Reframe Hospital Business Objectives to Rebuild Trust

In the opening pages of their book “Reinventing the Patient Experience: Strategies for Hospital Leader” published in 2007, Christianson et al state that 56 percent of the American public trusts hospitals “somewhat,” “not much” or “not at all.”

Even more distressing are the descriptions the majority uses for hospitals that were once perceived as altruistic, humanitarian institutions:

  • Hospitals have been “transformed from charitable institutions to purely business enterprises.”
  • They are “impersonal and detached from the community.”
  • Hospitals “put economics ahead of patient care.”
  • They have abandoned the “traditional role as advocates for patient needs.”

Read more.


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