FQHC leaders know trust is fragile.
They see it in missed appointments.
They hear it in the questions people ask before they even check in.
They feel it when their work is misunderstood before a patient ever walks through the door.
In this conversation, Dr. Matthew Stinson, President and CEO of Jordan Valley Health, reflects on a challenge many FQHCs face but rarely have time to step back and examine.
How misperceptions form early.
How well-intended systems can quietly reinforce misperceptions.
And how trust can be lost long before care begins.
This is not a conversation about getting louder.
It is about the everyday moments that shape whether patients feel welcome, respected, and confident enough to return.
The small, repeatable experiences that influence utilization. And the cost of being unseen or misunderstood in a community that depends on your care.
Dr. Stinson shares what changed when Jordan Valley began paying closer attention to first impressions.
Not as a communications campaign, but as a pattern the organization could repeat.
For FQHC leaders navigating visibility, utilization, and value, this conversation helps you notice what may be happening before a patient walks through the doors.
