Re-Establishing the Relationship Paradigm

Transcription

1 Re-Establishing the Relationship Paradigm Jan Berger MD, MJ CEO,

2 Healthcare is a Team Sport

3 THE TWO MODES OF A HEALTHCARE CONSUMER ON THE JOURNEY Unchosen journey Primal emotional state triggered Diminished cognitive function Distrusting Simpler experience Seek human connection for safety BE HEALTHIER Chosen journey Intrinsically motivated Strong cognitive function Multiple segments Pleasure/reward at the end Seek information tools to support action Quantum Health

4 Why Relationships Matter Trust Engagement Outcomes

5 Relationships: A Definition The state of being connected The way two or more people or organizations regard and behave towards each other Cambridge Dictionary

6 Trust In Healthcare Trust refers to the expectations that those who serve them will perform in a technically proficient way, that they will assume responsibility and not inappropriately defer to others and that they will make the patients welfare their highest priority JAMA; 1996

7 Or

8 Historically patients placed high levels of trust in the healthcare professionals

9 Three Types of Trust Personal trust Interpersonal trust Social trust

10 Trust has been found to play a significant role in patient outcomes due to Improved interactions Continuity in relationship Improved adherence to recommendations Reduced utilization of inappropriate services O Malley et al, Preventative Medicine 2004

11 Is There an ROI on Trust Peppers & Rogers Group found Consumers are willing to pay $30 more per month on their health premium on a health plan that they trusted 20% were willing to pay $51 dollars more Those that trusted their health plan were 8x more likely to stay with the plan Measuring the Value of Trust in Healthcare, Lacki, 2012

12 We Are Social Beings: Consumers don t want to make decisions alone. They want to have access to trusted advisors Trust is required to build an interpersonal relationship

13 The Bad News: Trust in the Healthcare Environment is Broken

14 Deconstruction of Trust What Happened Healthcare became more complicated Providers and consumers became more transient Perception of profit over people (Edelman 2017) Circular firing squad Perception of a zero based game

15 So what do we do

16 Relationship Centered Care: Think Broadly Patient self management Shared decision making Broaden the definition of health and healthcare Consider the entire healthcare team

17 Engagement MBGH survey

18 How Do I Act When I Am Engaged Consumer Behaviors Active Participant in one s care Partnership verses passive Self management

19 Skills Necessary to Be Engaged Skills Necessary for Engagement Benefits literacy Health literacy Confidence Trust Support

20 Key Behaviors in Creating a Relationship and Engaging Aligned goals and incentives for all involved Make desired actions easy Create open lines of communication Use plan designs wisely All Parties Need to participate

21 Communication Our words and actions matter.

22 Communication Pitfalls Preconceived notions or bias Leading the witness Forgetting the person across from you is a person Our actions may conflict with the words we use

23 Non Verbal Communication Eye contact Posture Positioning Listening skills

24 Listening: The Most Important Tool

25 Empathy What is it Understanding the position of another Why does it matter Helps to create the relationship time saver better outcomes It makes life more fun

26 Empathy: Understand A Patient and Caregiver Perspective Modes Non healthcare dynamics Social determinants Desired goals What is their day and life like Social support Cultural influences

27 Culture How beliefs and our backgrounds have a significant impact on relationships, communication and decision making

28 Shared Decision Making The process in which providers and patients work together to select services based on the goals of the patient and clinical evidence

29 Shared decision making is not about handing a patient a brochure and asking if he or she understands it Joan Kelly Chief Patient Experience Officer NYU Lagone Medical Center

30 Shared decision making Understand that there is equal participation Understand patient goals, values and preferences Explore options and compare those options Don t be afraid of disagreement along the way

31 Questions