Constructing trust is essential in the connection between doctors and their patients, but it could be a fragile thing. On this episode of Off the Charts, we talk with Toweya Brown-Ochs, the director of diversity and inclusion at HealthPartners. She discusses how the impact of what people say is commonly more necessary than the intent and what it takes to be an ally in the fight against racism. Hearken to the episode or read the transcript.
Constructing trust with patients
Trust starts build up from someone’s first interaction with their care team. Every time a patient has a positive interaction, they make a small deposit in their trust piggy bank. After they have a negative interaction, that trust is withdrawn from that bank. The goal is to construct as much trust as possible so mistakes and miscommunications don’t bankrupt you.
As Toweya says, “We’re learning, we’re ever-changing, but we really want to start out from understanding the patients, the members, the community in which we serve… Being equal and just consistent isn’t similar to being equitable. And we must be equitable to the areas that we serve based on what they need, not only what we now have.” Attending to know patients and addressing their personal, specific needs may also help grow trust.
Intent vs. impact
When talking about trust, it’s necessary to know the difference between intent and impact. Intent is what someone means to attain through an interaction, whereas impact is how their words or actions affect the opposite person. For instance, a nurse explaining why a patient didn’t need to return into the hospital might intend to assist the patient avoid large hospital bills, however the impact could also be that the patient feels unwelcome.
Considering how your actions might impact the opposite person can enable you construct trust. Toweya and the hosts of Off the Charts speak about learn how to approach intent and impact.
What sets apart true allies
Racism, transphobia and other biases in the health care system make marginalized groups less prone to speak in confidence to their doctors. Toweya often hears people say they wish to be an ally, but what does that mean?
To her, an ally is someone who does greater than supports BIPOC-owned businesses and shows as much as Black Lives Matter rallies. An ally educates themselves on the problems to know why things are offensive, learn how to confront others and learn how to show up for the communities they support. Allies need to organize themselves to talk up.
Hearken to the episode to learn more about being a real ally, constructing trust with patients and why impact matters.