by Dr. Mack Hinson, President of Kinwell Medical Group
When I entered medical school, I had two goals: learn to provide the best care possible to my patients and to build lasting, trusting relationships with them. In order to cultivate those relationships, I was taught trust was everything.But today, that trust is eroding at an alarming rate. According to Gallup’s annual professions ratings, trust in medical doctors has dropped significantly — from 67% in 2021 to just 53% in 2024. This is the largest decline among all professions surveyed. As a longtime physician and healthcare leader, I’ve seen the effects of this decline firsthand. Patients feel unheard, struggle to coordinate care across multiple specialists, and often turn to the internet or social media for answers when their experiences with the healthcare system leave them feeling dismissed.A family medicine colleague recently told me that she is stunned by the number of new patients who are suffering from past traumas from their healthcare experiences. We should be healing, not traumatizing.
This erosion of trust is not just a challenge; it is a crisis that impacts patient outcomes, adherence to treatment, and overall well-being. The question is: how do we fix it?
One of the biggest challenges is the breakdown in continuity of care. Patients, especially those with chronic conditions, often see multiple specialists who don’t communicate with one another, leaving them to navigate conflicting advice, redundant tests, and confusing treatment plans on their own. At our clinics, we are addressing this by acting as the central hub for patient care. We coordinate referrals, ensure records are shared, and proactively follow up after specialist visits.
At Kinwell, we also believe in integrated care. That’s why we offer advanced primary care that includes behavioral health and lifestyle medicine. By addressing physical, mental, and preventive health needs in one place, we make it easier for patients to get the care they need without unnecessary referrals or long wait times. This approach not only improves health outcomes but also ensures patients receive comprehensive, coordinated support when and where they need it most.
Another critical issue is time. Too often, appointments are rushed, leaving patients feeling dismissed. While financial pressures in medicine incentivize seeing more patients per day, At Kinwell, we have been very intentional about our approach to allow for longer appointments, especially for those with complex medical histories. Trust is built when patients feel listened to, and making space for real conversations is one of the most effective ways to restore that trust.
Clear and transparent communication is equally essential. When patients turn to social media for medical information, it is often because their doctor didn’t explain their condition or treatment in a way that made sense to them. We are prioritizing simple, jargon-free language, post-visit summaries, and easier access to providers through patient portals. When people understand their care, they are more likely to trust it.
We also have to acknowledge that trust is not distributed evenly across all communities. Many patients, particularly those from marginalized backgrounds, have experienced bias in healthcare that makes them less likely to seek medical care when they need it. It is critical that clinicians understand the lived experience of their patients and reflect the communities they serve. Patients deserve to know that their concerns will be taken seriously, regardless of their race, background, or socioeconomic status.
The decline in trust between doctors and patients is real, and the frustration patients feel is valid. But trust can be rebuilt. It starts with continuity of care, better communication, cultural sensitivity, and a commitment to treating the whole person, not just their symptoms. Our patients must see us as advocates and partners in their health.
Restoring trust will take time, but it starts with listening, learning, and making tangible changes. We owe it to our patients, our communities, and the future of healthcare.
This op-ed originally appeared in the Saturday, March 29, 2025 edition of the Spokane Spokesman-Review.
