Quality In Medicine: Why The Experience Matters As Much As The Outcome

We know that customer experience is becoming a vital part of the buying process; with a world shifted toward personalized advertising and care, it only makes sense that desire for a quality experience should extend toward the healthcare field. One study focused on quality measurement in healthcare found the definition of quality itself to be complicated.

“While we often associate quality with price, Americans have the world’s most expensive health care system, yet have disappointing patient outcomes.”

As a result, it can be incredibly difficult to measure quality due to its shifting nature: different people have different interpretations of what a “quality” doctor’s visit or hospital stay would entail. However, approximately 72% of businesses state that their top priority is improving customer service, so figuring out how to quantify a feeling is the first step towards a solution.

The University of Alabama at Birmingham’s medical school (UAB Medicine) decided to focus on time and attention. Frequently, doctors and physicians are required to document patient details from the moment they walk in, all while trying to assess and treat potential problems. The result of these extra administrative demands — namely, recording every aspect of the visit — can take a toll on the patient’s experience and make them feel like they’re not valued as an individual, that they’re simply another number in a long list of numbers that needs to be seen today.

Logically, if you can remove some of that stress, the job of the doctor will be to attend to the patient as much as possible, making eye contact and truly listening to what they say. UAB Medicine partnered with IKS Health, a global healthcare solutions organization, to develop Scribble, the world’s only “asynchronous, virtual scribe”.

“We know that physician burnout is a serious issue in the United States,” said Jim Boswell, Managing Partner and Chief Development Officer of IKS Health. With solutions like our Scribble and Coding services, we’re bringing proven tools and resources to organizations so that they can return to the core of medicine and patient care while simultaneously improving quality and remaining financially viable.”

Scribble allows more time for physician/patient interaction during clinical visits, frees up the physician schedule for additional patient access, and reduces the time spent after hours on electronic health record documentation, which gives doctors more time to care for both their patients and themselves. With so many people in the healthcare industry at risk of burnout (over 335,700 lab technicians alone), Scribble has the opportunity to truly make a difference, for everyone involved in the process.

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