In all of the jillions of articles I have read and presentations I have attended on patient engagement, I do not believe I have ever heard the word “kindness” mentioned.
A friend sent me a link to an article in Hospital and Health Networks (H&HN) titled “Recognizing the Value of Kindness in Health Care. It was written by Gary Greensweig, D.O., the chief physician executive of Dignity Health in San Francisco.
A Survey on Kindness
In the article, Dr. Greensweig describes the results of a survey commissioned by Dignity Health from Wakefield Research. The findings are interesting:
- 87% of Americans feel that kind treatment by a physician is more important than other key considerations in choosing a health care provider.
- 64% have experienced unkind behavior in a health care setting including failure to connect on a personal level (38%), staff rudeness (36%) and poor listening skills (35%)
- ~75% of survey respondents indicated they would be willing to pay more to visit health care providers that practiced kindness
- 88% said they would be willing to travel farther to receive kinder care
Patient engagement, patient empowerment, but not kindness
In all of the jillions of articles I have read and presentations I have attended on patient engagement, I do not believe I have ever heard the word “kindness” mentioned. The experts talk about improving communication primarily by using HIT. They talk about pushing informatino to patients and caregivers (again, using technology to facilitate the “conversation”) so that they are better educated, and therefore engaged, in self-managing their conditions. They demo platforms and apps that allow video visits with physicians although often these docs are not the patient’s personal physician.
Some talk of empowering patients as a way to engage them. But at what cost? My own PCP recently told me about one of her patients, definitely an e-patient, who lambasted her when she entered the finding of microalbuminuria in her electronic health record. Why? Because she (the patient) had worked very hard to manage her diabetes and she didn’t want her doctor degrading her otherwise pristine medical record. Attempts to explain that documentation of this finding would help her medical team provide better care were to no avail. The patient left angry – the physician felt abused. Kindness in healthcare has to go two ways.
Dignity Health and Kindness
Dignity Health is going beyond the survey and writing articles. According to Greensweig, they are determined to “practice human kindness every day throughout Dignity Health – including the processes and policies that strengthen the human connection among [their] doctors, nurses, caregivers and patients so that everyone who becomes part of our community feels welcomed, safe, comfortable, listened to and respected.” Now that is an admirable goal! And, the results of the Wakefield survey suggest if is not only nice, it is also good business.
Addendum: Dignity Health has started a campaign to propagate human kindness. Take a look at the “Hello Humankindness” website to get the flavor of what they are up to.