Radio Advisory 277: Patient distrust is costing you. Here’s how to rebuild it.
Nov 25, 2025
Matt Cornner, Advisory Board strategy and operations expert, and Morghen Philippi, Advisory Board specialist in patient trust and experience, tackle rising patient distrust. They trace how societal trends and misinformation fueled distrust. They explain how distrust harms care quality, workforce stability, and finances. They outline trust’s core elements and practical leadership steps to rebuild relationships.
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Misinformation Fills Information Voids
- Misinformation and alternative communities give vulnerable patients explanations that resonate more than science.
- Matt Cornner warns this amplifies distrust toward institutions like the CDC and health systems.
Trust Drives Clinical And Financial Outcomes
- Distrust reduces preventive care uptake and referrals, directly harming clinical outcomes and revenue.
- Morghen Philippi emphasizes trust increases mammograms, vaccines, PCP visits, and referral follow-through.
Distrust Harms Workforce Safety
- Patient distrust correlates with increased aggression and violence toward healthcare workers.
- Morghen Philippi highlights workforce safety and burnout as direct consequences of distrust.