Recently, Nuance conducted a study, “Healthcare from the Patient Perspective,” which surveyed 3,000 patients from the U.S., UK and Germany on their perspectives related to technology, engagement and physician relationships. The overall findings, which were consistent across the countries, reinforced the critical role that the physician-patient relationship plays in keeping people invested in their health. In a rapidly changing medical world with new reimbursement models, new technology, and new treatment possibilities, it’s critical to understand how patients are reacting to the events occurring around them.
Patient perspectives on care
In the US, clinicians have a few minutes to meet with their patients, document a perfect record, achieve dozens of quality measures, be empathetic, and never commit malpractice. It’s impossible to balance. What are the patients saying?
- 88% of patients say they have a good relationship with their physician;
- 95% say they are completely honest with their physician;
- More than 1/3 of patients spend less than 10 minutes with their physician during an average visit; and
- 40% of patients feel rushed during appointments.
What can we do to better engage patients and families who feel time constrained and are seeking information and technology solutions?
- 68% of patients bring a list of questions to each doctor’s visit;
- 39% have checked an online source in advance; and
- 20% bring personal health data from outside organizations
New tools including personal health records, wellness apps, and home monitoring/telemedicine are being rolled out. How do patients feel about this increase in technology?
- 97% are comfortable with their physician using technology during a consultation; and
- 58% feel technology positively impacts their overall experience.
Care traffic control
What can we learn from this study? It’s clear that a new paradigm for team-based communication and wellness is needed to meet the needs of providers and patients. Assuming that physician time per patient is unlikely to expand, our best approach is to bring together teams of people all linked with new technology tools and contributing to the patient experience. A patient’s care team may include a physician, a mid-level, a nurse, a social worker, a pharmacist, and a care traffic controller — a person serving as an orchestra leader, guiding the patient to the right resources at the right time. Although the primary care giver once could perform this function, the complexity of services available and the demands on primary care giver time, argues for a dedicated professional leveraging the talents of many service providers.
All of this will require new IT tools.
- *No longer will there be a separate EHR and PHR, there needs to be one single record shared between clinicians and patients, who view and contribute data
- *The Care Management Medical Record must sit on top of all the individual clinician records providing a registry for quality measurement, benchmarking, and disease management.
- *A social networking-like model will be needed for the care team to enhance communication and share the responsibilities for clinical record keeping. I’ve advocated for a new kind of electronic healthcare record that looks more like Wikipedia and FaceBook than today’s EHRs, which digitize the paper processes of a single provider.
I found the Nuance data to be very helpful. Clearly to deliver the high quality, safe, efficient care our patients demand, we must embrace current technologies while realizing they are insufficient and need to evolve. We must work in care teams, and grow the number of care traffic controllers serving as the navigators for patient wellness. We must listen to our patients/families, leveraging their opinions to reform our existing workflow and processes.
Now that we have data to guide us, I look forward to creating the next generation of tools.