Imagine a people-oriented healthcare system. A kind of doctors always act in the best interests of consumers and empower their clients to take care of their own healthcare needs. The integration of electronic medical records is updated daily with coexisting providers. We combine the beauty of health and social services to create a continuous support network. Dr. Summer Knight, Deloitte’s paramedic executive and CEO, explains this improved and compassionate model in her new book “Humanized Healthcare”. Here, she insists that there is clear guidance on how we can improve the healthcare system to have a positive impact on all parties involved.
In the past year and a half, the COVID19 pandemic has weakened people’s ability to make interpersonal connections with providers. For many people, seeing their regular doctor becomes difficult because the focus shifts to hospitals and emergencies. Due to the large number of patients hospitalized for COVID19, some people were even discharged from these hospitals prematurely. Although the pandemic has affected millions of people and our country is at its lowest point in history, there is now an opportunity to improve patient contact and restore quality management in the global health system. Dr.
Summer Knight advocates for providers to use this model now more than ever, and in a recent interview with my foundation, ACCESS Health International, she provided detailed examples of how we implement consumer-based care. She insists that advances in artificial intelligence and sophisticated data analysis have the potential to create an efficient future for healthcare, thereby restoring connections between people.
At the beginning of this book, the IQ used by healthcare providers is opposed to EQ. Although IQ is important for taking care of clients properly, EQ is even more important because it establishes a “treatment alliance” between the provider and the person receiving treatment. Dr. Knight defines this therapeutic alliance as “the connection between healthcare consumers, their medical teams, and their natural support network based on mutual care, which is the core goal of optimizing health and trust.”. He also believes that for this strategy to work, these relationships must be extended to people who need digital attention-activated platforms where humans and machines work together.
In order to strengthen and promote the therapeutic alliance between doctors and consumers, virtual health is an important step in our journey towards the humanization of healthcare. Digital health is embedded in electronic devices related to daily life, not just to treat diseases. The healthcare industry is constantly preparing for the surge in the virtual healthcare market. By the end of 2022, its revenue is expected to reach 3.5 billion U.S. dollars. Through telemedicine, humanized medical care becomes lifelike, enabling doctors to share information, easier access to providers,
patients with improved evaluation and management, and remote monitoring of patients. Virtual Health enables stakeholders to continue the work they have already started and address key consumer priorities in the process.
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Please note that I avoid using the word “patient” throughout the text. This is another important point made by Dr. Knight in Humanizing Healthcare. She made it clear that this term puts customers in a submissive and dehumanizing position. His proposal is to call the person receiving treatment an “active consumer” or “customer.” This shows that clinicians no longer hint at what they will do or do for them, but instead describe what they will do with them as active partners. Since today’s active consumers are ready to take responsibility for their own health, these terms are more respectful of customers and closer to the concept of customer first.
By using treatment methods for virtual health, we are able to remotely share data and content and create personalized interactions, while providing high-quality access to enhance consumer-based care. Your information is very important at a time of despair and difficulties in the COVID19 pandemic. I urge you to pick up a copy of this new book and learn more about his pioneering work to create a stronger, customer-based business-to-business model. It starts with you, but we can lead this medical revolution together and start using drugs to improve and improve, not for patients, but for consumers, one customer at a time.

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