Abstract
Trust is essential to effective healthcare. In general practice, trust is built through relationships;1 which is why empathy, communication skills, and continuity all feature strongly in models of professional training and practice. We currently recognise that trust is built on the ‘Caritas’ of our professional motto, Cum Scientia Caritas. Many, including Marshall1 have expressed concerns about the impact of current service changes on building effective relationships, and so the potential to undermine trust. But the upheavals of the last year have also bought opportunities for reflection. Relationships have undoubtedly been challenged and changed, meaning trust needs to be managed differently. One analysis showed that the strongest predictor of patients confidence and trust in their GP is if patients feel clinicians ‘take their problems seriously’.2 Patients need to feel that their problems are understood, explained, and addressed. But many of the …
Highlights
For a number of reasons, in the last year I have repeatedly found myself working in new practices with patients who didn’t know me, nor I them
As I sit and reflect on that experience, I recognise two phrases from patients that have commonly cropped up in my experience of establishing trust in remote consulting — and both relate as much to Scientia as Caritas
These observations are supported by our recent analysis of the evidence on supporting tailored use of medicines to avoid problematic polypharmacy (NIHR Journals Library, in press)
Summary
For a number of reasons, in the last year I have repeatedly found myself working in new practices with patients who didn’t know me, nor I them. As I sit and reflect on that experience, I recognise two phrases from patients that have commonly cropped up in my experience of establishing trust in remote consulting — and both relate as much to Scientia as Caritas. It allows the patients I am working with to establish if this clinician understands my context, my problems, and so can be trusted to offer advice tailored to my circumstances. It is a reminder that our job is to work with the person, not just manage a presented symptom.
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