The Patient Trust Balance Sheet: Managing Experience as a Strategic Enterprise Asset
Monday, September 28, 2026 | 3:35 pm - 4:05 pm
ECRI Presenting on Patient Trust as a Strategic Enterprise Asset at 10th Annual Patient Experience Symposium
Session Description
Patient and community trust may be one of a healthcare organization’s most valuable assets and one of its greatest sources of risk, yet few health systems manage it with the same rigor applied to financial performance, quality, safety, or operations.
This session examines trust as a measurable organizational outcome shaped by the experiences of patients, families, clinicians, and staff. Using healthcare safety and culture data, along with lessons from failures in other industries, participants will explore a practical framework for evaluating an organization’s “trust balance sheet.” The discussion will highlight leading indicators of trust risk and examine how system design, psychological safety, Just Culture accountability, communication, and operational reliability influence whether trust is strengthened, sustained, or quietly eroded.
Learning Objectives
- Evaluate your organization’s trust strengths and vulnerabilities using a practical framework that supports more informed leadership decisions.
- Recognize early warning signs that patient trust may be weakening, allowing leaders to address risks before they affect safety, experience, reputation, or loyalty.
- Apply lessons from healthcare and other industries to identify hidden organizational vulnerabilities and strengthen strategies for building and sustaining trust.
About the Conference
The 10th Annual Patient Experience Symposium will take place September 28–30, 2026, in Boston, bringing together healthcare leaders, patient advocates, innovators, and industry partners to explore the future of patient experience, safety, trust, access, workforce, and AI-enabled care. The program will feature nationally recognized leaders, including Toby Cosgrove, MD; Amy Gleason and Michelle Schreiber, MD, from the Centers for Medicare & Medicaid Services; Laura Adams; Sue Sheridan; Marty Hatlie; and other prominent voices in patient safety, quality improvement, diagnostic excellence, and patient and family engagement. Join ECRI and other national healthcare leaders for three days of practical education, meaningful dialogue, and senior-level networking.
ECRI Speakers
Bevin O’Neil
Chief Transformation Officer, ECRI
Bevin O’Neil is the chief transformation officer at ECRI, a nonprofit organization focused on advancing effective, evidenced-based healthcare globally. In her role, O’Neil is responsible for developing and executing its global strategy. O’Neil has over two decades of private equity, fundraising and operating experience, and has sat on several boards. Read more on Bevin
Kristen Crandall, MSN, RN, CPN
Associate Director, Total Systems Safety, ECRI
Kristen Crandall is a nationally recognized patient safety leader and practicing pediatric nurse who translates safety science into operational reality, helping healthcare organizations build systems that prevent harm before it occurs. Kristen is a safety leader and integrator who bridges the gap between safety science and frontline clinical reality. She has authored peer-reviewed research on improving safety event analysis reliability and debriefing and regularly contributes as a speaker and educator on topics including systems thinking, high reliability, reducing preventable harm, safety culture, cause analysis and sustainable healthcare improvement. Read more on Kristen
Register
Join ECRI and other national healthcare leaders for three days of practical education, meaningful dialogue, and senior-level networking.
View the full agenda and register today.
Register using coupon code ‘ECRI’ to receive 15% off your registration.