The best healthcare providers are proactively seeking to learn more about the patient experience and how it can be improved. At the recent US News Healthcare of Tomorrow Conference, held in Washington D.C., a panel of experts discussed the role that technology can play in enhancing the patient experience.
The panel, which consisted of senior clinicians and directors from some of USA’s most prestigious healthcare groups, were clear in their belief that, whilst technology can make care more efficient and effective, there is no substitute for the human touch.
Panellist Dr. Richard Milani, Chief Clinical Transformation Officer at Ochsner Health System in Louisiana, pioneers programmes using apps and wireless technology to manage chronic diseases. However, he was clear that technology alone “is not the answer”, but an enabler of better patient experience and better patient engagement with their health.
The panellists agreed that effective healthcare technology increases the positive impact of excellent doctors without giving clinicians extra tasks to complete as part of the care they provide.
Dr. Adrienne Boissy, Chief Experience Officer at the Cleveland Clinic, emphasised that improving the patient experience means retaining the human touch even as the use of healthcare technology expands. “We must preserve these moments that are uniquely human to attend to human suffering that actually occurs in healthcare," he added.
At some leading US clinics, patients now receive iPads which contain information about the doctors and nurses who will care for them, any medication they are receiving, their treatment schedule and real-time test results. Some clinics use the iPads to record conversations between patients and doctors – this allows the patient to remind themselves about the advice they have receive and to play the conversation to family members.
MSB offers cutting-edge patient experience insight and reporting to a range of healthcare organisations, from NHS Trusts to private clinics and medical insurance providers. To learn more about our work in the healthcare sector, visit the patient experience page on our website.