Doctors, Employers and Trust in Healthcare

Let’s face it: trust in healthcare is at a crossroads. If it feels harder to build that classic doctor-patient bond, or if navigating your health benefits feels more tricky than ever, you’re not alone. Working with Dr. Jan Berger, we explored this important topic during our Midwest Business Group on Health 45th Annual Conference presentation in May as well as in the newest issue of Chicago Medicine. Happy to share some of our observations and solutions.

Why is trust in healthcare so fragile right now?

It wasn’t always this complicated. Back in the day, most doctors ran small practices, building relationships over years and even decades. Now, the system is bigger and more complex. Most
physicians work for larger organizations, and time is tight. Throw in polarized politics, the legacy of bias, rampant misinformation, and skyrocketing healthcare costs—and it’s no wonder trust is under pressure.

But here’s the thing: trust isn’t just a warm-and-fuzzy concept. It leads to better health. People who trust their doctors are more likely to get preventive care, follow medical advice, and have better health outcomes. And when trust falters, everyone feels it—patients, doctors, employers, and entire communities.

So, What’s Getting in the Way?

• Societal distrust is at an all-time high, and it spills over into healthcare.
• The politicization of science, financial pressures, and too much noise from unreliable sources on the internet all make things worse.

Plus, having insurance doesn’t guarantee actual access to care. Many insured patients still avoid getting care (or paying for prescriptions) because it just costs too much. Unsurprisingly, this hits lower-income families the hardest and chips away further at trust.

Focusing on Solutions: What Can Rebuild Trust?

Here’s the good news: solutions are within reach, and they’re already having an impact.

1. Double Down on the Patient-Doctor Relationship

• Make the most of every interaction. Even with limited time, listening actively and addressing patient concerns honestly lays a foundation of trust.
• Emphasize consistent follow-through. Predictability and dependability count more than ever.
• Encourage open communication—let patients know it’s okay to ask questions or bring in information from other sources.
• Activate hospitals and health systems to foster public health—as trust in institutions has shifted away from national organizations, hospitals and health systems are trusted authorities in “my community” that can share evidence-based health recommendations.

2. Harness the Power of Employers

Employers aren’t just benefit-providers; they’re trusted partners. The research shows that, while people may be skeptical of business in general, they often trust their own employer to look out for them.

• Benefit managers can boost trust by providing clear, transparent information about health plans and coverage.
• Employers can act as health advocates—working hand-in-hand with doctors to make sure their employees have access to high-value, affordable care.
• Leading employers are using innovations like value-based care and Centers of Excellence for complex procedures. These programs reward better outcomes, not just more procedures—and they help control costs for everyone.

3. Increase Transparency and Communication

• Address financial barriers head-on. Employers and providers should clearly explain the cost of care and support patients in understanding their benefits and options.
• Demystify the system—transparency about costs, coverage, and available resources decreases frustration and increases faith in the process.
• Use trusted messengers. Doctors and employers can work together to coordinate clear, honest messaging—through social media, newsletters, and workplace initiatives.

4. Meet Patients Where They Are

• Recognize that people get information from everywhere—online, from friends, from local experts. Doctors and employers should join these conversations, sharing accurate information in the channels where people are looking for answers.
• Frequent, relatable communication from doctors and employers can help cut through misinformation and make health advice feel more personal and trustworthy.

The Takeaway: Trust Is Everyone’s Job

Ensuring trust in healthcare takes teamwork from doctors, employers, and patients alike. By nurturing relationships, communicating honestly, advocating for fair and accessible care, and collaborating across the system, trust isn’t just possible—it grows and along with it, personal health.

The path isn’t easy, but it is clear: every trusted relationship, every honest conversation, every practical support offered, every act of transparency is a step toward a healthcare system that feels safe, credible, and trusted.