Trust as a factor for higher performance in healthcare: COVID 19, digitalization, and positive patient experiences (original) (raw)

COVID-19, digitalization, and positive patient experiences When people trust, they commit. When committed, they are efficient. When efficient, goals are attained. Hospitals that build a culture of trust with their employees, patients, and wider communities create long-term relationships and improve the competitive edge of their business. One of the most used definitions of trust defines the concept as confidence in the reliability and integrity of the exchange partner [1]. In their definition, Morgan and Hunt [1], associated trust with helpfulness, competency, responsibility, benevolence, honesty, and fairness as its vital components. Other researchers further define trust as a company's ability to respond to consumer needs in risky situations [2]. Companies that will put the interest and welfare of their consumers, employees, and wider community before their profits, particularly in times of healthcare crises, earn their trust and loyalty. A recent study published in the Harvard Business Review (HBR) [3] found that high-trust organizations have stronger performance due to higher employee productivity, a climate of