Developing Interpersonal Trust Between Service Users and Professionals in Integrated Services: Compensating for Latent Distrust, Vulnerabilities and Uncertainty Shaped by Organisational Context

• Published in: International journal of integrated care 2021-07, Vol.21 (3), p.1-1
• Main Authors: Poulsen, Rie Mandrup, Pii, Kathrine Hoffmann, Eplov, Lene Falgaard, Meijer, Mathias, Bültmann, Ute, Christensen, Ulla
• Format: Article
• Language: English
• Subjects: Anxiety; Collaboration; common mental disorders; Consultants; Employment; Health care industry; Integrated delivery systems; integrated services; Interviews; Meetings; Mental depression; Mental disorders; Mental health care; organisational context; person-centred services; process evaluation; Professionals; Research and Theory; Sick leave; Stress; Supervisors; Trust
• ISSN: 1568-4156; 1568-4156
• DOI: 10.5334/ijic.5599

Studies show a need for trust between stakeholders in integrated services. However, few studies have investigated how trust develops between stakeholders on a micro-level. In a Danish intersectoral intervention for persons on sick leave due to common mental disorders, we explored why trust is needed and how trust is developed between micro-level stakeholders. The qualitative study was based on 12 observations of inter-organisational meetings, 16 interviews with service users, 24 interviews with health care professionals and employment consultants, and 8 interviews with supervisors. The analysis was guided by the theoretical concepts (dis-) trust, vulnerability and uncertainty. Latent distrust between involved organisations, and vulnerabilities and uncertainties related to employment consultants' statutory power over service users caused a perceived need for interpersonal trust. Time to establish knowledge-based relationships, healthcare professionals' caring approach, and creating a feeling of sharing interests were compensating trust-building strategies that were often regarded as positive. Trust in personal relationships between stakeholders appeared to compensate for contextually shaped distrust, vulnerability and uncertainty. Identifying latent distrust, vulnerabilities, uncertainties, and power structures might be key to improving trust-building strategies in a specific context. The time-consuming process of trust-building between micro-level stakeholders should be supported structurally.