"Nothing About Me Without Me" - Kelly Conklin on Patient Experience

Patients who actively participate in their own care plan are much more likely to see a positive outcome. Groundbreaking, right?

Actually, this isn't groundbreaking at all, but many health systems still struggle with effective ways to keep patients engaged once their care journey has started. Sometimes they're overwhelmed with the idea of using yet another app to communicate with their providers, and sometimes the organization doesn't do a great job explaining the communication channels available to them.

Whatever the cause, the industry as a whole needs to do a better job of making decisions that keep patient engagement and well-being at the top of the priority list. PerfectServe Chief Customer Officer & Chief Clinical Officer Kelly Conklin believes technology should be a major part of the conversation—but only if it's done right and with the right considerations in mind.

To that end, she spoke with Healthcare IT Today recently and said the following about the state of affairs with patient experience and the all-consuming EHR:

"Here’s the truth: The EHR alone isn’t going to cut it. If we really want to improve patient experience, we need to move beyond one-size-fits-all systems and start designing technology that meets people where they are, and that includes patients and their families. Expecting someone to remember another login or navigate a clunky portal just to stay informed about their health? That’s not empowerment—that’s a barrier.

There’s a quote I love: ‘Nothing about me without me.’ Patients want to be part of the conversation, especially when it involves their care. That should be non-negotiable. And yet, I’ve seen far too many moments in healthcare where the patient and their family are left out, even during critical decisions. As a nurse, I always believed in inclusion—even during something like a code situation—because people deserve to understand what’s happening and know they’re not in it alone."

For more from Kelly and other industry experts, check out the complete roundup at Healthcare IT Today.