What does it take to rebuild trust in healthcare, especially after it took a hit during the pandemic?

In this episode, we talk with Jennifer Baron, Chief Experience Officer at NRC Health, about the evolution & importance of trust in healthcare.

She breaks down the key drivers of trust and their role in shaping patient and provider experiences.

Jennifer has over 30 years of leadership experience in healthcare. At NRC Health, she focuses on improving human-centered care. Her work revolves around 3 core elements of reliability, competence, and respect.

She takes us through NRC Health’s research on trust and what they found. She also explains how trust has evolved and what healthcare systems can do to rebuild it.

🎧 Tune in to hear how NRC Health is making healthcare more human-centered and trust-driven.

Key Takeaways

Introduction (00:00 )

Jennifer’s healthcare journey to her current role (01:23 )

Role and creation of the Chief Experience Officer at NRC Health (05:46 )

Trust in healthcare: Key drivers and actions (08:27 )

Importance of competence and warmth in patient relationships (16:06 )

Generational shifts and their impact on healthcare (17:23 )

The rise of digital-first healthcare experiences (20:18 )

Advice for future healthcare executives (25:47 )

The growing need for healthcare professionals to be adaptable (28:17 )

Role of technology in improving patient care (31:43 )

Additional Resources

NRC Health 2025 Experience Perspectives Report: https://nrchealth.com/xp25/

Jennifer Baron’s LinkedIn: https://www.linkedin.com/in/jennifer-baron-cpxp-2802565/

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Fidelum Health LinkedIn Page: https://www.linkedin.com/company/fidelum-health/

Planetree LinkedIn Page: https://www.linkedin.com/company/planetree/

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Unlock the power of our HUMAN Brand™ insights model for enhanced patient, team member, and care provider experiences: https://fidelumhealth.com/

Learn how Planetree can help your organization deliver person-centered care at: https://www.planetree.org/