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How can you build trust with providers to improve engagement?

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As a case manager, you know how important it is to collaborate with providers to ensure the best outcomes for your clients. But sometimes, it can be challenging to establish a trusting and productive relationship with them, especially if they are busy, skeptical, or unfamiliar with your role and goals. How can you build trust with providers to improve engagement and communication? Here are some tips to help you.

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Oscar Flores

Public Policy & Corporate Affairs, enabler of the corporate affairs practices and stakeholder management.
Flavio Lima

Speaker, Executive, Consultant | Management, Strategy, Innovation, Risk Management, Governance

1 Respect their expertise and time

One of the first steps to building trust with providers is to acknowledge and respect their expertise and time. Providers are often under a lot of pressure and have many competing demands on their attention. When you contact them, be clear, concise, and courteous. Explain who you are, why you are calling, and what you need from them. Avoid unnecessary interruptions and follow-ups. Show that you value their input and feedback, and that you are not trying to undermine or overrule their clinical decisions.

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Flavio Lima

Speaker, Executive, Consultant | Management, Strategy, Innovation, Risk Management, Governance
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In my over two decades of experience working in large companies, I realize the first crucial thing is to consider all your providers/suppliers, as your business partners. Typically, large companies view the providers/suppliers as a necessary evil and make it impossible to build partnerships with them. Second a non-exhaustive list of behaviors to foster the environment of trust: fairness, consistency, clarity, sharing goals and objectives. A the end of the day these will prepare the foundation of a long-lasting relationship.

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Oscar Flores

Public Policy & Corporate Affairs, enabler of the corporate affairs practices and stakeholder management.
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in my experience, consistency has been the key feature to build trust. You can't expect trust to be given "just because"; you must work it steadily. Depending on the ecosystem you are a part of trust will be built in months, and sometimes in years.

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2 Educate them about your role and goals

Another way to build trust with providers is to educate them about your role and goals as a case manager. Providers may not be familiar with what you do, how you can help them, and what benefits you can offer to their clients. You can use various methods to inform them, such as brochures, newsletters, webinars, or in-person meetings. Highlight how your services align with their objectives and standards, and how you can support them in achieving better outcomes, quality, and satisfaction. Provide examples of successful cases and testimonials from other providers.

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3 Involve them in the care plan and decision-making

A third way to build trust with providers is to involve them in the care plan and decision-making process for your clients. Providers are more likely to engage with you if they feel that they have a voice and a stake in the plan. Invite them to participate in multidisciplinary meetings, case conferences, or reviews. Solicit their opinions and preferences, and incorporate them into the plan. Communicate with them regularly and update them on the progress and changes of your clients. Respect their autonomy and authority, and negotiate any conflicts or disagreements.

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Oscar Flores

Public Policy & Corporate Affairs, enabler of the corporate affairs practices and stakeholder management.
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A boss that I learned a lot from, back in the day, once told me that it is important to always have in mind that you will get, most of the time, from your providers what you deserve. Hence, the importance of selecting among all potencial providers the ones that can offer us what we need in the first place, then evaluating the cost and if possible bargain with the intention of building long-term relationships.

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4 Appreciate and recognize their efforts and contributions

A fourth way to build trust with providers is to appreciate and recognize their efforts and contributions to your clients' care. Providers are human beings who need affirmation and validation for their work. Express your gratitude and praise for their cooperation and support. Acknowledge their challenges and difficulties, and offer your assistance and resources. Celebrate their achievements and successes, and share them with your clients and colleagues. Send them thank-you notes, cards, or tokens of appreciation.

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5 Seek feedback and improvement

A fifth way to build trust with providers is to seek feedback and improvement from them. Providers are more likely to trust you if they see that you are open to learning and growing from them. Ask them for their suggestions and recommendations on how you can improve your collaboration and communication. Listen to their concerns and complaints, and address them promptly and professionally. Implement their feedback and show them the results. Demonstrate your commitment and accountability to your clients and to them.

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6 Trust is a two-way street

Building trust with providers is not a one-time event, but a continuous process that requires time, effort, and mutual respect. As a case manager, you can use these tips to foster a trusting and productive relationship with your providers, and to improve your engagement and communication with them. By doing so, you can enhance your clients' care and outcomes, and your own professional satisfaction and growth.

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Oscar Flores

Public Policy & Corporate Affairs, enabler of the corporate affairs practices and stakeholder management.
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You should work under the assumption that you will receive what your give, trust, transparency and accountability works both ways.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you build trust with providers to improve engagement?

1

2

3

4

5

6

7

1 Respect their expertise and time

2 Educate them about your role and goals

3 Involve them in the care plan and decision-making

4 Appreciate and recognize their efforts and contributions

5 Seek feedback and improvement

6 Trust is a two-way street

7 Here’s what else to consider

Case Management

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How can you build trust with providers to improve engagement?

1

2

3

4

5

6

7

1 Respect their expertise and time

2 Educate them about your role and goals

3 Involve them in the care plan and decision-making

4 Appreciate and recognize their efforts and contributions

5 Seek feedback and improvement

6 Trust is a two-way street

7 Here’s what else to consider

Case Management

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