Putting Care Back Into Healthcare: Prioritising Patient Experience In The Digital Age

The healthcare landscape is undergoing a profound transformation, driven by rapid technological advancements. While these innovations hold the promise of enhanced efficiency and improved medical outcomes, they also bring to light a critical concern: the potential erosion of the patient-centred ethos that forms the foundation of healthcare. As we navigate the digital age, it becomes imperative to strike a balance between technological innovation and preserving the human touch in patient care. This is crucial in ensuring that patient experience remains at the heart of healthcare, leading to better outcomes and greater patient satisfaction.

The digital revolution: a double-edged sword 

The digital revolution has undoubtedly revolutionised healthcare in unprecedented ways. Telemedicine, wearable health devices, electronic health records (EHRs), and AI applications have streamlined processes, reduced errors, and improved diagnosis and treatment plans. However, the digitisation of healthcare also challenges maintaining the personal connection between healthcare providers and patients. In a survey conducted by The Beryl Institute, about 72 per cent of respondents believed that technology was negatively impacting the patient experience, contributing to a sense of impersonal care.

Importance of patient experience: statistics and real-life implications

Patient experience is not merely a buzzword but a crucial determinant of healthcare quality and outcomes. According to a study published in the Journal of Patient Experience, patients with positive experiences are more likely to adhere to treatment plans, have better clinical outcomes, and report higher levels of satisfaction. Moreover, data from the HealthLeaders Media survey revealed that hospitals with high patient experience ratings are more likely to achieve better financial performance.

The impact of patient experience goes beyond individual cases. It has ripple effects on entire healthcare systems. Poor patient experiences can lead to increased healthcare costs due to non-compliance with treatments, readmissions, and legal actions stemming from patient dissatisfaction. Conversely, positive patient experiences foster trust in the healthcare system and can contribute to better public health outcomes.

Preserving the human connection

To maintain a patient-centric approach in the digital age, healthcare institutions must consciously work to preserve the human connection. Technology should not be a barrier but a tool that enhances empathy and communication. For instance, while virtual consultations have become commonplace, they should be conducted in a manner that ensures patients feel heard and understood. EHRs should not replace face-to-face conversations but complement them, enabling providers to spend more time engaging with patients.

A powerful example of prioritising patient experience comes from the Cleveland Clinic. The clinic implemented a programme called ‘Empathy in Healthcare’ which focuses on training medical professionals in communication skills and empathy. This initiative resulted in improved patient satisfaction scores, demonstrating that even in the digital age, fostering human connections can yield tangible benefits. Another reference would be Allegheny Health Network’s (AHN) new in-house TeleICU program that enables a centralised, AHN-intensivist-led care team to provide round-the-clock support to ICU bedside caregivers at the network’s community-based hospitals.

Rise of Global Capability Centres 

Amidst these shifts, there is a trend that is gaining prominence—the rise of global capability centres (GCCs)—especially in the realm of patient experience. These centres, often established by healthcare organisations, leverage technology and skilled personnel to provide a range of services that enhance patient interactions. From managing patient inquiries to offering remote support, they bridge the gap between technological innovation and compassionate care. This seamless integration of technology and human touch not only offers convenience but also reassures patients that their concerns are being heard. And the GCC’s ability to focus on these exclusive tranches helps enhance their relevance and value.

As healthcare continues its journey into the digital age, preserving the essence of patient-centric care remains paramount. Technology should serve as a facilitator, not a barrier, to empathy and communication. Patient experience is not just a matter of preference; it has profound implications for clinical outcomes, financial performance, and public health. The role of GCCs in supporting this core patient-centric agenda is today more central than ever, as patient-experience-centric innovation takes centre stage and GCCs become experts in delivering that value, from doers to designers to directors to delighters. 

Ultimately, the success of healthcare in the digital age hinges on our ability to strike a harmonious balance between technological advancement and human connection. By prioritising patient experience, we can ensure that care remains at the heart of healthcare, even in an era dominated by technology. After all, the art of healing is not solely about treating ailments—it is about tending to the human spirit, a sentiment that must never be lost amidst the march of progress.

The author is Executive Vice President & Chief Delivery Officer, Thryve Digital LLP

Sumit Kumar

Guest Author