Mays Business School, Texas A&M University, College Station, TX; Institute for Healthcare Improvement, Boston, MA.
Pulmonary Hypertension Program, Department of Pulmonary and Critical Care Medicine, Henry Ford Health System, Detroit, MI.
Mayo Clin Proc. 2021 Jul;96(7):1896-1906. doi: 10.1016/j.mayocp.2021.03.035. Epub 2021 Jun 2.
When people think about trust in the context of health care, they typically focus on whether patients trust the competence of doctors and other health professionals. But for health care to reach its full potential as a service, trust must also include the notion of partnership, whereby patients see their clinicians as reliable, caring, shared decision-makers who provide ongoing "healing" in its broadest sense. Four interrelated service-quality concepts are central to fostering trust-based partnerships in health care: empathetic creativity, discretionary effort, seamless service, and fear mitigation. Health systems and institutions that prioritize trust-based partnerships with patients have put these concepts into practice using several concrete approaches: investing in organizational culture; hiring health professionals for their values, not just their skills; promoting continuous learning; attending to the power of language in all care interactions; offering patients "go-to" sources for timely assistance; and creating systems and structures that have trust built into their very design. It is in the real-world implementation of trust-based partnership that health care can reclaim its core mission.
当人们在医疗保健背景下考虑信任时，他们通常关注的是患者是否信任医生和其他医疗保健专业人员的能力。但要使医疗保健服务充分发挥其潜力，信任还必须包括伙伴关系的概念，即患者将临床医生视为可靠、关爱、共同的决策者，提供广泛意义上的持续“治疗”。有四个相互关联的服务质量概念是在医疗保健中培养基于信任的伙伴关系的核心：同理心创造力、自由裁量权努力、无缝服务和减轻恐惧。重视与患者建立基于信任的伙伴关系的医疗体系和机构已经通过几种具体方法将这些概念付诸实践：投资于组织文化；根据价值观而不是技能来雇用医疗保健专业人员；促进持续学习；关注所有护理互动中语言的力量；为患者提供及时协助的“首选”资源；并创建信任融入其设计本身的系统和结构。正是在基于信任的伙伴关系的实际实施中，医疗保健才能恢复其核心使命。
