Austen Hacker Explains Why Healthcare Trust Starts With Everyday Conversations

• Arkansas pharmacist Austen Hacker shares how small, consistent interactions build the foundation for patient safety and better outcomes across pharmacy settings.

Arkansas, USA, Aug 18, 2026, ZEX PR WIRE — Maria came to the pharmacy counter for the third time that month. Each visit, she asked the same questions about her medications. To an outsider, it might have looked like frustration on both sides. But the pharmacist saw something different: a patient trying to regain control after a frightening diagnosis. Instead of rushing through the consultation, he took five extra minutes to explain how the medications worked together, wrote down timing instructions, and asked what worried her most. Two months later, Maria told him she finally felt confident managing her treatment. That conversation became the turning point.

Austen Hacker has spent years witnessing moments like this across retail, hospital, institutional, ambulatory, and oncology pharmacy settings. He has opened and managed an oncology pharmacy, established a surgery center pharmacy, and directed multi-facility pharmacy services for Mississippi County Hospital System. Throughout his career, he has seen that clinical expertise alone does not create trust. Trust grows when patients feel heard, understood, and respected.

The Invisible Work Behind Every Prescription

Most people see a prescription bag and assume the work is done. They do not see the series of decisions that happen before that bag reaches their hands.

“People see the prescription bag. They do not always see the thirty decisions that happened before that bag reached the patient,” Hacker says.

Those decisions include checking for drug interactions, verifying dosages, confirming insurance coverage, and flagging potential safety concerns. In hospital and oncology settings, the complexity increases. Pharmacists collaborate with physicians, nurses, and specialists to adjust treatments based on lab results, patient response, and side effects.

“One of the most useful things a pharmacist can do is catch the problem before it becomes a hospital problem. Sometimes that is a wrong dose. Sometimes it is a patient who stopped taking a medication because it made them dizzy. Sometimes it is a simple misunderstanding that can become serious if no one asks the right question,” Hacker explains.

This level of attention requires more than technical knowledge. It requires listening, observing, and taking the time to understand what patients are experiencing.

Building Trust One Question at a Time

Trust is not built through dramatic interventions. It develops through small, consistent interactions that show patients their concerns matter.

“Patients want to know that someone is listening to them. Clinical knowledge is essential, but people also need to feel heard. When patients trust their healthcare team, they are more comfortable asking questions, sharing concerns, and becoming active participants in their own care,” Hacker says.

In oncology pharmacy, where patients often face complex treatment regimens and significant side effects, this trust becomes critical. Patients who feel comfortable communicating with their pharmacist are more likely to report adverse reactions, ask about symptom management, and follow through with their medication schedules.

Hacker emphasizes that trust is earned gradually, not given automatically. “Trust is something you earn one conversation at a time. It grows when patients know you will answer their questions honestly, explain things clearly, and take the time to understand what they are experiencing.”

Learning to Lead by Staying Curious

Hacker’s path to pharmacy leadership began with a career change. Before entering healthcare, he earned a Bachelor of Music in Piano Performance from Baylor University. He graduated Cum Laude in 2012, but soon faced a difficult reality.

“Before I graduated from Baylor with my Bachelor of Music, I recognized a harsh reality: I was not talented enough to make a decent living as a pianist. This realization led me to pursue Pharmacy as a career, which I was a much better fit for,” he recalls.

He returned to school at the University of Louisiana Monroe, where he earned a Bachelor of Science in Pharmaceutical Science in 2015 and a Doctor of Pharmacy degree in 2018. That willingness to change direction shaped his approach to leadership.

“I used to think success came from getting everything right. Now I think it comes from continuing to learn, staying curious, and helping the people around you do their jobs well,” Hacker says.

His leadership roles have included directing pharmacy operations for multiple hospital facilities, managing a 340B drug pricing program, implementing remote order entry coverage, and establishing new processes for sterile compounding compliance. In each setting, he focused on creating systems that supported both staff and patients.

A Framework for Building Trust in Patient Care

Trust is not abstract. It is built through intentional actions that can be applied by any healthcare professional working directly with patients.

Copy This Framework: Five Phases to Strengthen Patient Trust

Phase 1: Create space for questions. At the start of every interaction, invite patients to share concerns. Ask open-ended questions like “What worries you most about this medication?” or “Is there anything that has been confusing?” This signals that their input matters.

Phase 2: Listen without rushing. Avoid interrupting or finishing sentences. Give patients time to express themselves fully. When people feel heard, they are more likely to share critical details about symptoms, side effects, or medication adherence challenges.

Phase 3: Explain clearly, then confirm understanding. Use plain language to describe how medications work, what side effects to watch for, and when to call for help. After explaining, ask the patient to repeat the key points in their own words. This ensures nothing is lost in translation.

Phase 4: Document and follow up. Keep notes on patient concerns and follow up during the next visit. A simple question like “How did that new medication work for you?” shows that you remember their situation and care about the outcome.

Phase 5: Build relationships over time. Trust deepens through repeated positive interactions. Consistency matters more than perfection. Show up, listen, and follow through, even when schedules are tight.

Quick Wins: Small Actions That Build Trust Immediately

• Greet patients by name and make eye contact.

• Repeat important instructions in writing.

• Offer to call patients a few days after starting a new medication.

• Acknowledge when you do not know the answer and commit to finding out.

• Validate patient concerns instead of dismissing them.

Red Flags: Signs That Trust Is Breaking Down

• Patients stop asking questions or seem withdrawn.

• They nod along but do not follow medication instructions.

• They avoid eye contact or give short, guarded answers.

• They express frustration about past experiences with other providers.

• They miss appointments or stop picking up prescriptions without explanation.

Rethinking Success in Healthcare

Hacker’s view of success has evolved over the years. Early in his career, he measured success by outcomes. Now, he focuses on growth and learning.

“In the past, I measured success by outcomes, but more recently, I realized that the best measure of success is how you grow and learn from any experience,” he says.

He also believes that professional achievement should not come at the expense of personal well-being. “I think you should devote no more than 40% of your time to achieving professional success, and the other 60% should be spent on personal life (family, relationships, self-care, entertainment, church, hobbies, etc.).”

This philosophy shapes how he approaches both leadership and patient care. Success is not about appearing flawless. It is about showing up consistently, learning from mistakes, and helping others do the same.

Apply This Framework This Week

Trust is not built in a single moment. It is built through small, intentional actions repeated over time. Whether you work in a retail pharmacy, a hospital, or a specialty clinic, you have opportunities every day to strengthen the relationships that make healthcare work.

This week, choose one phase from the framework and apply it to your patient interactions. Create space for questions. Listen without rushing. Explain clearly and confirm understanding. Document concerns and follow up. Build relationships over time.

Your patients are watching. They are listening. They are deciding whether to trust you. What you do in the next conversation matters.

About Austen Hacker

Austen Hacker, Pharm.D., is a licensed pharmacist in Arkansas with experience across retail, hospital, institutional, ambulatory, and oncology pharmacy settings. His career includes serving as Director of Pharmacy at Mississippi County Hospital System, where he managed two hospital pharmacies and one oncology pharmacy. He also opened and managed an oncology pharmacy and a surgery center pharmacy during his tenure at CARTI Cancer Center in Little Rock, Arkansas. Before entering pharmacy, he earned a Bachelor of Music in Piano Performance from Baylor University. He is based in Little Rock, Arkansas.