Trust has always been the foundation of the doctor-patient-hospital relationship. Patient trust can be defined as the faith put in by the patients on their doctors and the hospitals that they will be treated fairly and uninhibitedly. This trust comes in two forms: Interpersonal (in doctors) and Social (in hospitals). Interpersonal trust is developed on the basis of the following qualities: medical expertise, customer satisfaction and respecting patient’s time. Whereas social trust is developed on the information we find on mass media and the feedback received from former patients. Doctors and hospitals are supposed to be our life saviors. But what happens when we stop trusting these hospitals, doctors and their medical services? This lack of trust in them and their services can be described as patient trust deficit. Considering the current scenario reasons mentioned below are the root causes for this deficit. 1) Lack of transparency 2) Lack of patient safety 3) Ignorant medics and physicians 4) Low quality of service 5) Unreliable paramedics and local care

1. Do we trust our
hospitals ?
By

2. Doctors and hospitals are
supposed to be our life saviors.
But what happens when we don’t have enough trust
on hospitals, doctors and their medical services?

3. What is Patient Trust?
 It can be defined as the
faith put in by the
patients on their doctors
and the hospitals that
they will be treated fairly
and uninhibitedly.
 It’s the patient’s way of
putting confidence in the
services provided to him.

4. The tree of Patient Trust
Patient Trust
Interpersonal
(in physicians)
Medical
Expertise
Customer
Satisfaction
Respecting
patient’s time
Social (hospitals and
organization)
Information
found on
mass media
Feedback
from other
users

5. Today
Source : Mouthshut.com & ET
This leads to PATIENT TRUST DEFICIT

6.  Lack of trust in the medical
services provided to the patient.
 Having reservations
about a particular hospital
or treatment due to prior
inhibitions.
PATIENT TRUST
DEFICIT

7. Lack of
Transparency
Lack of
Communication
Ignorant
medics and
physicians
Lack of Patient
Safety
Low Quality of
service
5 element
which leads
Trust Deficit

8. But, the good news is..
Now Hospitals are trying to
reduce this Trust Deficit in
their own way.
Lets hear their words..

9. Max healthcare: A “family” test should be taken by
doctors while prescribing something.
“Just imagine that your action or decision impacts
one of your dearest family members. If you feel
uncomfortable... Do not do it ”
Ajay Bakshi
CEO
Max Healthcare

10. Fortis Hospitals: Patients of this hospital are visited by a
patient welfare officer who is defined as the “one-point
contact for all information.”
“ Patients are encouraged to contact the relevant
guest relations officer for any problem they
encounter during their stay ”
Aditya Vij
CEO
Fortis Healthcare

11. Manipal Hospitals has a phone number and an email address
that it displays in its establishments where patients or those
accompanying them can complain. “Any complaints that can
be verified through CCTV footage — cameras have been
installed at various locations — are acted upon
immediately ”
Dr Sudarshan Ballal
Medical Director
Manipal Hospitals.

12. Surgerica provides cost and quality transparency through a health care management
suite that delivers proven, measurable results for patients. By providing credible,
relevant, and precise cost and quality information, Surgerica has helped hundreds
of thousands of people, become smarter about how they find and utilize health
care.
Trusted &
Appreciated by