8:00 – 8:15


Presenter – Michael Villaire, MSLM

8:20 – 9:05

Keynote: Cultural Navigators: Creating a Foundation of Trust for Successful Healthcare Partnerships

Keynote Speaker – Alicia Willey, MD

9:10 – 10:45

Panel: Our Community and Trust

Trusted Resources for Older Adults

Melissa Elliott, MSW

Senior Vice-President of Programs & Services, Area Agency on Aging

As older adults and their caregivers seek resources, it is important that they seek it from trusted sources. Area Agencies on Aging were created to respond to the needs of their local communities. This presentation will focus on how Area Agencies on Aging are a trusted resource and can provide valuable information to the community about aging services.

  • Attendees will understand what role Area Agencies on Aging play in providing services to older adults and caregivers.
  • Attendees will increase their knowledge of important aging resources.

Trust and Children’s Health

Jill Hecker Fernandes

Caring for children and families requires understanding child development and employing the tenants of family-centered care. These are key to creating an environment of trust. Realizing parental health literacy needs, including the needs of the children who participate in their health care, is imperative. The care of families involves recognizing a two-patient system, parent and child. Gaining parental trust is essential for engagement, understanding, and desirable outcomes.  

We Serve, Build Trust & Collaborate with Compassion

Jhoana Molina

Manager, Immunization Equity

During the COVID-19 Pandemic, MCDPH collaborated with many partners to bring vaccines to the community. However, there was a need to reach those who were underserved due to language barriers, lack of transportation, or mistrust in government. We needed to not only bring vaccines, but to be able to communicate with them in their own language to build trust and better engage with them. As a result of these efforts, the MCDPH created the Immunization Equity Unit. For years, we have collaborated with several partners to build bridges to health and to learn how to better serve their communities. We know that to continue reaching underserved populations and bring equity, we need to stay connected even after the pandemic has ended. For this reason, we continue this work in the community and partners know that we are here to serve, build trust, and collaborate with compassion. Although there is much more to do, we are thrilled that we have vaccinated thousands of underserved populations in places of worship, schools, community centers, libraries, food banks, and ethnic festivals.

10:45 – 10:55


10:55 - 11:40

Health Literacy and Trust

Michael Paasche Orlow

In this presentation, Dr. Paasche-Orlow will present a critical review of the role of trust in health care and an assessment of how the field of health literacy can influence interventions that aim to improve trust.

  • To synthesize the literature on the role of trust in health care, with a focus on racial health disparities.
  • To evaluate key lessons regarding trust in health care from the field of health literacy

11:45 – 12:30

Building Trust through Conversations with our Community

Speaker – Anne Dellos

The CARES Team has over 10,000 conversations with community members each month, and our role is not just to provide information and resources, but to build trust between community members and our public health organization. Inbound calls are the basis of the team’s purpose, and we delight in providing information and resources that build the health of our community. Over time, the Outbound Call program that supports MCDPH units such as Immunization Equity, WIC and Long-Term Care Facilities has further solidified the team’s capability and trust-building within Maricopa County Department of Public Health. This presentation will address how the MCDPH CARES Team builds trust with community members one person at a time. The team works under the premise that an abundance of trust supports improved health outcomes and focuses on ensuring that every community contact is positive and empowering. The CARES Team model is scalable across other organizations, and this presentation will share both the teams’ structure and the management of “guidance” (credible and vetted information that is shared with community members).

12:30 – 12:55


1:00 – 1:30

Hot Topic #1 - Earn our Trust: The Perspectives of Patients and Caregivers

Catherine Hanson, BA
Patricia P. Evans
Martie Carnie

James Harrison MPH, PhD

Members of the Hospital Medicine Reengineering Network (HOMERuN) Patient Family Advisory Council will discuss a perspective article that they wrote that focuses on earning the trust of hospitalized patients and family members (see During their presentation, they will discuss how trust can be earned. Specific patient-centered examples will be provided.

1:35 – 2:20

Panel - An ePrescription for Improved Trust, Relationships, Information & Communication

Geri Lynn Baumblatt
Eran Kabakov
Kimberly Manning

Patients and family caregivers often search online to meet their health information needs. Most people have large gaps in their understanding of health, conditions, procedures, and treatments. They often lack the information to ask good questions when they meet with clinicians, are intimidated to engage in a conversation with medical professionals, or are embarrassed to ask questions about topics like sex and bowel movements. We can proactively meet people's informational needs and concerns, so they’re less likely to go online and find information that may be outdated, inappropriate, or may be misinformation. Patient education platforms make it easy to find, create, and e-prescribe videos, animations, interactive decision aids, infographics, and documents that are easy to understand and act on. People can view them at home when there's not time pressure, or the social dynamics of a clinician interaction, and their families and care partners can get the same information. When these resources are co-designed and tested with patients they help patients understand and retain information, follow instructions, and normalize question asking. In fact, this type of eLearning platform can also make it easy for people to ask questions asynchronously. To combat misinformation, we need to proactively meet people's informational needs and address their concerns, worries, and questions so they don't turn to other sources.

2:30 – 3:00

Hot Topic #2 - Why Don’t You Trust Me?

Speaker – Satya Sarma, MD

I will briefly review the history of systemic racism in healthcare and its reverberations today, to develop a better understanding of the way forward.