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♪ [music] ♪

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I'm Tom Lee.

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I am a primary care physician and cardiologist.

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I practice part-time at Brigham Women's Hospital and
Harvard Medical School and I'm Chief Medical Officer

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for Press Ganey.

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I'm here at the AACC and I've
been asked to talk about trust.

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My organization measures how patients feel and what
they're experiencing and I was asked to talk about that

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and how it's relevant to people
who are working in laboratories.

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Every country in the world, in every part of life,
including medicine, we need to deal with that.

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We can't just roll our eyes about it.

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It affects vaccine use, it affects
everything and we all have to work

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to rebuild trust and increase it.

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People have actually given serious thought to trust
and there are three basic elements that Frances Frei

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from Harvard Business School has described.

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Showing empathy that you really get what
people are going through, showing authenticity,

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demonstrating you care, and then
having logic that you have a plan,

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you can react, you're going to do something about it
because good intentions are not enough to earn trust.

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For laboratory workers, it means more than doing a
good job, which is what we've always focused on.

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It means putting yourself in the place of the person
who ultimately benefits from your information.

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I think the patient is the final customer.

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So are they going to have more
sleepless nights than they need?

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Are they going to have anxiety that's
just not necessary that's preventable?

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What I'm hoping for moving forward is that we
all work together: lab scientists, clinicians,

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to meet people's needs, show them that we care,
show them that we know what we're going through,

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and then working together to reduce their
suffering, to reduce their unnecessary anxiety,

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to let them have certainty about when
they can expect to know something.

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And then if the plan needs to
change, let them know that.

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I know we can do better.

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♪ [music] ♪