Skip to main content

Customer Experience and Design

Keeping A Personal Touch in #Digital Healthcare

Next time you are in a restaurant, coffee shop or on public transportation, take a look around at the number of people occupied by their smartphones and tablets instead of engaging with those right next to Keeping A Personal Touch in the Digital Healthcare Worldthem. As a society, we are becoming increasingly depersonalized and relying more on electronic communications and less on face to face interactions. Our dependence on technology and electronic communications is leading to a rapid decline of our interpersonal skills and some fear that healthcare providers will lose their personal touch as they continue to ramp up their technology use. How many times have you called an organization and all you wanted to do was talk to a human, but you spend several frustrating minutes on the phone listening to an automated voice.

In healthcare, the benefits of technology are tremendous, such as enhancing patient care and providing more accurate and timely analytics for improved outcomes. However, there is a rising concern that technology is replacing personal interactions, by minimizing the amount of time patients spend with providers and in turn dehumanizing healthcare. Amongst all the challenges healthcare providers are faced with, they must also find ways to keep a personal touch in the digital healthcare world. A patient-centered model starts with a Physician who listens to their patients.

Unfortunately the new healthcare system isn’t geared toward human interactions. Healthcare providers spend more time starring at a computer screen and checking boxes than communicating and more importantly listening to their patients. It reminds me of the scene in Patch Adams where the late and great, Robin Williams’ character is talking to a Doctor and he can clearly tell he isn’t listening so he starts rattling off ridiculous statements. Listening to patients and providing compassion and support can go a long way in keeping a personal touch in the digital world of healthcare. The use of technology will continue to rise but we must be sure to keep the CARE in healthcare.


Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

Kate Tuttle

Kate Tuttle is a senior marketing professional with more than 13 years of marketing experience in both B2B and B2C environments. She has more than 7 years of healthcare industry experience and is passionate about technology and its impact on consumer experience.

More from this Author

Follow Us