Monday, September 12th, 2022 Alive18,766days
There's a big push in large healthcare companies to make things easier for patients. It sounds dumb to have to state that, but there has not always been the institutional will to care for patients on their level. But a lot of studies and computer models have shown that something as simple as repeating instructions to a patient can improve the outcomes of treatment in a percentage of people. With so many people in the world now, even a small change can mean enormous savings in money for hospitals, insurance companies, and the patients, themselves.
Unfortunately, we're still at the beginning of the process of bringing the healthcare institutions down to the level of the people they are supposed to serve. The use of regular language and easy methods is spreading, but remains uneven.
To wit: The image above, which is the first question asked when trying to book an imaging appointment with Houston Methodist Hospital.
This is an online form for patients, not doctors. When a regular person phones Methodist to make an imaging appointment, it suggests you use this form to make the appointment online.
I am not a doctor. How am I supposed to know if I need an “MRI 1.5T Wide Bore with Contrast,” or an “MRI 3T without Contrast,”, or a “Fluoroscopy,” or something else? It turns out the type of appointment I need isn't even listed in the options.
As someone who builds healthcare web sites for a living, I understand the technical reasons why this is the way it is. But I also understand that it doesn't have to be this way.
There are people in healthcare who care quite a lot about making things easier, and therefore better, for patients. That caring and understanding rarely pervades and entire organization. But it has to.
What we see here is, in my semi-expert opinion, a breakdown in the chain of caring. Something got outsourced to an external company that doesn't have to care. Someone didn't get trained in the importance of making things easier for the patients, and let this awful thing see the light of day. Some web developer somewhere doesn't have the authority, confidence, or will to question what's been handed to him to produce. He's just there to push buttons and cash a check.
Every person at every level of a healthcare organization not only had to be told to care, but trained to care. Even, and especially, the directors and C-levels. The upper levels are told about how much money can be saved by making healthcare more accessible to ordinary people. But they aren't trained in what that actually looks like, so they are not able to spot mistakes as they're happening, so they can have the people under them correct the problems before they persist and spread. Allowing people to say “That's the way we've always done it” is evidence of a sclerotic organization.
Similarly, and as alluded to above, with the continual outsourcing of functions, you also end up outsourcing caring. Someone pasting together AJAX snippets from StackOverflow in an SalesForce application on the other side of the planet doesn't care that the web site is useless to 90% of users. They've done their job, and that's all their staffing company cares about. It's important to understand that lack of detail and care makes your healthcare company look bad, and it hurts your bottom line by making your treatments less effective, and making your doctors work more.
Everyone in a healthcare organization has to not only care about the patients, but be trained in this. Not just the hands-on people like doctors and nurses and patient liaisons. Everyone. The people who process forms. The people in accounting. And, yes, the I.T. people. Every single person in a healthcare organization affects patients in some way.
To its credit, of the dozens healthcare organizations I've interacted with in dozens of states, Methodist is among the better and more advanced with regard to how it treats its patients. But the process is incomplete.
Healthcare companies talk a lot about caring. But unless there is an ethos of responsibility to the patient that includes every single person in that organization, it's all just marketing.