From a Human Touch to Automation: Is Healthcare Losing Its Heart?

As a former Marketing Director for Medi-Cal, I spent years crafting messages about patient-centered care. But a recent personal experience made me realize that, in our healthcare system's pursuit of efficiency, we may be losing the genuine human connection that defines quality care while simultaneously accelerating automation.

When the Observer Becomes the Patient

After moving to San Diego, I needed to establish new healthcare providers. What I encountered was "hyper-efficiency"—a process so streamlined that it often failed to see patients as individuals.

During a recent visit to an ophthalmologist, I was quickly ushered from the waiting room to the exam room by someone who never even glanced at me. She sat down in front of her computer and started typing away without a greeting. As I sat there in my distinctive blue glasses, she asked if I wore glasses. I chuckled and didn’t respond. After a moment of awkward silence, she finally looked up at me and, with a slight laugh, acknowledged, "Oh, yeah, you do."

I was then moved to another room, positioned in front of some equipment, told to look straight ahead, and subsequently ushered into yet another room. A man entered, sat down in front of a computer, examined my eyes, and asked where I got my prescriptions filled. I had no idea who he was. This entire experience spoke volumes about the current state of healthcare. The office was efficient, but I felt unseen. It reminded me of the Harvard Business School case study on Benihana—efficiency as the core, but the human aspect easily overlooked.

The Silent Script

These visits increasingly feel like silent exchanges. Doctors no longer explicitly tell you they're prescribing medication; they simply confirm your pharmacy information, and you are left to infer the rest. I had no idea my prescription was being automatically sent to the pharmacy as we spoke. I found myself asking questions just to understand my diagnosis, which turned out to be dry eye and a minor infection.

This experience wasn't unique to one provider—I saw it with my primary care physician and every specialist I visited. It wasn’t just about efficiency; it was a step away from meaningful engagement.

From Patient-Centered to Process-Centered

The marketing materials I once helped create emphasized putting patients at the center of care. But my recent experience suggests a growing disconnect between that message and reality. We seem to have shifted from patient-centered to process-centered care. The focus is now on processing patients efficiently, often at the expense of understanding their unique experiences.

The AI Implications

As someone interested in artificial intelligence, I see an unsettling parallel. When healthcare professionals start to function like automated systems—moving patients through checklists and predetermined workflows—it begins to feel like they are one step away from being replaced by AI.

If healthcare is reduced to protocols and checkboxes, what truly sets human caregivers apart from sophisticated AI? The unsettling answer: not much.

Looking Back to Look Forward

I think back to a time when doctors made house calls, not because it was efficient, but because they genuinely cared. I miss my doctor in Los Angeles, who would always ask if I had questions or if there was anything else on my mind.

My concern isn’t about indulging in nostalgia—it’s about ensuring that the future of healthcare retains the essence of human connection. Are we conditioning patients to expect less personal care? Should we be?

Will healthcare become increasingly divided, with those who can afford it receiving more personalized, human care, while others are left with a more robotic, process-driven experience?

The Path Forward

The answer isn’t to reject efficiency, but to redefine it. True efficiency in healthcare should mean:

- Making time for genuine patient engagement

- Ensuring patients fully understand their diagnosis and treatment

- Creating space for questions and concerns

- Recognizing the person behind the patient number

As we embrace more technology, we must ensure that we aren’t leaving the "care" out of healthcare. Efficiency without empathy isn’t truly efficient—it’s just processing.

What do you think about the balance between efficiency and personal connection in healthcare? Have you had similar experiences? I’d love to hear your thoughts in the comments.

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