More Trust and Respect Please
Toni Land, MBA, BSN, CPXP, LCC
Public Speaker | President & CXO Landing Exceptional Experiences We partner with organizations to build cultures that improve patient experience measures and Leapfrog Hospital Safety Grade.
Two things — and price and convenience aren’t among them — can cause even satisfied patients to switch providers. More Trust and Respect, AHA 2021
According to a recent Huron Consulting Group, 60% of consumers say they would switch to another provider for more trust and respect. This is despite the fact that 75% of consumers are satisfied with their care.
So wait, stop the presses!! Even when my patients and families are saying that they are satisfied, the majority would leave our services due to lack of trust and respect. As an experience leader, we have consistently measured LTR (Likelihood to Recommend), OSAT (Overall Satisfaction), and/or NPS (Net Promoter Score) as indicators of patient and consumer loyalty and retention. I'm not saying that we shouldn't measure those things but I am pushing us to think.....is it enough? We often talk about drivers, but what are the drivers. Well, according to patients and families, the drivers are trust and respect. Fred Reichheld, creator of the Net Promoter System, recognizes that true growth occurs with loyalty and loyalty will not happen without trust.
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Without trust, there can be no loyalty - and without loyalty, there can be no true growth. Fred Reichheld
Trust is foundational to the clinician-patient relationship and necessary to instill confidence, improve relationships, increase adherence, and improve outcomes. Trust ranks among top determinants of good health behaviors.? Those with lower trust in the health ecosystem are less likely to engage in preventive care (e.g. have had routine check-ups in the last year) than those with higher trust (47% vs. 66%, respectively). 2022 Edelman Trust Barometer Special Report
Trust is a journey that we have to start in order help people be their best selves. To start on the journey, I think the first step is to actually ask the question. Let's stop tiptoeing around and only asking questions that drive trust and only asking questions that are an outcome of trust. Let's simply ask, do you trust us? As we ask the question, let's pause, lean-in and listen. Our patient and families will tell us what trust looks like to them and how we can deliver experiences that improve outcomes and increase loyalty.
Financial Wellness Advocate | Coach | Guide
2 年As Candi Castleberry?says, ‘we all desire to be treated with dignity and respect’ always and in all ways.?
I am the Life Sciences Practice Lead @Qualtrics, I help life sciences understand & execute Experience Management business solutions. My personal moonshot is validating EaaM - “Experience as a Medicine?”
2 年The impact of trust on preventative visits is staggering. In Gallup Poll after poll - Nurses and Doctors rank at the top for honesty and ethics - AKA Trust among professions YoY. Yet in the court of public for industries, health focused entities have a less than positive ranking. We have to get back to the core of trust - end to end in health. "Trust is defined as choosing to risk making something you value vulnerable to another person’s actions." " Distrust: Something important to me is not safe with this person in this situation (or any situation)." - Charles Feltman - The Thin Book of Trust And we all know what Gaga says about broken trust ....
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2 年Toni Land, MBA, BSN, CPXP Thank you for sharing. Interesting that the patient respect is a symptom not the root cause. If #nurses for decades have been overlooked and not felt respected wouldn’t those feelings trandsend down to the patient. In addition to lack of trust for the medical process. By showing #Nursing the respect it is entitled the encouragement works its way back to thw patient experience.