When Richard Branson revealed that Virgin employees are the company's top priority, he brought a paradigm shift in organisational thinking. It however, has long been known that a team where individuals give their 100%, are proud of the brand and the work they do, will beget happy customers and thus lead to the growth of the organisation.
Similarly, in healthcare, which is extremely complex, it is mandatory that the professionals are given their due share of respect, autonomy and support in discharging their duties. It is also a fact that healthcare delivery needs an overhaul to achieve better client trust, confidence, compliance and better outcomes. With the advent of digital technology, artificial intelligence and machine learning, there is more a demand for precision medicine. This sometimes sounds like an oxymoron, because experienced practitioners will tell you, that the practice of medicine is not exact science and however clever a computer is, it may struggle in situations which it may not have encountered before or the encounter has been sparse. Secondly, the overwhelming importance of matters like compassion, empathy, trust and communication may just not be the strengths of a robot. It is here that the virtual world will need to work as a support to the decision-making capabilities of the traditional healthcare professional.
In today`s world of organisational and managed healthcare, customer delight is of utmost importance. This often determines whether the concerned client will engage further with the organisation or team. Any unsavoury experience or misunderstanding may lead to a trust deficit which will stunt organisational growth. Very often, the reasons for dissatisfaction may not be medical after all. It may just reflect the happiness levels of the client. It is here that the provider which includes the entire team has a high morale, is delighted to provide care and contributes effectively to decision making and thus organisational growth.
A huge source of knowledge regarding patient related behaviours comes from unpublished and unreported accounts of health care professionals themselves. Some of these have come from years of burning the midnight oil. They have tried various solutions and developed a system of practice that works in the microenvironment that they work in. These experiences need to be taken on board to design unique solutions. It is thus quite important to take healthcare professionals into confidence when designing solutions which directly influence them. As much as clients and patients deserve to have a voice, frontline medical personnel need to be heard because unless they are convinced about what they are doing, it will be difficult to expect commitment from them. It has now been long established that money alone is not the prime driver of happiness and satisfaction at work. Things like a purpose and meaning in what they do, along with appreciation are more important.
In the changing world of healthcare delivery, especially with the advent of mobile and digital technology, it is now imperative that professionals are supported with training, legal help and support in adjusting to a new system. Managing change, especially in healthcare delivery is difficult unless all stakeholders are taken into confidence. This is because of the ethical and legal implications of every bit of change.