The hidden and not-so-hidden costs of the patient trust gap
Breakdowns in patient navigation can have consequences beyond patient frustration, contributing to missed appointments, avoidable emergency department visits and lost revenue for healthcare organizations.
Nichole Davis, founder and CEO of Wayfinder Patient Advocates, believes healthcare organizations should treat these breakdowns, which she calls "trust leaks," as operational problems that can be identified, measured and addressed. Her approach focuses on improving care coordination, equipping patients to make informed decisions and translating patient feedback into meaningful changes.
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