Building Trust into Care and Health Systems

Using the experiences of children with medical complexity and their families, this webinar will explore how trust develops over time through continuity, relationships and repeated interactions with services. It will provide practical guidance on developing trust companions: consistent people who help connect care across services and provide continuity throughout a person’s care journey.

The webinar will examine how trust can be supported through roles, team practices, service design and wider system change. It will also consider what services can do when trust has been damaged and how they can create the conditions for trust to be rebuilt.

Participants will explore how to:

• Assign clear responsibility for building and maintaining trust;
• Create continuity across teams, services and transitions;
• Design roles, processes and models of care that support trusting relationships;
• Identify and change system practices that undermine trust, including how trust can be repaired when it is lost.

Facilitated by:

Dr Karen Hutchinson

Senior Research Fellow, University of New South Wales

Dr. Dominika Lisiecka

Lecturer, Department of Nursing and Healthcare Sciences

Munster Technological University 

Learning outcomes:

By the end of the two webinars, participants will be able to:

• Recognise where trust is being built or eroded across a person’s care journey;
• Apply practical trust-building behaviours in conversations, decisions, handovers and transitions;
• Strengthen continuity and coordination through trusted relationships and trust-companion roles;
• Develop a trust recipe that responds to the changing needs of a person, family or care situation.