Assurance of Information Confidentiality to Ensure Patient Trust in Tshwane Healthcare Centres, South Africa

Healthcare facilities in South Africa, including the Tshwane healthcare centres, face persistent challenges in protecting patient information confidentiality, a factor crucial to building and maintaining patient trust. Increasing concerns have emerged regarding the inadequate implementation of information assurance practices, which has led patients to question whether their data are handled securely. This study investigated the assurance of confidentiality as a mechanism for patient trust in selected Tshwane healthcare facilities. A quantitative, multimethod research approach was adopted, supported by qualitative methods, to enhance the credibility of the data. Data collection involved a questionnaire, interviews with unit managers, observation, and content analysis. The participants included 95 selected employees working in information and records management units. The findings show that patients were not fully assured of the safety and confidentiality of their information. Contributing factors include limited time during consultation, rushed administrative processes, and patients’ lack of awareness or interest in data confidentiality practices. Furthermore, institutions struggle to meet the key pillars of information assurance: confidentiality, integrity, and availability. Patients were found to be present but primarily driven by the urgency of receiving medical attention rather than confidence in data protection measures. The study concludes that strengthening confidentiality protocols is essential to re-establish patient trust in Tshwane healthcare centres. Institutions are encouraged to implement well-structured processes through a proposed framework. This will allow them to allocate sufficient time for patient engagement and promote awareness of information confidentiality practices.