Culture, Complexity, and Co-Design: How Frontline Leaders Shape Trust in Healthcare
Explore insights from NRC Health’s Toya Gorley and Ashley Nelson on building workforce trust to elevate patient experience.
As healthcare organizations navigate growing complexity, workforce trust has become a make-or-break factor for culture, care quality, and retention. A recent episode of the Becker’s Healthcare Podcast—“Culture, Complexity, and Co-Design: Rethinking Leadership Support in 2025”—dives into this timely topic with two experienced voices from NRC Health: Toya Gorley, Improvement Advisor, and Ashley Nelson, Strategic Advisor and Nurse.
Their conversation, grounded in findings from NRC Health’s 2025 Experience Perspective and May nSight reports, highlights how frontline leadership plays a pivotal role in shaping organizational culture, building trust, and ultimately influencing patient outcomes.
Published in Becker’s Hospital Review
Why Trust in Leadership Matters in 2025
In a recent study by NRC Health, 91% of healthcare employees reported trusting their organization—a promising statistic. However, among the 9% who did not, leadership was the most frequently cited reason. That insight sparked deeper exploration by Gorley and Nelson into how leadership behaviors either cultivate or corrode trust.
“Frontline leaders are the most influential change agents in the organization,” Gorley emphasizes. “They need support, recognition, and development opportunities to thrive in their roles.”
The Link Between Employee Trust and Patient Experience
When employees trust their organization, they’re more likely to recommend it as both a place to work and a place to receive care. According to Nelson, this ripple effect of trust is powerful.
“A high-trust workforce isn’t just more productive—it’s more present, more empathetic, and more committed to delivering the experience every patient deserves,” she says.
In healthcare settings, trust translates into more compassionate care, stronger teamwork, and a culture where people feel seen and valued.
Proven Practices for Building and Sustaining Trust
The podcast outlines several evidence-backed strategies that leaders can use to foster trust, including:
- Be Present and Visible: Spend time with your team. Join them where the work happens.
- Celebrate Wins: Recognize achievements both big and small.
- Communicate with Purpose: Clear, open, and authentic communication builds connection.
- Avoid Micromanagement: Jumping in to “save the day” can unintentionally signal a lack of trust.
- Show Humanity: Get to know team members on a personal level—people connect with other people, not job titles.
“Building a culture of trust doesn’t happen by accident,” says Nelson. “It’s a continuous and intentional effort.”
Advice for Frontline Leaders: Connect, Empower, Repeat
So what’s the best piece of advice for leaders looking to build a culture of trust?
“Get out there and be with your team,” says Nelson. “Celebrate their wins. Share their struggles. Listen deeply.”
Gorley adds, “Give a little of yourself too. Show empathy. Make room for fun. Build relationships rooted in mutual respect.”
Listen Now: Becker’s Podcast with NRC Health
Listen to “Culture, Complexity, and Co-Design: Rethinking Leadership Support in 2025” on the Becker’s Healthcare Podcast.
