Brilliant speech by Bridget Duffy… A chief Patient Experience Officer… and a patient.
Why is our health care system so bad at addressing the needs of the patient ??? Because it is not constructed on a patient centric platform. It is constructed to provide patients with technology… it is technology centric. Hospital advertise how great their new MRI scanner is or how their robot is better than everyone else’s. Does that matter… to a point, yes— but our healthcare system fails to allay the patients’ fears about the technology and fails to address the basic human needs of the patient being exposed to that technology. The system fails to present the technology to the patient in a simple(to understand), friendly, warm and inviting environment that encourages learning, comfort and healing.
What portion of the healing process is technological ? 10%? 20%?… who knows. What I do know is that the more significant portion of the *healing encounter* is related to the entire experience the patient has with their physician, the mid-level providers, orderlies, and the *openness* of the institution. Why is our system so miserable at providing the essentials of the *healing process*? Who is going to step up and take the reins and change the system? We need to define the basics of the proper healing process and environment. We need to checklist the system so it can scale easily. We need to educate the next generation of physicians to pay attention to the entire healing process… we need physician leaders to step up, make some noise and change the process and reform the system.
After all… WE ARE ALL PATIENTS !!