Dr. Duffy is an acclaimed patient experience leader and the Chief Executive Officer at ExperiaHealth
Years ago, one of my mentors said to me 20% of healing is linked to our technology and tools, the other 80% is something else—it’s the human to human connections, the physical environment, and spirituality. Two decades into my medical career and the technological leaps have been startling. But the other 80% of healing hasn’t fared nearly as well. Regulatory requirements have doctors and nurses asking questions and taking steps purely for the purposes of checking a box. The business environment has pushed clinicians to constantly work faster and smarter and more profitably. Caught in the middle, the once-sacred physician-patient and nurse-patient relationships have suffered.
Finally, after two decades of leading the work to humanize the delivery of medical technology, there is now a focus on patient experience- largely due to the government mandating that hospitals measure patient satisfaction (HCAHPS), publically report the results, and link reimbursement to the scores. Healthcare organizations must improve the patient experience.
But how?
