The Trust Prescription for Healthcare: Building Your Reputat

by Shore, David

• ISBN13: 9781567932409
• ISBN10: 1567932401
• Format: Paperback
• Copyright: 2005-03-01
• Publisher: Health Administration Press

Summary

With the healthcare industry under increasing scrutiny, hospitals and other healthcare providers must seek out ways of building trust, both within their organization and throughout the community. David Shore’s The Trust Prescription for Healthcare shows providers and organizations how to build their capacity for trust and trustworthiness and how to turn that capacity into a trusted reputation and brand.

The data is compelling: having both the trust of the community and a reputation as a trusted provider are at once good medicine, good business, and great leadership. Providers and organizations who make the investment in trust will find that they become more effective and efficient, both clinically and administratively.

This book guides readers in building a “trust capacity” with questions, ideas, and examples. It also spells out the return on investment that organizations can expect from building the trust brand. This book provides readers with tools, strategies, and techniques they can put to use in rebuilding their department, service, or organization into a trustworthy one.

Author Biography

David A. Shore, PhD, is associate dean and founding director of the Trust Initiative at the Harvard School of Public Health, where he also serves as executive director of the Center for Continuing Professional Education. Dr. Shore teaches the popular Harvard graduate course Strategic Marketing: Gaining Competitive Advantage Through Positioning, Branding, and Trust. A frequent speaker, he has delivered keynote addresses and provided consultation on six continents. He chaired the first, second, and third national Conferences on Branding, Positioning and Competitive Strategies in the Healthcare Industries and is frequently quoted by the media in such publications as The Wall Street Journal, The New York Times, INC, and Modern Healthcare. His work on brand, reputation, and trust is part of his larger work on market dynamics and the market strategies that most powerfully affect the creation of competitive advantage. In all of his work, Shore strives to build constructive links between theory and practice.

Table of Contents

Acknowledgments	ix
Introduction	xi
Part I: The Missing Element in Healthcare
What Is Trust, and Why Does it Matter?	3	(18)
The Trust Crisis and Healthcare Organizations	21	(18)
The Trust Crisis and Individual Providers	39	(14)
Healthcare Hype and Other Influences	53	(10)
What Happens When Trust Erodes?	63	(14)
Part II: Building Trust---and a Trusted Reputation
Thinking Differently	77	(12)
Understanding Branding	89	(12)
Raison d'Etre: Mission, Vision, and Values	101	(18)
The Building Blocks: Increasing Your Trust Capacity	119	(16)
A Reputation---and a Position---Based on Trust	135	(12)
Marketing Trust	147	(14)
Epilog	161	(4)
About the Author	165