Measuring trust in healthcare and what patients value most

In an era of rapid technological advancement and shifting patient expectations, trust remains the cornerstone of effective healthcare. How do patients across the United States perceive their healthcare practitioners, and what factors influence these perceptions? Tebra's most recent study explores trust in healthcare, examining state-by-state variations, demographic preferences, and the emerging role of artificial intelligence (AI) in medical practices.

Tebra surveyed 1,007 Americans and uncovered insights into what patients value most in their healthcare experiences, from practitioner characteristics to the integration of AI in medical services. This article offers a comprehensive view of the current state of trust in healthcare and its potential direction.

Trust in healthcare providers varies across the US. This section examines which states have the most and least trusted family healthcare practitioners, with insights into regional differences in patient satisfaction and confidence.

Based on healthcare practitioners' ratings, Idaho patients seemed to trust their doctors most: More than half of family healthcare practitioners (51.1%) had ratings exceeding four stars. This suggests that patients in Idaho have generally had positive experiences with their family healthcare providers, inspiring trust.

At the other end of the spectrum, Maryland was least likely to trust providers. Only 27.2% of family healthcare practitioners in Maryland achieved ratings above four stars. This significant gap between the highest- and lowest-ranked states — nearly 24 percentage points — indicates substantial regional variations in patient trust and satisfaction with family healthcare services.

Trust is the foundation of effective healthcare relationships. This section explores how demographic factors influence patient trust in healthcare practitioners, revealing patterns across insurance types, gender, age, and generational preferences. We also touch on what patients value most in their relationships with healthcare providers.

A significant majority of Americans (78%) reported trusting their current primary healthcare practitioner. Insurance status played a major role in this trust dynamic. Individuals with private insurance showed the highest levels of trust (83%), while uninsured individuals were the least likely to trust their healthcare practitioners (50%). 

Gender and age also correlated with different trust levels. Women were 40% more likely than men to distrust their current healthcare practitioner. Across generations, Baby Boomers exhibited the highest trust levels, with 84% trusting their primary healthcare practitioner.

When it came to practitioner preferences, Americans generally favored older healthcare providers (44%). However, some generational differences were evident: Gen Z bucked the overall trend, with 31% likely to trust younger healthcare practitioners — the highest percentage among all generations surveyed. 

Overall, Americans also tended to favor female practitioners (37%). However, these preferences varied by gender. Male and female patients often prefer physicians of their own gender, influenced by communication styles and cultural values. Our findings reflected this: Men had a slight preference for male practitioners (26%) over female practitioners (21%). In contrast, women strongly preferred female (53%) over male (9%) practitioners.

Women consistently placed higher importance on several key factors in building trust with healthcare practitioners compared to men. Empathy and understanding were valued more highly by women; they were 17% more likely than men to consider these qualities important. Women also emphasized the significance of time spent during appointments, being 30% more likely than men to view this as a crucial factor in trust-building.

Active listening emerged as another area where women's preferences differed, with women 21% more likely than men to consider this an important habit for increasing trust. The most striking difference was in the respect for patient preferences, where women were 58% more likely than men to view this as a critical trust-building factor.Men, on the other hand, showed a notably different priority. They were 50% more likely than women to value emotionally aware diagnosis delivery as an important habit for increasing trust in a healthcare practitioner. Nurses don't always have clear guidelines on how to manage the emotional stress of sharing bad news with patients, making this a skill that can set healthcare practitioners apart from the rest.

As artificial intelligence continues to make inroads in the medical field, patient attitudes toward this technology are evolving. This section explores current sentiments about AI in healthcare, examining trust levels, generational differences, and future expectations.

Americans overall showed a slight tendency toward skepticism regarding AI in healthcare, with 36% expressing negative sentiment compared to 32% positive. However, this sentiment varied significantly across demographics. Men demonstrated a more favorable view, with 37% expressing positive sentiment versus 28% negative. Gen X also leaned positive, with 36% favorable compared to 31% unfavorable. In stark contrast, Gen Z was the most skeptical, with 49% harboring negative sentiments toward AI in healthcare.

The use of AI by healthcare practitioners could significantly impact patient trust. Nearly 2 in 5 Americans (39%) indicated they would trust their healthcare practitioner less if they used AI to assist them. This sentiment was particularly strong among Gen Z, with 55% expressing decreased trust in AI-assisted practitioners. On a positive note, 16% said AI use by their healthcare practitioner would increase their trust in them.

Despite these reservations, AI is already making its presence felt in patient care. Over 1 in 5 Americans (21%) reported receiving an AI-assisted diagnosis or treatment plan, with 53% of these individuals trusting the results. Another 43% of Americans would consider visiting an AI doctor, with men being the most open to this concept (49%).

As AI continues to be integrated into healthcare systems, patients are forming opinions about its potential impacts. This section explores the perceived advantages and drawbacks of AI in medical settings, as well as expectations for its future role in improving healthcare delivery.

Americans recognize both potential benefits and concerns regarding AI in healthcare. The most widely acknowledged advantage was the 24/7 availability for patient queries, with 43% of respondents viewing this as a top benefit. This suggests that patients value the potential for AI to provide round-the-clock access to medical information and support. However, concerns about AI's limitations were also evident. Misdiagnosis emerged as the primary worry, with 59% of Americans identifying it as their top concern.

When considering specific applications, many Americans (62%) believed that administrative tasks would benefit most from AI integration in healthcare. AI is great at handling routine, non-clinical aspects of healthcare, freeing up human medical professionals for more direct patient care.

Looking to the future, there's cautious optimism about AI's potential to enhance healthcare. Nearly half of Americans (46%) believe AI will improve healthcare within the next five years. Men showed the most confidence in this prospect, with 53% expecting AI-driven improvements. This gender difference in expectations aligns with earlier findings of men's generally more positive sentiment toward AI in healthcare.

We saw significant variations in trust levels across states, demographics, and attitudes toward AI integration. While empathy, active listening, and respect for patient preferences remain crucial, the healthcare industry must also grapple with the challenges and opportunities presented by AI. As we look to the future, the key to maintaining and strengthening patient trust lies in striking a balance between technological innovation and the human touch that has long defined quality healthcare. 

By understanding and addressing patient concerns while leveraging the benefits of new technologies, healthcare providers can foster a more trusted, efficient, and patient-centered healthcare system for all Americans.

For this study, Tebra surveyed 1,007 Americans about their trust level with healthcare practitioners and the future of AI in healthcare. Among the respondents, 49% identified as male, 49% as female, and 2% as non-binary. Generationally, 53% of the respondents were Millennials, 23% were Gen X, 16% were Gen Z, and 8% were Baby Boomers. As for insurance, 65% of the respondents reported having private insurance, 26% had public insurance, 9% were uninsured, and 1% reported other. Any percentages not totaling 100% when they should be is due to rounding.

In 2021, with a combined mission to unlock better healthcare, Kareo and PatientPop joined forces to form Tebra — a complete practice automation solution for independent healthcare providers. With an all-in-one, purpose-built platform to drive practice success and modernize every step of the patient journey, Tebra provides digital tools and support to attract new patients, deliver modern care, get paid quickly, and operate efficiently. To learn more about how Tebra is committed to improving patients' and providers' success and well-being, visit www.tebra.com.

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