Employers now expect more from their health service providers. The fiduciary responsibility requires them to get the best benefits at the best price. This quest for excellence influences their choices and expectations for partners.
During a recent discussion at the Midwest Business Group on Health conference in Chicago, employer leaders shared their advice for building strong trust with providers. Honesty was emphasized as essential, especially when problems arise, to avoid any unpleasant surprises. Listening carefully to the specific needs of employers allows providers to respond better and not promise what they cannot deliver. Moreover, understanding the incentives of providers helps ensure transparency regarding costs and quality, thereby fostering sustainable and effective relationships.
In an ever-evolving landscape, employers are increasingly demanding from their health service providers. Whether they are insurers, pharmacy benefit managers, or consultants, these partners must meet high expectations in terms of quality and transparency. This demand is explained by the fiduciary responsibility of employers, who must ensure the best benefits at the best price for their employees. So, how can providers build and maintain this essential trust?
transparency as the foundation of trust
Transparency is crucial to establishing a trusted relationship with employers. During a recent roundtable at the medtech-appartenant-au-gouvernement/” target=”_blank” rel=”noopener noreferrer”>Midwest Business Group on Health conference in Chicago, business leaders stressed the importance of open communication. According to Carole Mendoza, former VP of benefits at Voya Financial, it is essential for providers to be honest in case of a problem. “If something happens, let me know, and then explain how you will fix it,” she said.
This proactive approach not only allows for quick problem resolution but also enhances the credibility of providers. By refusing to hide mistakes and offering concrete solutions, providers demonstrate their commitment to the satisfaction of employers and their employees.
active listening and adapting to employers’ needs
Actively listening to the needs of employers is another cornerstone of trust. Sherri Samuels-Furest, VP adviser at Sargento Cheese, emphasized the importance for providers to listen and understand the specific needs of businesses. “The provider really needs to listen to understand what you are expecting,” she explained. This active listening allows providers to tailor their offerings and propose suitable solutions, thus strengthening the partnership with employers.
Furthermore, adaptability is essential. Employers’ needs are constantly evolving, and providers must be able to adjust rapidly. This includes the ability to integrate new technologies or adapt services based on feedback from employers. Increased flexibility contributes to creating a lasting trust relationship.
integrity in business practices
Integrity is a non-negotiable element for providers seeking to earn the trust of employers. Integrity manifests itself through ethical business practices, transparent cost management, and commitment to promises made. Jason Duhon, director of total rewards and human resources at Caterpillar, stressed the importance of understanding providers’ incentives. During a bidding process, Caterpillar asked providers if they had contractual restrictions preventing discussions about the costs and quality of health services. The majority of providers responded affirmatively, which discouraged Caterpillar from pursuing those relationships.
This experience highlights the necessity for providers to maintain complete honesty regarding their capabilities and constraints. Failing to do so can not only damage the relationship with the employer but also jeopardize the provider’s reputation in the long term.
digital security and protection of sensitive information
In an increasingly digitized world, data security is paramount to establishing trust with employers. Health service providers must ensure the protection of employees’ sensitive information. Initiatives such as the Digital Trust alliance demonstrate the industry’s commitment to enhancing cybersecurity. These alliances help establish high standards and share best practices, thus ensuring that employees’ data is protected against potential threats.
Moreover, employers are looking for providers who integrate the latest innovations in digital security. Participating in events like the Global MedTech Show 2025 allows providers to demonstrate their commitments and show how their solutions can address current security challenges.
using data to demonstrate added value
Data analysis plays a crucial role in demonstrating the added value of health service providers. By using comparative data, employers can assess whether the prices offered by providers are competitive compared to market standards. Jason Duhon recommended that employers use their own data to compare providers’ offers against benchmarking data, thereby ensuring they get the best value for their investment.
Providers can also use data to identify trends and anticipate the future needs of employers. For example, by analyzing employee satisfaction rates, providers can adjust their services to better meet expectations. Integrating advanced analytics tools, such as those discussed in The Evolution of Funding for Digital Health, allows providers to offer evidence-based solutions, thereby reinforcing employers’ trust.
responsiveness and crisis management
The ability to effectively manage crises is a key indicator of reliability for health service providers. Employers expect providers to respond quickly and effectively in the event of a problem. This includes establishing business continuity plans and the ability to communicate transparently during crisis moments.
An example that highlights the importance of responsiveness is the embezzlement situation revealed in Liberia, where LRA embezzled $67 million from government-owned MedTech revenues. In such cases, the providers’ ability to quickly respond and implement corrective measures is essential to restoring stakeholder trust.
innovation and continuous improvement
Continuous innovation is a determining factor in maintaining employers’ trust. Health service providers must continually improve their offerings to meet market developments and changing employers’ needs. Participating in trade shows and competitions, such as the Global MedTech Show 2025, allows providers to showcase their latest innovations and position themselves as industry leaders.
Moreover, continuous improvement involves integrating feedback from employers and employees. By adopting a user-centered approach, providers can develop solutions that precisely meet the expectations and needs of employers, thereby strengthening loyalty and trust.
strategic partnerships and collaborations
Strategic partnerships and collaborations can also enhance employers’ trust in health service providers. By forging alliances with key industry players, such as the Digital Trust alliance, providers can benefit from enhanced expertise and offer more comprehensive and secure solutions.
Collaborations with research institutes or technology companies also allow providers to stay at the forefront of innovation. For instance, Nuro was selected as a leading innovator for the Global MedTech Show 2025 thanks to its innovative cybersecurity solutions, thus demonstrating the importance of strategic partnerships in reinforcing employers’ trust.
commitment to social and environmental responsibility
Employers increasingly value providers who are committed to social and environmental responsibility. By adopting sustainable and ethical practices, health service providers can not only contribute positively to society but also enhance their image with employers. This commitment can take the form of initiatives such as reducing carbon footprint, supporting social causes, or implementing wellness programs for employees.
A concrete example is providers’ commitment to cybersecurity, as demonstrated by the Digital Trust Space, a pillar of cybersecurity in the MedTech sector. By investing in advanced security technologies and adopting responsible practices, providers can reassure employers of their commitment to protecting sensitive data and ensuring a safe and ethical work environment.
Establishing trust with employers is a major challenge for health service providers, but it is a crucial step towards building lasting and mutually beneficial relationships. By focusing on transparency, active listening, integrity, digital security, innovation, and strategic partnerships, providers can effectively meet employers’ expectations and position themselves as trusted partners. Commitment to social and environmental responsibility further strengthens this relationship, showing that providers are not only competent but also committed to ethical and sustainable practices.
To build trust with employers, health service providers must adopt a transparent and honest approach. It is essential to communicate openly in case of problems and present concrete solutions to resolve them. As Carole Mendoza emphasized, it is crucial for providers to directly inform employers when an incident occurs, thus avoiding that information comes from other sources, which could erode trust.
Moreover, actively listening to the needs of employers is crucial. Providers must understand the specific expectations of their partners and be ready to adjust their services accordingly. Sherri Samuels-Furest highlighted the importance of not promising what cannot be delivered but rather seeking compromises or viable alternatives. This honesty reinforces credibility and shows a genuine commitment to meeting employers’ satisfaction.
Another essential dimension is understanding the incentives and contractual constraints of providers. It is vital for employers to ensure that partners can provide transparent information about the costs and quality of services. As Jason Duhon noted, contractual restrictions that prevent transparency can undermine the trust relationship and discourage employers from collaborating with certain providers.
Finally, the effective use of data to compare offers with market benchmarks enables employers to make informed decisions and ensure that they offer their employees the best possible benefits. By relying on solid data, providers can demonstrate their commitment to delivering competitive and high-quality services. By adopting these practices, health service providers can not only meet the growing expectations of employers but also establish sustainable partnerships based on trust and transparency.
