Assessing Patient Perceptions of Telehealth

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Building Workforce Trust: Lessons from COVID-19

Building Blocks of workplace trust


Building Workforce Trust: Lessons from COVID-19


Trust before and during COVID-19

A new report by our patient experience partner Press Ganey shows marked variability in how the health care workforce feels about their organisation’s commitment to quality, safety and teamwork.

The remarkable progress of 21st-century health care has led to rising costs and chaotic experiences for both patients and caregivers. Levels of clinician burnout have increased, as a consequence of administrative hassles, inefficient workflow, process challenges with electronic medical records, and increased productivity demands.

The importance of trust in the workforce has been attracting increasing attention with the realisation that relationships among personnel and their connection to the organisational mission are critical to improving the performance of all types, namely; efficiency, safety, patient experience and other types of quality.

Press Ganey data has consistently demonstrated a strong correlation between patient experience and workforce experience. Many organisations were just starting to achieve success in breaking down silo management when the COVID-19 pandemic arrived.

By leveraging Press Ganey’s annual workforce engagement surveys, as well as several listening and analytical tools, this whitepaper uncovers the four critical elements to building trust with and among front line workers. It also includes a list of high-reliability leadership and universal relationship skills to build trust enterprise-wide.

The 4 building blocks of workforce trust

  • A circle of trust that encompasses all members of the workforce and leadership
  • Empathy, authenticity, and logic in leadership’s actions
  • A commitment to high reliability in safety and other key aspects of quality, including patient experience
  • A comprehensive data strategy that produces insights to drive performance

To learn more about building healthcare workforce trust, download the special white paper below.

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