Flipping the Clinic: Listen to your Patients they’ll tell you how they want you to care for them

(22Min) he said give me straight answers, I don’t want you to talk down to me. Give me easy access, he said his favourite thing is when he’s not sure about something​ ​he just wants to be able to pick up the phone​ ​and call his team and get​ ​an​ ​answer immediately. The idea of setting up an appointment​ ​and making a visit​ ​that does not appeal to him.​ ​He would love facetime. I​ ​asked him about texting and he said​ ​I’m gonna cut you old people some flack​ ​-​ ​which​ ​really​ ​em I don’t know​ ​- ​ but we won’t​ ​really feel like we need to text you all the time right now​ ​but you really need to get ready for this. So he said​ ​what I want is a strong bond between me​ ​and my​ ​care team. ​​He said I want the ability to express​ ​a concern and get my​ ​advice​ ​and my answers right away.​ He said ​‘​I’d love FaceTime visits​’​ but he said I’d love all of my care to happen without going to the office.​

​Trevor knows what this​ ​(“5,000 hours”) is. How many of you here​ ​know​ ​what 5,000​ ​hours is​? Just a few​. ​5,000 hours is the number​ of waking hours in the year Trevor has to take care of himself​, so Trevor is taking care of himself for ​5,000​ hours.​ I​n the old days he would see his doctor twice a year for 15 minutes​ ​so should​ ​we​ ​optimise​ ​the​ ​two 15​ ​minute visits or should we focus on the ​5,000 hours​. Trevor believe​s​ that we need to​ ​flip​ ​care so that we’re not only focused on the visit​ ​but we’re​ ​thinking how do we optimise those​ 5,000 hours​ ​with relationships i​nvolving interactions​ ​that are frequent​ ​short,​ ​direct and helpful.​ No office visits,​ ​constant care​. ​beside Trevor there about 26 million people in the United States​ ​with diabetes​ ​- 8.3​% of people here in the united states have diabetes​”​​​

Maureen Bisognano, President and CEO​ at the​ Institute for Healthcare Improvement (IHI)​, Instructor of Medicine at Harvard Medical School​​ and Research Associate ​at​ the Brigham and Women’s Hospital Division
of Social Medicine and Health Inequalities
​, ​shares insights from ​Trevor Torres, Type 1 Diabet​ic and Diabetes Evangelist, ​on the opportunity we have to flip the clinic.

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mHealth: Toward a Hospital Without Walls

“Listen to your patient (use Google or Siri if you need to) he is telling you the diagnosis”

Two monologues do not make a dialogue Jeff Day

2 thoughts on “Flipping the Clinic: Listen to your Patients they’ll tell you how they want you to care for them

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