Developing Healthcare Systems: A Different Approach and an Institutional Culture Focused on Humanity

Dr. Bassam Darwish?

Consultant in Health Media and Medical Development?

[email protected]

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Health is fundamentally tied to quality of life. Despite years of redefining health to encompass "not merely the absence of disease, but a state of complete physical, mental, and social well-being," this concept often remains a slogan on the walls of medical centers and hospitals.

The current focus is largely on "attracting the patient as a customer," with insufficient attention given to "after-sales service," which is crucial for retaining this "patient-customer."

For these ideals to become tangible realities, they must evolve into an institutional culture at every level, whether in a large hospital or a small clinic.

?A Different Approach in Modern Healthcare Systems

?Modern healthcare systems require a transformative approach that reinstates medicine as one of the most esteemed human professions, with its primary goal being to improve the quality of life for both healthy individuals and patients.

This approach demands a focus on effective and humane communication with every visitor to a clinic or hospital, extending beyond marketing services and attracting patients, to include care and attention after they leave the hospital.

?The Importance of Effective and Humane Communication

?Effective and humane communication with patients is the essence of good healthcare. Patients should feel cared for from the moment they enter the hospital and continue to feel supported even after they leave. This type of communication goes beyond providing basic medical services; it involves building relationships based on trust and mutual respect.

Good communication can help reduce patient anxiety and stress, improve treatment outcomes, and increase satisfaction with the services provided.

?A significant communication gap exists, not just linguistically but also in understanding patients' cultures and traditions. Many times, patients leave a doctor's office with more questions than answers, driving them to search engines or social media for information.

This can exacerbate the problem, as the information found may be incorrect or misleading.

?The Gap in Post-Care Services

A major issue in healthcare systems is the lack of attention to post-care services. In many clinics and hospitals, once the patient pays the bill and leaves, there is no follow-up care, no reassuring messages, and no updates on their medical reports. This lack of follow-up can make patients feel neglected and undermine the effectiveness of their treatment.

The Importance of Post-Care Services

?Post-care services encompass a wide range of activities, from sending updated medical reports and self-care instructions to personal follow-up calls to check on the patient's condition. These services not only enhance patient satisfaction and trust in the healthcare institution but also improve overall health outcomes. When patients feel cared for even after leaving the hospital, they are more likely to adhere to medical advice and continue their treatments.

?Developing a Patient-Centered Institutional Culture

To effectively develop healthcare systems, an institutional culture that focuses on the patient in all aspects must be adopted. This means encouraging all healthcare institution employees to embrace values of humanity and compassion in their interactions with patients.

The aim for everyone, from doctors and nurses to administrative staff, should be to improve the quality of life for both patients and healthy individuals.

This development can be achieved through continuous training on effective and humane communication skills, implementing systems that ensure regular follow-ups on patients' conditions after they leave, and adopting modern technologies that facilitate communication and care delivery.

Additionally, raising awareness about the importance of this approach through internal awareness campaigns can encourage staff to view the medical profession as one of the noblest human professions.

A Roadmap

In conclusion, developing healthcare systems requires a different approach that emphasizes humanity and effective communication with patients. By adopting an institutional culture that places the patient first, we can improve the quality of healthcare and enhance patient satisfaction and trust in the services provided.

This culture should be reflected not only in the quality-of-care patients receive while in the hospital but also in the ongoing care and attention they receive after leaving, helping to build a long-term relationship based on trust and mutual respect.