There are many lessons surgeons can take from the business world to strengthen the patient experience, according to one orthopedic surgeon.
Ask Orthopedic Surgeons is a weekly series of questions posed to surgeons around the country about clinical, business and policy issues affecting orthopedic care.
Editor's note: Responses were lightly edited for clarity and length.
Question: What are the top challenges you face when it comes to the patient experience? How are you addressing them?
Philip Louie, MD. Virginia Mason Franciscan Health (Tacoma, Wash.): I think that the patient "experience" is becoming an incredibly relevant part of healthcare — and patient engagement technology is driving these experiences.
Multiple studies have demonstrated that patient satisfaction is not directly tied to outcomes, even in light of complications. Ultimately, I think there is a movement towards the "consumerization of healthcare" to provide patients a desired experience.
As weird as it sounds, I think that we can certainly learn a bit from our business colleagues.
For surgeons (or any medical provider), there is a shift in focus on the individual consumer (patient), rather than the market (healthcare landscape) as a whole. From a patient’s standpoint, they are asserting more influence and control over their medical and wellness care.
Overall, COVID-19 has accelerated this movement of "consumerization of healthcare."
Over the last few years, the healthcare world has been taking some lessons from the business world: In order to be successful in a growing, competitive marketplace with increased regulations and declining reimbursements, healthcare providers have seen a shift in its "customers" (patients) becoming shoppers of services. Healthcare systems all over the world are working to reduce risks and improve patient health outcomes.
Cuts in healthcare funding and competition for budgets are forcing us to find ways to improve the efficacy and efficiency of healthcare services provision. Engaging patients in the responsible management of their health is widely acknowledged as a way to answer those challenges.
The patient engagement niche has become a booming industry over the past few years. The most common examples include patient portals, secure email/messaging, social networks, video replays and various mobile technologies. Findings showed these tools can improve care, self-management, self-efficacy, behavior promotion and medication adherence. The various platforms have proven effective for disease prevention, lifestyle changes, management of cardiovascular disease and diabetes, and is a suitable tool for elderly and younger populations alike.
Although patient care directly addressing their pathology remains paramount, engaging them to provide a better patient experience is a growing focus. Innovation in this field continues to grow — and I am excited to see how these ideas will continue to improve the safety, value and experience of patient care.