Building Confidence & Trust

avatar By Kim Lovell, LBSW
L.B.S.W. - Family Services Director

When you think of someone who is confident, who comes to mind? Is it someone who is close to you that you admire, or a movie star? How about an athlete? Maybe just someone you would like to be? Confidence is a feeling of self-assurance; a feeling of trust in a person, reliance; good faith.

It was once said, “People of capability inspire us.” What capability do you see in people that you believe are confident? What are those characteristics? Now think of someone who exudes low trust. Gandhi said, “The moment there is suspicion about a person’s motives, everything he does becomes tainted.” In hospice the moment we receive a referral, we start building that trust dynamic with our patients, families, doctors, hospitals, nursing homes, and community. In building that trust, we must present ourselves confident of the knowledge of hospice philosophy and services available to them.  You might ask, “How do we do that?”

First, we need to develop our integrity. We need to walk the talk. We need to have the courage to work in agreement with our values and beliefs. Do we stand behind what we say we are going to do? Do we walk in the presence of our core values set by the company? If it is mutually beneficial to the patient, then trust builds accordingly. Secondly, what are our skill levels and can the family see that in us? Are we able to solve problems quickly in crisis situations? Do we consult with other team members who have those skills and knowledge needed to solve problems?  What is our attitude toward the patient?  Lastly, do we deliver results? Have we met or even exceeded meeting the patient’s goal? What does your track record say about you? If our past results and current performance get things accomplished correctly we gain trust, confidence, and credibility to those involved, those who are watching us. And by word of mouth, that confidence and trust you gave to the patient is passed along to others who desire the same in their lives.

The National Council of Hospice and Palliative Professionals has identified some core principles that you may see in yourself or strive to have.  They are:  integrity, honesty, straightforwardness, fairness, love, kindness, civility, openness, authenticity, humility, recompense, gratitude, loyalty, respect, responsibility, accountability, performance, learning, continuous improvement, courage, clarity, and stewardship. If you serve in any position with Solaris Hospice, you probably have many of these core character traits that gain trust and confidence to those we take care of everyday at their end of life.

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