An Epidemic of Empathy in Healthcare: How to Deliver Compassionate, Connected Patient Care That Creates a Competitive Advantage by Lee MD Thomas H

Author:Lee MD, Thomas H.
Language: eng
Format: epub
Publisher: amazon

Advances in Data Analysis

Collecting more data from more patients in a more timely fashion is the beginning of an ambitious agenda, not the end. Once those data are collected, they must be analyzed, put in context, and reported in ways that have an impact. As has been noted, the normal human response to feedback is to look for reasons why the findings may be wrong if those findings suggest the need for improvement. Even if patient experience and other types of quality data were collected from 100 percent of patients every day or every shift during hospitalizations, there would still be justifiable concerns about the use of those data to compare providers and decide who is best, who is merely average, and who is doing poorly.

Patients are individuals, of course, and just as two people may give drastically different reviews of the same movie, patients can walk away from the same healthcare experience with different impressions. One implication of this is that healthcare providers need to tune in to their patients as individuals and understand each of their needs and try to meet them; in other words, they need to practice empathy. Another is that healthcare providers need data on many patients so that the wisdom of crowds can be applied to the data and random errors caused by variation among individuals will cancel out.

However, just as individuals vary, so do groups. New Yorkers are tougher customers than Midwesterners. Younger patients are less likely to give top ratings than are older patients. Asians give fewer top grades than do European Americans. There are also complex systematic differences in interactions between groups of patients and groups of clinicians, for example, between patients and providers of different races or different genders.

Download

Copyright Disclaimer:
This site does not store any files on its server. We only index and link to content provided by other sites. Please contact the content providers to delete copyright contents if any and email us, we'll remove relevant links or contents immediately.