By Jay Juffre

There is an old saying, always listen to what the doctor says, and this is a very important adage; however, the leading healthcare organizations are realizing, in a day of increasing patient demands, looking for new ways to enhance communication and engagement between providers and the patient, is the way of the future. This approach is designed to foster stronger relationships, provide shared decision-making, and instill greater confidence in the care being provided. The goal is to have the patient see themselves as an active participant in the journey. I remember experiencing this firsthand years ago while undergoing chemotherapy. The doctor explained the treatment options, gained agreement with me on the right course of action, listened to my concerns, and shared information proactively along the way. The treatment was not easy, but I developed a great deal of confidence in his approach and felt like I was a true partner in the process because he took time to communicate and engage. To this day, he calls me a great patient and I would recommend him to anyone who was diagnosed with blood cancer. I’m sure for this oncologist, the approach was nothing special. This is how he approaches every patient. And thankfully there are probably tens of thousands just like him. The key is taking what he does so well and scaling it across the entire organization. The great thing is we know what success looks like, we can assess where we are, and then we can work on how to get there. The leading providers are currently looking at ways they can drive communication and engagement to new heights. Continue with the old approach of one-sided, top-down communication which leaves people and their families feeling disconnected and you may find yourself on the outside looking in.

Jay Juffre is Executive Vice President, Total Customer Experience, ImageFIRST. For more information on ImageFIRST, call 1-800-932-7472 or visit www.imagefirst.com.