What Patient‐Experience Data Reveal about Trust

Bibliographic Data

ID20334757
AuthorsThomas H Lee (0000-0002-2374-2037), Senem Güney (0000-0002-3109-8309), Deirdre Mylod (0000-0003-2338-0715), Deirdre E Mylod
Year2023
Volume53
IssueS2
PagesS46-S52
Publication date2023-09-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueThe Hastings Center Report (JOURNAL)
Journal identifiersISSN: 0093-0334 • E-ISSN: 1552-146X
PublisherWiley (PUBLISHER • GB)
DOI10.1002/hast.1523
PMID37963049
OpenAlexW4388675432
LanguageEN
Citations received1
References cited3

This essay analyzes two types of patient‐experience data to broaden and deepen understanding of trust in health care. Analysis of patients’ open‐ended comments shows a close connection between patients’ feelings of trust and their intent to recommend providers and provider organizations—a global measure to evaluate patients’ perceptions of care experiences. Patients’ comments also reveal the bidirectional building of trust between the patient and the caregiver. Trust gets built when patients perceive their caregivers to trust their knowledge of their bodies as well as when caregivers demonstrate caring behaviors that earn the patients’ trust. Patients’ ratings of a closed‐ended survey item on “confidence in provider” create the greatest differentiation for the global measure of patient experience—whether patients did or did not recommend a practice or provider. The essay also discusses related findings on pre‐visit friction and the use of humor by the caregiver to expand understanding of trust

Feeling · Health care · Perception · Trustworthiness · Healthcare Systems and Technology · Medicine · Nursing · Patient Satisfaction in Healthcare · Patient-Provider Communication in Healthcare · Psychology · Social Psychology

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