The report that came out in the spring focused on trust in healthcare in general, and found that the influence of insurance companies, pharmaceutical firms, and government involvement were the biggest drivers eroding trust. Cost, the billing process, wait times, and insurance coverage ranked lowest in terms of satisfaction.
Seventy percent of those respondents said improvements in honesty, compassion, and communication can substantially increase their trust in healthcare. That statistic aligns with the November report finding that a lack of communication/listening is one of the main reasons people begin to lose trust in the caregivers; just 1 percent of respondents said that concern about the healthcare provider’s competence was their reason to switch providers.
“Our data shows that trust doesn’t just correlate with emotional connection—it amplifies both the emotional and symbolic value people place on their care.
When trust is high, patients report greater peace of mind after receiving treatment, and simultaneously, they are willing to pay more for what they perceive as the best care,” said the new report from Monigle, an independent brand consultancy.
The data also showed that switching caregivers because of broken trust was broad across all demographic categories, with no standouts in age or location.
“When appointments feel transactional, when symptoms are dismissed, or when patients sense they’re being processed instead of cared for, trust weakens,” said the report.
To read the November report, “Humanizing Brand Experience: Healthcare Edition,” visit Monigle’s website.
To read the April survey results, visit “Fixing the Fracture: National Survey Reveals What Healthcare Leaders Must Know About Today’s Medical Trust Crisis.”
