Building Trust, Elevating Care: The Power of Human Experience in Healthcare

By Amber Maraccini

What does improving the human experience mean to you?

Improving the human experience means meeting people where they are, seeing their whole story, and creating environments where trust, dignity, and empathy are at the forefront. In healthcare, this translates to designing systems and interactions that not only meet patients’ and members’ needs but also exceed their expectations—whether it’s through a seamless care journey, compassionate communication, or empowering individuals to take an active role in their health. It’s about recognizing that every experience has the power to impact outcomes, build relationships, and shape trust.

If there was one thing you’d want to tell The Beryl Institute community, what would it be?

The power of “sweating the small stuff” in healthcare cannot be underestimated. Focusing on experience, trust, and relationships creates an inviting and psychologically safe environment where patients feel empowered to engage more actively in their care. It starts with the experience—a compassionate word, a clear explanation, or a small act of kindness—that builds trust and fosters connection. These moments are not just impactful; they can be life-saving. When patients feel valued and heard, they are more likely to seek care, share critical information, and adhere to treatment plans, ultimately leading to better health outcomes and stronger relationships between patients and their providers.

What is something that your company is doing right now in this space that you feel proud of or excited about?

One of the initiatives we are most proud of right now is our collaboration with the Arnold P. Gold Foundation to study and measure trust in healthcare. Through a pilot with UAB Medicine, we’ve identified key behaviors that strengthen trust and improve both patient experiences and outcomes. This work highlights the critical role trust plays in creating meaningful connections and driving better healthcare outcomes.

At the same time, we continue to draw inspiration from industries like hospitality, retail, and technology—sectors that have long excelled in enhancing the consumer experience. By leveraging their proven strategies, such as personalized engagement and real-time feedback loops, we help healthcare organizations reimagine the patient journey. This cross-industry approach allows us to create more engaging and effective interactions, fostering trust, stronger relationships, and improved health outcomes.

Medallia PX Marketplace