People are complex. Every healthcare professional knows this and is trained on how to assess a person. That assessment is for the purpose of evaluating the patient’s health status. However, that assessment extends into how to approach that person as well. Every person is an individual that has nuances beyond the diagnosis that is given or being ruled out at that time. Every person knows when they are being treated as an individual versus a diagnosis. They may never say it to you, the healthcare professional. However, having experienced being treated as both a patient and a ‘reason for visit’ myself, I can tell you that they (e.g., patients) know. That differentiation between being seen as a person over a diagnosis is what makes the difference for that person’s experience in that setting and perhaps healthcare overall.

Now, here we are in an elevated landscape around how to maximize technical product scalability coupled with a daily reminder that AI is coming at us fast (if not already here). In my 20+ years in this field, I have always advocated to have the tech meet the needs of the person rather than having the tech drive how the person works. This may sound nuanced but when in the throes of care delivery, you know instantly when it interferes with how you want to work. This is still an ongoing challenge as healthcare is complicated. I say that and those that are not in the field may think, “how complicated could it be?” Far more complicated than you would imagine I would say.

Are there opportunities to reduce the complexity? Absolutely and yes please! However, this must be done with an understanding and appreciation for who is at the center of healthcare delivery and that is people, not the technology. People are humans, not algorithms. People can benefit from algorithms that are designed to meet the needs of human. This is a critical distinction that must remain in the forefront of our minds as healthcare becomes more digitally integrated with care.

~ Dr. Kelley