What Builds Trust Between Doctors and the People They Lead
A three-time cancer survivor remembers exactly which doctors she trusted, and it came down to small things: one held her foot before leaving the room. Jess Bunin, an intensivist, and George Mount, a rheumatologist, who together founded a leadership group, break down why trust is the fragile core of both clinical care and leadership, why uncertainty breaks it faster than anything, and why the hardest skill for any physician is learning to say I don't know.
Trust Is the Foundation of Leadership
Trust influences every interaction in healthcare. It shapes whether patients follow recommendations, whether team members speak up about safety concerns, and whether organizations can navigate uncertainty together.
In a recent KevinMD Podcast discussion, Drs. Jess Bunin and George Mount explored why trust is not simply a personality trait but a leadership skill that can be intentionally developed.
They highlight the trust model developed by Frances Frei, which identifies three essential components:
Empathy: Demonstrating genuine care and understanding another person's perspective.
Logic: Communicating clearly and showing sound reasoning, not just expertise.
Authenticity: Bringing your genuine self to conversations and relationships.
When one of these elements weakens, trust begins to erode.
One of the greatest challenges facing healthcare leaders today is uncertainty. Too often, leaders delay communication until they have complete answers. In reality, people tolerate uncertainty far better than silence. Sharing what is known, acknowledging what is still unknown, and committing to regular updates builds confidence even during difficult times.
The conversation also emphasized the importance of vulnerability. Healthcare professionals are often trained to project certainty, yet leaders who can admit, "I don't know," create psychological safety for others to ask questions, learn, and contribute.
Communication remains one of the strongest tools for building trust. Active listening, minimizing distractions, maintaining eye contact, and focusing first on understanding another person's perspective often matter more than having the perfect response.
Perhaps the most important reminder is that trust can be rebuilt. When relationships are strained, leaders should ask themselves whether the breakdown resulted from a lack of empathy, unclear communication, or diminished authenticity. Honest reflection, listening, and consistent follow-through can gradually restore trust.
Trust is not built through one extraordinary moment. It grows through small, consistent behaviors that demonstrate empathy, communicate clearly, and show people they matter. In healthcare, those everyday interactions are what ultimately create stronger teams, better patient care, and more effective leadership.
This version is concise enough for a newsletter or website educational feature while still delivering practical leadership lessons.