How Brawijaya Hospital Builds Patient Trust

In an interview with CNBC Indonesia, Amira Ganis—President Director of Brawijaya Healthcare—addressed one of the most persistent challenges in Indonesia's healthcare system: building genuine trust between patients and providers. She argued that trust cannot be assumed; it must be actively earned through transparency, communication, and placing patient interests above all else.

She observed that many healthcare providers focus heavily on clinical symptoms while overlooking the emotional dimension of the patient experience. Patients often feel confused about their diagnoses, uncertain about their treatment timelines, and excluded from decisions about their own health. Brawijaya Hospital has worked to change this by implementing a model that actively involves patients in their care journey.

The approach mirrors international best practices, where patients receive clear explanations of symptoms, diagnoses, treatment options, and expected timelines. "When patients understand what is happening to their bodies and why certain decisions are being made, they become partners in their own recovery," Amira explained. This shift from a paternalistic model to a collaborative one is, she believes, at the core of building lasting doctor-patient relationships.

The result is not only higher patient satisfaction but measurably better health outcomes. When people trust their providers, they are more likely to follow through on treatment plans, return for follow-up care, and recommend the hospital to family and friends—creating a virtuous cycle of trust that sustains the institution for the long term.