Do we do what is best for patients when we do what we normally do?
We must constantly be aware if patients' best interests are served when we do what we normally do. Digital solutions can make a huge difference, but we must understand and be aware of the digital aspects and not just do what we normally do - just digitally.
The phenomenon is called pareidolia - it is when we make meaningful interpretations of e.g., the shapes of clouds in the sky. The brain decodes the visual impressions and interprets these into something recognizable. We are biologically geared to notice specific structures in our surroundings. We can transfer this to seeing new possibilities in digitalization and patient communication. We turned the paper-version of the medical record into a digital version but continued to use it in the very same way as before. In this way, patients, healthcare professionals and researchers missed many potential improvements in treatment - until we recognized the potential in digitalizing data. We unfortunately repeat the mistake with video consultations. We make consultations as we normally do - just meeting on video instead of face-to-face.
Digitalization - yes, but absence of transformation
During the COVID pandemic, video consultations became the new black in healthcare. It seems that many opinion formers point to studies showing that patients prefer video consultations compared to face-to-face meetings, although general practitioners have reservations about abandoning face-to-face consultations. Video consultations make sense and are convenient for patients but do patients benefit from the full potential of online consultations? Just replacing current work routines with a digital equivalent carries the risk of making the same mistake as when appointment letters were digitalized and sent electronically - digitalization yes, but no transformation. When we digitalize services, we have an obligation to consider the context, which we have often neglected in digitalization processes in the public sector.
Put on service-design glasses
We must put on the service-design glasses to find out if it is a traditional face-to-face meeting the patient needs, if the timing is right, if the format is right etc. Emento recently facilitated a meeting where everybody in the panel including patients, hospital representatives, designers and researchers all voiced the advantages of patients driving the digitalization - and not letting potential cutbacks and system conveniences be drivers. Experiences showed that if a solution worked for patients, it worked for the system and healthcare staff - and maybe it was even cheaper. Before getting too enthusiastic about efficient solutions and developments during the COVID pandemic, we should take the time to do things right the first time.
A digital contact is much more than a video consultation! think about digital contacts with family, friends and professional networks through apps and web services. It is already a natural part of our everyday life when shopping, ordering take-away, travelling etc. So, why is the contact to the healthcare system not digitally extended in the same way. But why are we so thrilled about the apps and online services we already use? Because they work - they work when we need them. If we compare medical face-to-face consultations and video consultations, do we automatically spend the same office time? Does it benefit the patients? Could you imagine an online emergency department when you compare with the emergency departments we know at hospitals?
We should ensure the focus stays on patients' needs. In this way we do it right the first time and we do not continue to do as we normally do - just digitally.
