness

    Walmart

    The practice administers vaccines and other offerings by collaborating with, and providing resources, to community partners.

Competency (12)

Comfort (4)

  • The Patient Affordability Framework

    Costs of Care

    The framework helps health systems and care teams develop strategies to make care more affordable for patients.

  • Price Transparency

    Novant Health

    Making services available to patients in locations that they already visit demonstrates caring and provides comfort and safety for patients from historically marginalized populations.

  • Transparency on Hospital and Surgery Center Billing Practices

    The Leapfrog Group

    The Leapfrog Group is working to set standards for health systems on ethical billing practices including price transparency, network matching, fair collections, comprehensible and comprehensive invoicing, fair pricing, and proper referral to assistance programs.

  • Northwestern Medicine African American Transplant Access Program

    Northwestern Medicine

    This program builds trust through racial concordance between physicians and patients, the use of lay language, and removing time constraints on the visit; this demonstrates care and increases patients’ comfort with this potentially life-saving process.

Cost (4)

  • The Patient Affordability Framework

    Costs of Care

    The framework helps health systems and care teams develop strategies to make care more affordable for patients.

  • Price Transparency

    Novant Health

    Making services available to patients in locations that they already visit demonstrates caring and provides comfort and safety for patients from historically marginalized populations.

  • Transparency on Hospital and Surgery Center Billing Practices

    The Leapfrog Group

    The Leapfrog Group is working to set standards for health systems on ethical billing practices including price transparency, network matching, fair collections, comprehensible and comprehensive invoicing, fair pricing, and proper referral to assistance programs.

  • Quality Verification Programs and THRIVE

    American College of Surgeons

    The program analyzes surgical procedures in order to reduce variation in cost, quality and safety.

Communication (10)