Data of course! It helps you find new insights but ask relevant questions!
At day one of HIMSS the prelude of the show was dedicated to education. I choose the stream on ‘Digital & Personal Connected Health’. And my personal key take-away: It’s all about the data and the way individual patient journeys can be improved via data. Not just clinical data but also information of a personal nature, such as food or entertainment preferences. This results in a form of engagement with the patient/customer that we have long seen in other industries, so-called Customer Relation Management (CRM).
‘Personalising’ is the key word. It’s not enough to connect the patient to the ecosystem. This does not create value as such. It’s the insights gained based on the data generated via connected care that helps to address the triple challenge of care: Timely access to information, people and care when needed.
Two things patients care about
Adrienne Boissy, MD and Chief Experience Officer of Cleveland Clinic stresses that the individualisation has to be relevant to the actual purpose of a hospital stay: Getting better. And what matters most for those of us who are hospitalised? Boissy says the two most important things for each of us are (1) “to know who is on my care team and (2) what is going to happen to me today?” For any of us who have had a hospital stay this rings true. In addition, patient satisfaction is hugely improved by giving us faster access to test results and shortening the time spent agonising over the results. But all this data should not deter from a crucial actor in the patient-doctor relationship: Empathy.
What does the data say?
Interesting discussions emerged about who actually has to look at all the data? Is it the doctor’s mission, on top of an already busy schedule? And, should the clinician fail to review all this data, is he or she liable for not acting upon that information? These questions need to be answered.