A Tool for Building Trust in Healthcare

A Tool for Building Trust  in Healthcare

By Jake Poore - President and Chief Experience Officer, Integrated Loyalty Systems

In healthcare, the way we make people feel is as critical as the treatments we provide. The Human + Business + Human™ (HBH) tool brings a deeper level of connection to care, transforming interactions from routine clinical exchanges into experiences that are memorable, meaningful, and rich with “color.” Much like dining at a fine restaurant where you remember the warmth and attentiveness of service long after forgetting the exact meal, HBH turns ordinary care into exceptional experiences that patients remember not just for clinical precision, but for the way they were valued, seen, and heard. This article explores how HBH can build trust, minimize patient anxiety, and create what Florence Nightingale identified as essential to care: reducing the fear, uncertainty, and apprehension that can harm as much as physical ailments.
The HBH tool calls on healthcare teams to start with a human connection, conduct necessary business in clear, compassionate terms, and end on a human note, echoing the warmth of a meaningful exchange. This approach not only cultivates trust and connection but also builds a culture where excellence and compassion are inseparable, moving interactions from “black-and-white” processes to vibrant “Technicolor” care. By creating supportive, respectful environments among staff, we reinforce that patient experience is an “inside job”—patients will ultimately feel the warmth and respect that team members extend to each other. In striving for “always” in these practices, healthcare teams foster a patient-centered culture that brings out the best in everyone, one interaction at a tim

The credit earned from the Quick CreditTM test accompanying this article may be applied to the AHRA operations management (OM) domain.