Physicians, heal Thyselves!

’Save the NHS’ or the national equivalent was the politicians’ cry as COVID-19 infections and those of each variant soared. Now that light is beginning to shine from a potential end to the pandemic it is perhaps time, for health service organisations to consider how they might help themselves prepare for the future, through a thorough debrief of their performance and that of key stakeholders to capture lessons learned and build scenarios to guide their preparation and strategic response to future pandemics. Simply repeating the same old planning process with the same people will not suffice.

The healthcare industry and its supply chain will have learned major lessons to guide their responses as a result of this pandemic. Building and living in a number of diverent future scenarios will help them identify the most likely future and establish a vision of success and the initiatives that are essential to prepare for and improve future performance as a service. So, what are some of the strategic changes they will face?

The continuing fight against COVID-19?is propelling?big changes in healthcare, including welcome shifts to virtual care that can meet consumer needs. But this is a tall order, given the pandemic’s adverse effects on global health, from children to seniors.

Kids in crisis.?One of the most consequential outcomes of the pandemic has been to sharply increase behavioural and mental-health issues in kids and young adults. In a recent podcast Dr. Kevin Churchwell, president and CEO of Boston Children’s Hospital, explained that during the pandemic, healthcare providers saw a shocking increase in the number of kids with these issues—treating 50 to 70 children per day, doubling or tripling the amount seen previously.

Gen Z in need.?McKinsey consumer surveys also illustrate the extent of the youth mental-health crisis, with one in four Gen Z respondents saying that they feel emotionally distressed. That’s almost double the levels reported by millennials and Gen X, and more than triple the levels reported by baby boomers (like me!). Although Gen Z respondents were more likely to report having a behavioural-health issue, they were also less likely to seek help. That makes it even more crucial for leaders, educators, and employers to support young people.

These serious issues are propelling the industry?to evolve to better meet the changing needs of patients,?healthcare leaders tell McKinsey. The rise of virtual and home care, direct-to-consumer pharmacy start-ups, and new digital tools means that consumers have more ways than ever to make medical appointments, pay bills, and visit with providers. At the same time, consumer expectations for convenient, efficient healthcare have intensified as they have grown used to tech-enabled healthcare.

In a recent podcast,?Humana’s Alan Wheatley and Alignment Healthcare’s John Kao discussed?how US Medicare patients are reacting to the shifts to virtual care. ?For instance, with tele-health becoming the norm, seniors are less tolerant of long wait times and expect more timely access to care, Kao said. Wheatley added that in this age of digital care, making healthcare data accessible to patients, providers, and insurers is critical. Another important trend is that more care is moving from “big-box settings” into homes, he noted.

The in-home pharmacy.?Technology is also driving changes in the $460 billion pharmacy sector. During the pandemic, consumers have clamoured for?the convenience of home delivery. ?Direct-to-consumer pharmacy start-ups make it possible for prescriptions and payments to be processed online, and medicines delivered a day later. At the same time, technology-driven innovations—such as virtual-care clinics—are also supporting the shift to home. For traditional pharmacies to keep up with the new crop of digital rivals, they’ll likely need to rethink their existing processes, technologies, and systems.

Widening gaps.?In lower and middle income countries, the pandemic has worsened gaps in healthcare systems. According to the World Health Organisation, even pre-pandemic, nearly a third of the population in those countries had to travel more than two hours to access essential healthcare. Loss of healthcare workers to COVID-19 and the disruption of transportation has made matters even worse.

But there is one bright spot:?the growth in digital tools and technologies. Recent analysis of digital solutions in eight countries in Asia and Africa?learned how technology can improve countries’ responses to infectious-disease threats?and strengthen primary healthcare. The analysis showed that partnerships between governments and digital-solutions providers can help projects scale up quickly. For example, a chatbot app launched by a start-up enabled more than 11 million symptom checks in South Africa. In addition, Vietnam partnered with a technology firm to develop an app in response to the pandemic; a quarter of the population has downloaded it. Improving healthcare systems may be difficult—but the world must be?better prepared for the next pandemic than simply increasing stocks of personal protective equipment.

?Ref: McKinsey: The Shortlist 25 January 2022