Providers can't just sit back and wait for their credibility to be restored—they need to proactively build it back themselves.
Public trust in healthcare and particularly in providers took a major hit during the COVID-19 pandemic—and it hasn't fully recovered.
Misinformation, inconsistent communication, and widening disparities in access to care have left many communities questioning not just the system, but the institutions at the center of it.
Now, hospital and health system CEOs shoulder responsibility that extends past the management of their organizations—they must rebuild the credibility and confidence that are foundational to delivering quality care.
The stakes are high
Trust in physicians and hospitals plummeted over the course of the pandemic, from 71.5% in April 2020 to 40.1% in January 2024, according to a survey study published in JAMA Network Open. Lower levels of trust mean a lesser likelihood that the public pursues vaccinations or seeks out care, which can lead to worse outcomes and a sicker population.
Not only does that go against providers' mission of caring for their communities, a decrease in utilization of services also threatens the financial viability of hospitals. Public perception can impact everything from patient volumes to payer relationships and philanthropic support. In this sense, trust is even a revenue issue.
Meanwhile, regulatory scrutiny continues to amp up with lawmakers demanding more transparency around pricing, quality, and equity. Trust and compliance are converging, putting more onus on hospital CEOs to treat transparency as a strategic asset and not just a requirement.
Though much of the focus will be external, one critical element of trust can't be overlooked: its impact on the workforce. If frontline staff like nurses and physicians feel ignored, unsafe, or undervalued, it reverberates directly into patient experience and public perception.
Change starts at the top
The path forward for hospital and health system CEOs cannot be paved without restoring the reputation of providers and their essential role in aiding and maintaining the well-being of communities.
The next webinar in our The Winning Edge series will explore what it takes for hospital leaders to restore that trust, both within their walls and throughout the population they serve. For CEOs, this effort goes beyond a PR initiative—it directly impacts patient outcomes, staff morale, and long-term sustainability.
Our distinguished panel includes:
- David Hartberg, administrator and CEO of Vernon Memorial Healthcare, and HealthLeaders Exchange member
- Ben Davis, president and CEO of Glencoe Health, and HealthLeaders Exchange member
- Jay Asser, event moderator and HealthLeaders CEO editor
This isn't just another webinar—it's your chance to learn from the best in the business and walk away with strategies you can implement immediately.
Join us as we face the problems, share solutions, and help you rebuild trust in your organization and in providers at large.
Register here to reserve your spot and see what other topics we have coming up.
Are you a CEO interested in attending our event and strategizing with other attendees? To inquire about attending the HealthLeaders Exchange event, email us at exchange@healthleadersmedia.com.
The HealthLeaders Exchange is an executive community for sharing ideas, solutions, and insights. Please join the community at our LinkedIn page.
Jay Asser is the CEO editor for HealthLeaders.
KEY TAKEAWAYS
Public trust in providers dropped by over 30% from 2020 to 2024, highlighting the dramatic loss of confidence in hospitals and physicians.
The consequences of declined trust impact care quality, workforce morale, and hospital finances.
Leadership imperatives to regain trust include improving transparency, equity, and staff engagement.