Have you ever marveled that a new patient will share with you their most intimate secrets, just minutes after you initiate their medical history in the exam room? Patients will discuss what they might not share with friends, spouses, significant others, and even their clergy-person. This privilege should not be taken for granted.
It is time to pause and think about patients’ trust in physicians. This article will describe the current situation of declining trust in doctors and what we can do to regain the positive reputation we once held.
After the COVID pandemic, respect for the healthcare profession took a hit. Politics often overshadowed medical expertise. Patients arrived in our offices armed with a briefcase of downloaded material that was chock full of misinformation or content from unreliable sources. For many physicians, this became a source of frustration and disillusionment, because correcting misinformation was time-consuming.
The spread of misinformation has been amplified by political bias and has increased skepticism toward reliable sources. On top of that, the current era of artificial intelligence (AI) has further contributed to the proliferation of misinformation. While AI can offer the advantage of rapid access to information, the output may not always be accurate, and the content or data may be outdated. This is even more common in rapidly evolving fields like healthcare.
Trust between the public and physicians is clearly eroding. Let’s examine how we can regain that trust and restore confidence in the “MD” initials.
We must be proactive and combat misinformation by providing accurate, science-backed facts and educating patients about reliable sources of information. We must create accurate and credible content to share with patients, written in a language they can understand — for some patients, this may necessitate translating information from English to the patient’s native language. Accurate information can be shared via educational programs, pamphlets, and digital platforms, like social media.
We must also proactively address issues that could potentially diminish trust. This includes being transparent about medication side effects, medical errors, and complications, such as surgical outcomes that deviate from the norm. Sharing this information — rather than trying to hide the truth — can restore trust. Trust can also be eroded when patients get “sticker shock” from a medical bill after a procedure, or from the sky-high costs of medications not covered by their insurance, like GLP-1s for example. Being as transparent as possible with our fees can help.
Other efforts toward transparency are important too. This can include making patients’ medical records easily accessible and involving them in decision-making processes. An example would be utilizing patient portals where individuals can view test results, track treatment progress, and communicate directly with their physicians, emphasizing the importance of continuous, open communication.
Rebuilding trust requires empathy. Empathy means putting patients’ needs, preferences, and values at the forefront of healthcare delivery. It also means actively listening to patients and involving them in the discussion. The average physician interrupts a patient within 18 seconds of initiating the doctor-patient encounter. Physicians should strive to understand patients’ social, cultural, and emotional backgrounds before sharing insights and treatment recommendations.
Listening to patients also means asking them for feedback on their experience with the physician and the practice. Patient feedback can be collected through surveys and anonymous reporting systems. Encouraging anonymous feedback provides valuable insights for improving services, conveys to patients that their opinions are valued, and fosters a sense of being taken seriously.
Implementing changes based on anonymous feedback could also enhance patient outcomes and satisfaction. When patients see their feedback leading to tangible improvements, such as addressing care delays or improving access to care, they gain confidence in their provider’s dedication to quality care. This, in turn, boosts patient retention and builds trust in healthcare.
We want the MD initials to represent the expertise a doctor holds. This expertise is backed up with data and research that is then shared with patients. The more knowledgeable and informed the physician, the more trusted they become, leading to better outcomes and more trust.
To that end, investing in ongoing training and education is necessary to regain trust and ensure quality care. Some techniques for demonstrating medical expertise to patients include staying up-to-date on medical advancements, explaining medical jargon, and offering second opinions when necessary. This reflects a commitment to continuous learning and clear communication. It also shows that the provider is confident in their medical expertise while respecting patient autonomy. Such knowledge can also reassure patients, fostering confidence in their doctor’s dedication to continually maintaining their skills and practices.
Bottom line: Doctors previously enjoyed a high level of confidence and trust from patients. Regaining the trust we once had will be a process, but it is necessary if we are to restore the value of the MD initials.
Neil Baum, MD, is a urologist in New Orleans, the corporate medical officer of Vanguard Communications, adjunct professor at the Tulane University School of Medicine in New Orleans, and the author of The Complete Business Guide for a Successful Medical Practice.
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