In the wake of her book launch I had the honour to interview Dr. Halee Fischer-Wright President and CEO of MGMA. In her book: ‘Back to balance:The art, science and business of medicine’ the author asserts:
We have lost our focus on strengthening the one thing that has always produced healthier patients, happier doctors, and better results: namely, strong relationships between patients and physicians, informed by smart science and enabled by good business.
In a separate blog post Larry Alton, business consultant addressing the business community says:
In 2017, you’ll find it difficult – if not impossible – to be successful without strategizing around customer communications. Customers have become conditioned to expect interaction and service. Provide both and you’ll be delighted with the results.
Most people will interact only with primary care when they need healthcare. The average consultation in primary care is less than 15 minutes. Therefore efficient communication is a priority. Larry Alton goes on to advise:
Communication is at the heart of engaging and delighting customers. The problem is that, even with all of the new advancements in communication technology, very few businesses are taking this all-important responsibility seriously. This results in poor relationships and a bad brand image.
His four key action points are:
- Hire empathetic employees
- Leverage the right communication mediums
- Use analogies to explain technical concepts
- Become a good listener
One area that seems to receive scant attention in medical practice is explaining technical concepts. And yet technical concepts are integral to medical practice:
- What pathology brought me here today?
- Why has my physiology responded in this way?
- What is the prognosis?
- Why do need this therapy?
- What are the risks?
Ours is a technologically proficient but emotionally deficient and inconsistent medical system that is best at treating acute, not chronic, problems: for every instance of expert treatment, skilled surgery, or innovative problem-solving, there are countless cases of substandard care, overlooked diagnoses, bureaucratic bungling, and even outright antagonism between doctor and patient. For a system that invokes “patient-centered care” as a mantra, modern medicine is startlingly inattentive—at times actively indifferent—to patients’ needs. Meghan O’Rourke
When explaining complex ideas there is a checklist:
- Does the patient want all the information?
- What are the implications of the prognosis?
- How can you explain with reference to something they are already know?
- What details can you leave out that would only serve to distract from an understanding?
- How can the patient assimilate this information actively?
Adapted from a post by Thorin Klosowski
Perhaps the neatest medium to communicate some aspects of a complex idea is the infographic. According to experts:
In the past 5 years, the term “infographic” has seen an impeccable rise in trend.In fact, the popularity of infographics is expected to see an increase of almost 5% by next year, meaning that anyone who isn’t yet riding the infographic bandwagon is bound to fall behind. The Daily Egg
Here are the data:
The Journal of Health Design has recently introduced the Infographic as a submission type. Communicating using this medium could reduce the time required to assimilate the information needed to make a decision.