It is no coincidence that many healthcare systems are developing in the world, they consider trust as an important index on par with indicators of mortality rate, complications or waiting time for examination... in the strategy of building and developing healthcare facilities.
Trust is an invisible factor, but it brings real results. When people trust doctors and treatment facilities, they actively cooperate with doctors and comply with better treatment. When they have enough confidence, they are ready to examine at the grassroots level, contributing to reducing the load on the upper level...
Therefore, improving the quality of medical examination and treatment for people, in addition to improving the quality of human resources, infrastructure, techniques, standards, processes or digital transformation, must also pay special attention to building trust for patients through transparency in communication and experience.
transparency is not only to help patients understand, but also to make hospitals responsible for the quality of the services they provide.
In reality, people can accept waiting, can sympathize with overload, but they find it difficult to accept unclear costs or arising services that are not fully explained.
In particular, in the context of fake medical news appearing more and more on social networks as it is now, transparency is also a weapon against information disruption, helping people have a basis to distinguish between right and wrong and feel more secure when going to the hospital.
In fact, most of the patients' complaints do not come from expertise, but from the attitude of the medical team and staff.
An unclear explanation, an uncompromising look, an attitude that does not respect patients much in this group can increase psychological pressure on patients, especially the elderly, people with serious illnesses, or people in difficult circumstances.
Finally, trust needs to be built to become a seamless experience chain, not from a few visits or there is not much difference between the two types of Health Insurance and fee-based services.
Patients are not only interested in the moment they meet the doctor, but also in a very long journey at the hospital, from making appointments, taking tests, receiving results, re-examination, monitoring chronic diseases, remote examination...
In this series of experiences, only one stage is interrupted, which will make patients tired and easily develop a mentality of doubt. On the contrary, if this series of experiences is connected seamlessly, conveniently and consistently, it will strengthen trust and create peace of mind for patients.
With modern facilities, means, quality services and quality human resources, if accompanied by high confidence, the quality of treatment will naturally improve, the care model will be more humane and each hospital will truly become a safe, dedicated, reliable place, just as expected by society.
