Striving for empathetic and equitable healthcare
April 28, 2021
April 28, 2021
The pandemic created collective displacement and awakened the world to the realities of inequality that have existed for generations. We saw firsthand how disproportionately the pandemic impacted marginalised groups on a variety of levels, and we witnessed people in positions of power finally being ready to do something about it. And when it comes to healthcare, we’ll see a dramatic impact on how, where and by whom healthcare is delivered, and the role digital will continue to play.
A key part of this shift is the home taking on a new healthcare function. As care that was previously delivered in a clinic or a hospital shifted to the home, it exposed the disparities for people without stable homes. The Fjord Trends 2021 highlighted the fact that people feel disconnected, and some are marginalised. Healthcare has an important role to play to respond to displacement and inequity, so as the home and community become key healthcare settings, healthcare organisations need to find ways to connect with and communicate to people, delivering positive, contextually relevant, and empathetic services and experiences from a distance.
The changes last year came fast, and so must the responses. Overnight, virtual health exploded in scale and scope. The technology has existed for years, but the pandemic accelerated adoption by patients, providers and payers simultaneously. However, this shift also shined a light on the digital divide as a barrier to health access. Collective displacement has changed people’s behaviors and expectations dramatically. Accenture ́s COVID-19 Consumer Health Experience Survey 2020 revealed that in the US, 64% of patients are likely—or highly likely—to switch to a new health system if their expectations are not met regarding sanitary and safety protocols, access to up-to-date information and the availability of virtual care options.
The healthcare C-suite must explore new approaches that blend pragmatism with empathy, and ensure they follow through on their intentions to do good for people in an equitable way.
Four ways to adapt to the fast-changing future
As the world continues to change and we learn to be more empathetic and equitable, how can healthcare organisations adapt in 2021 and beyond, taking actions to improve equitable access to healthcare services across digital and physical settings?
This past year has been unprecedented as a global pandemic locked down the world and civic unrest emerged across the US in response to racial inequality. This is a key moment in time in which healthcare organisations can choose to do better. People want to know that healthcare organisations care about humans and social justice, and not just the bottom line. They want to know that they will receive the same care—whether in person or at home or in the community. They want to feel they can trust those providing care and believe that they have their best interests at heart. And they want to know that their information is secure and will be used to benefit them.
The stakes are higher than ever. It’s a new year and a new opportunity to connect with patients like never before.
Thank you to my colleague, Allie Porritt, for sharing her expertise for this post.
1 Humana teams up with startup DispatchHealth to expand in-home care services
2 Breakthrough behavioral health access
3 U.S. Public Health Service Syphilis Study at Tuskegee
4 Centene and Samsung Team up to Enable Virtual Care Options for Underserved Communities