He discovered to no surprise that when doctors get sick, they discover cracks in the health system that they didnÛªt know existed. Things they never paid attention to like long waiting times or a broken television really are a big deal.
From a patient perspective one of things he learned was that patients try to please their doctors. You know. The doctor asks ÛÏis everything OKÛ and instead of using it as an opportunity to ask questions and probe, you answer ÛÏyes it is.Û He also recognized how important spiritual issues and prayer are for patients.
Doctors discovered an interesting thing. ItÛªs not just about the clinical outcome but the total experience. They noticed the physical surroundings, took note of the medication mishaps. They took note of language. Doctors are always quick to tell you the odds for complications in a surgery instead of spinning the positive and tell you the overwhelming odds against complications. It triggers an entirely different emotional response from patients.
Lessons ÛÒ well for consumers, as always, speak up and advocate for your health care and that of your loved one in a long term facility. For my long-term care colleagues, note that the experience will start mattering more and more as aging health professionals actually have to encounter the system themselves. This is all the more reason to audit and fix the experience. It will lead to the best marketing possible ÛÒ word of mouth.