SEPTEMBER - 20208In My OpinionTechnological advances in healthcare are on the rise and the innovations have been life changing for patients. While these changes have been beneficial and exciting, they also have the potential to be overwhelming. It is the challenge of healthcare organizations to ensure that patients are at the center of these advances and that the care remains personalized and engaging for patients and their families as well as for the staff that are providing care. Several years ago, a patient sent us a letter that began with him thanking the hospital for curing him of his disease. From a medical perspective, his story was a great success. However, he was left feeling emotionally depleted from a perceived lack of empathy and connection while receiving care. He described feeling as though he was "just a number" and the staff assigned to him did not seem to know who he was as a person. It was clear to me after reading his letter that providing great clinical care is simply not enough. We have to place more emphasis on connecting with patients in a meaningful way that goes beyond their illnesses. While more technology can lead to the experience feeling less personalized (a physician who is focused on the computer rather than the patient during a visit), at the Mount Sinai Health System (MSHS) our efforts have been to use technology to make the patient experience more engaging and comfortable. The quality of communication and access to information are common themes of the patient feedback we receive when asked about the overall experience. Patients feel better cared for when we are keeping them more informed. Knowing this information helps us to design interventions that will foster a more meaningful relationship between patient/ family member and caregiver. Our growing number of patients and families who are Limited English Proficiency (LEP) are at greater risk of not feeling as connected or engaged in their care due to having a language barrier. One of the ways we have been able to personalize care and help LEP patients connect with their providers is through Video Remote Interpreting (VRI). This technology has allowed patients and staff to have a more interactive alternative to the over the phone method of interpreting. The response WHAT MATTERS MOSTErica Rubinstein, Vice President of Service Excellence and Patient Experience, Mount Sinai Health SystemBy
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