Rebuilding trust in health care

Deloitte
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Rebuilding trust in health care

Starting over the right way

In this Deloitte article, you'll learn about:
  • Many patients prefer to see a provider who looks like them/talks like them. But diversity among physicians in the United States is limited. Of the overall US physician workforce, 56% are white, 17% are Asian, 6% are Hispanic, and 5% Black. Boosting the number of diverse providers is important, but not enough. Focus group respondents said that genuine care for patient well-being and empathy, kindness, and fairness as well as the ability to clearly explain medical care and treatment decisions are the most important qualities they seek in a health care provider.

  • The need for empathy matters more to Black and younger respondents than White respondents. This shift is essential for creating a more equitable health system. Some individuals are more willing to get care through a nontraditional health partner, such as a community center, barbershop or public health agency. Health systems can establish more trust through a relatable forum and provide culturally appropriate public health messaging. For example, a 2018 study found that 64% of Black men brought their blood pressure to normal levels after a barbershops-based health intervention.

  • Patients and their communities need more power to voice their concerns and a place to do so. Health organizations need to take a humble step back and listen to what patients want and what consumers want them to do to earn back trust. Executives gave some ideas on how health organizations can amplify their patients' voices.
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