Healthcare should be grounded in longstanding, trusted relationships. After all, a person’s health is personal, and their deepest vulnerabilities are often exposed in a healthcare setting. To become strong, trusted partners in care, not just providers, we must prioritize a comprehensive understanding of each consumer and their full circumstances. It is when we have this three-dimensional view that we can truly meet a consumer’s individual needs and form a relationship that extends well beyond an initial diagnosis or treatment plan.
To form this comprehensive view, we must first recognize that health is not just a clinical attribute, but also an outcome of behavioral, environmental, and financial indicators. Direct, one-on-one interactions with consumers can help to understand those attributes that might not be apparent at first glance. During these interactions, prioritize asking questions that lead to a three-dimensional view of the individual and listening closely to understand the full picture.
For instance, a trusted one-on-one interaction focused on the whole person may lead to discovering the real reason behind missed appointments and suboptimal treatment plan compliance – a lack of access to consistent modes of transportation, for example. Knowing this allows facilitation of consumer-first solutions such as sending prescriptions to local pharmacies in the patient’s neighborhood or minimizing in-person office visits.
Financial pressures may also come to light as a result of these intentional interactions. We have seen many examples of patients being much more willing – because they are financially able – to fill a prescription when a more affordable medicine has been prescribed.
Another key component to building this three-dimensional picture of each consumer is leveraging the information and perspective that comes with integrated partnerships and collaboration with other providers and organizations. For instance, pharmacists are often the first line of defense in identifying potential problems with medication adherence or other issues.
Recently, one of our patients was diagnosed with depression and one of our pharmacists noted that the patient never started the prescribed medication. The pharmacist decided to proactively contact the patient to better understand the full situation. After speaking with the patient and understanding his holistic needs and preferences, the pharmacist reached out to the provider with a recommendation for an alternate therapy that would be more acceptable to the patient, leading to better compliance.
Due to this one-on-one interaction with the patient, focused on understanding his unique needs, we were able to develop a better treatment plan that met his personal preferences, resulting in a successful outcome and improved quality of life for the patient. In this way, we positioned ourselves as a true partner in care and a trusted resource for future interactions with the healthcare system.
This trusted relationship does not develop overnight, however, and requires a commitment to developing a three-dimensional view of every patient and understanding his or her holistic needs, preferences, and circumstances. We should prioritize building this partnership and longstanding relationship as we work to deliver more personalized care, placing the consumer at the center of all we do.
