The next revolution in health care? Empathy | Paul Rosen | TEDxWilmington

Summary

The speaker recounts a personal story of his father-in-law's lung cancer diagnosis and the impersonal hospital experience that followed, highlighting the need for empathy in healthcare. He discusses the frustrations of delayed appointments, emergency room wait times, and the importance of patient comfort during procedures. The talk emphasizes the epidemic of caregiver burnout and its impact on empathy, urging a redesign of the healthcare system centered around patient needs and experiences to improve medical outcomes and satisfaction.

Takeaways

• 👨‍⚕️ The script highlights the importance of treating patients as individuals, not just medical cases.
• 🏥 The speaker recounts a personal story about their father-in-law's experience with cancer and the impersonal nature of hospital care.
• 📈 The script points out that delays and inefficiencies in healthcare can be frustrating and sometimes harmful to patients.
• 📆 Modern scheduling techniques, such as Q Theory, can help reduce wait times and improve patient access to appointments.
• 🚑 The emergency department's efficiency is crucial, and many hospitals are working to reduce wait times and improve patient flow.
• 🧒 Pediatric care emphasizes comfort and minimizing pain during procedures, which can also apply to adult care.
• 🩺 The script suggests that healthcare professionals should always consider ways to decrease pain and anxiety for patients.
• 🌙 The practice of waking patients early for blood tests is outdated and can be changed with modern technology.
• 🔥 Burnout among healthcare professionals is a significant issue that can affect patient care and needs to be addressed.
• 🤝 Empathy in healthcare is essential, and restoring it can lead to better patient experiences and outcomes.
• 🌟 A healthcare system designed with empathy in mind would prioritize patient comfort, communication, and choice.

Q & A

What was the initial symptom that led to the discovery of Sully's cancer?

Sully was experiencing pain in his shoulder while swimming, which was initially thought to be tendonitis or another overuse injury.

What was the actual cause of Sully's shoulder pain?

The shoulder pain was a symptom of a tumor in his cervical spine, which was a result of lung cancer that had metastasized.

How did Sully feel about his treatment in the hospital?

Sully felt like he was not being treated as a person. He mentioned that hospital staff did not introduce themselves, smile, or explain what they were doing, and he felt like a piece of meat being moved around.

What was the specific issue with Sully's scheduled test involving sedation?

Sully was supposed to have a test with sedation but was not informed that it had been canceled due to a trauma case, and he was not allowed to eat because of the sedation, which was an oversight by the hospital staff.

What did the speaker reflect on when standing in the hospital family lounge?

The speaker reflected on the irony of being in a world-renowned hospital with a reputation for excellence, yet his loved one did not feel like he was being treated like a human being.

What historical perspective did the speaker provide regarding patient-centered care?

The speaker mentioned Henry Ford's 1915 critique of the Henry Ford Hospital, which was designed to fit the needs of physicians rather than patients, and questioned how much progress has been made since then.

What is one modern scheduling technique mentioned to improve patient access to appointments?

The use of Q Theory to manage patient appointments and reduce wait times.

How are some hospitals addressing delays in the emergency room?

Some hospitals are tackling delays in the ER by smoothing out their flow upstairs to prevent those delays from impacting the emergency department, and allowing patients to make appointments for the ER online.

What measures can be taken to decrease pain and discomfort during medical procedures?

Measures include using distraction techniques, numbing cream, nitrous oxide for sedation, and offering comfort measures to decrease pain during procedures.

Why have hospitals traditionally collected blood samples from patients at 4:00 a.m.?

Traditionally, it took hours to process blood tests, and doctors wanted the lab results for their morning rounds. However, with current technology, blood tests can be processed much faster, eliminating the need for early morning collections.

What impact does caregiver burnout have on patient care?

Burnout among caregivers can be a barrier to empathy, leading to increased medical mistakes, patients being less likely to take their medications, and poorer disease control.

What is the speaker's vision for a healthcare system designed with empathy?

The speaker envisions a system where doctors wash their hands 100% of the time, patients have uninterrupted time to tell their story, appointments are readily available, medical advice is accessible via mobile devices, and hospital care focuses on healing, nutrition, sleep, pain control, and communication.