Personify Health talks to many patients to learn how they select their physicians and other healthcare providers. Of course, they usually lead off with the obvious influencers – the practice’s proximity to their home, its medical capabilities and accepted payment types.
That makes up about a minute of the conversation, with patients often acknowledging that many medical organizations meet these basic qualifiers. From that perspective, they have plenty of options.
Then something interesting usually happens. The discussion shifts away from logistical factors and delves into the role relationship plays in defining their healthcare attitude. Patients open up and share how they want to feel when using or considering a practice. They don’t mince words either.
They tell us why they either love a doctor or dislike the entire system. There’s rarely any lukewarm talk of “I can take them or leave them.” It’s always a definitive opinion, with its leanings based on the emotional connection they have – or don’t have – with their caregiver.
For people who champion their healthcare experience, talk of trust and loyalty tends to center around provider personality. It seems these patients relate to their doctors and nurses on a more human level, sensing a bond beyond the treatment.
For patients that speak ill of “the system,” you guessed it. They feel overlooked…like just another number…out-of-sync with their caregivers. We started to ask, how does an industry founded on connection and vulnerability get everyone believing again? First, we must spotlight the moments that drive good perception.
With the launch of Who Cares for Me, we hope to promote stories of exceptional relationships between patients, their physicians and their healthcare teams. We will use these narratives to inspire and educate, amplifying their meaning to help shape tomorrow’s empathy landscape.