As a physician and health care executive, I have always been attracted
to tools and devices that enhance our ability to achieve outstanding clinical
outcomes. Over the years I have gained more appreciation for a particularly
simple tool – the human ear.
The evidence is overwhelming. When we listen to others – patients,
employers, physician partners and more – we do a much better job.
This isn't always easy in health care. Unfortunately, we have spent
a long time instructing people and engaging in one-way conversations.
Additionally, we have introduced certain technologies that create more
distance than connections. However, if we do listen and hear what those
we serve want and need, we can be truly outstanding health care providers.
Several years ago, St Joseph Hoag Health heard that consumers wanted health
care to be more accessible and convenient. With this in mind, we embarked
on developing breakthrough programs that brought every day health and
disease prevention to where people live and work. Today we have St Joseph
Hoag Health Wellness Corners in several local business and residential
areas. The centers are tailored for customer needs. While some focus mostly
on medical care, others incorporate fitness and wellness programs which
users have found helpful. This is health care that works for the consumer
because it is convenient and suited to their lifestyles.
We have also heard customers asking us to introduce technology that makes
their lives more convenient, similar to the way Amazon and other e-commerce
enterprises have changed their retail experience. We think this makes
sense, so we are now focusing on providing e-visits and digital applications
that help patients manage their health. We do not think that this effort
involves copying retailers every step of the way. Health care is much
more than a retail transaction. We need to develop consumer-centric innovations
that truly improve the patient experience. I believe there is enough capability
and appreciation for the unique nature of our field to make digital health
care truly remarkable.
We also need to listen to employers who want more value from their health
care investment. In our community, we heard employers state a clear preference
for working as a team with health care insurers, brokers and providers
who all focus on keeping employees healthier and providing the services
they need. As a result, we developed innovative partnerships that focus
on the specific health risks of each employer group and develop tailored
programs that address these concerns, resulting in better outcomes which
will naturally reduce health care costs. It is a collaborative method
of working with employers and it is proving effective in achieving better
patient satisfaction, improved outcomes and greater affordability. Our
experience has shown this is never a one size fits all approach, but one
that responds to each employer group's needs.
We can also benefit enormously from listening to physicians who deliver
care. Ultimately, we all want to provide quality care for our patients
and our communities. With this in mind, we must work together to develop
highly effective partnerships. At St. Joseph Hoag Health, our collaborative
work includes enhancing the patient experience, pursuing population health
and developing technology to keep patients and doctors connected. Additionally,
when our health system looks at future strategies, we have doctors at
the table. And we work hard to maintain open communication with all of
our physicians. This partnership of mutual respect and shared goals will
be even more integral as health care continues to change and evolve.
Perhaps most importantly, we must remain aware that everyone has a voice,
especially those who lack access to care or who need services such as
mental and behavioral health. For these individuals and families, we need
to listen and respond appropriately--with much greater urgency. As a society,
we have progressed in the way we view mental health, yet we still do not
give these issues the attention they deserve. We cannot ignore the fact
that many individuals with mental health conditions and the majority of
people with substance use disorders do not receive the care they need.
I believe health care will advance dramatically over the next five to 10
years. For those who want a part in this transformation, my advice is
to begin with a very basic action: Start by listening.