This essay analyzes two types of patient-experience data to broaden and deepen understanding of trust in health care. Analysis of patients’ open-ended comments shows a close connection between patients’ feelings of trust and their intent to recommend providers and provider organizations—a global measure to evaluate patients’ perceptions of care experiences. Patients’ comments also reveal the bidirectional building of trust between the patient and the caregiver. Trust gets built when patients perceive their caregivers to trust their knowledge of their bodies as well as when caregivers demonstrate caring behaviors that earn the patients’ trust. Patients’ ratings of a closed-ended survey item on “confidence in provider” create the greatest differentiation for the global measure of patient experience—whether patients did or did not recommend a practice or provider. The essay also discusses related findings on pre-visit friction and the use of humor by the caregiver to expand understanding of trust.

中文翻译：

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患者体验数据揭示了哪些关于信任的信息

本文分析了两种类型的患者体验数据，以扩大和加深对医疗保健信任的理解。对患者开放式评论的分析表明，患者的信任感与他们推荐提供者和提供者组织的意图之间存在密切联系，这是评估患者对护理体验看法的全球衡量标准。患者的评论还揭示了患者和护理人员之间双向信任的建立。当患者认为护理人员相信他们对自己身体的了解，并且护理人员表现出赢得患者信任的护理行为时，信任就会建立起来。患者对“对提供者的信心”的封闭式调查项目的评分为患者体验的全球衡量创造了最大的差异——无论患者是否推荐某诊所或提供者。本文还讨论了有关访视前摩擦的相关发现以及看护者利用幽默来扩大对信任的理解。