Patient experience is close to my heart, because it's a buzzword, but it matters. I'm glad people are paying attention to how the patient views the medical experience, and not just that care is delivered effectively.
The Cleveland Clinic's Patient Experience Summit "combines empathy and innovation," and this year's theme was Empathy Amplified. Each presenter selected music to come on stage to and it was fun to see what they selected, from U2's "It's a Beautiful Day" to "It's the End of the World as We Know It" by R.E.M. This set the tone for a great conference, and even though there were more than 2,000 people there, by the fourth day, I had lots of friends!
Innovation needs to be about pressing where things are bit uncomfortable and the general sessions delivered a lot of surprises.
1. The Ostrich Index. "We ask people to operate in a self-actualized peak experience and they know they should... but they just can’t prioritize that right now. It’s not about cost, access or transportation. It may be money issues, a lack of support, conflict, stress, debt, no time to exercise, substance use, sad, not sleeping, no spiritual outlet, no sex life or caregiving demands. Stress is real." -Alexandra Drane, Eliza and Seduce Health
2. Toxic Doctors = Darth Vader. "Silence is a moral issue. Silence kills. It creates a culture that undermines safety. Darth Vaders create a toxic environment. Staff can’t breathe. This allows incompetence, shortcuts and disrespect. Inaction is an immoral act." -Dr. Wyatt, Joint Commission
3. Machines Make Fewer Mistakes. "A combination of forces approach -- care anywhere and care in teams are already hear. Care by machines? Care by large data sets? On their way. Robots don't have to be perfect, they just have to make less mistakes than humans."
Given our Darth Vaders, maybe machines would be better? I love the honesty that we may not be providing what patients (who are human) really need. They repeatedly say they want to understand what's happening to them, be involved in the decision-making process and have people be nice to them (because they are very scared.) Seems reasonable, but the giant knotted system of health care is hard to turn around. This summit was a great step in the right direction and I applaud all involved.