TECHNOLOGY AND THE PATIENT-CARE EXPERIENCE

BY RALEIGH DURAN – You walk into the doctor’s office, greeted by a receptionist that hardly takes her eyes off of the screen in front of her, or even worse, you sign in on the iPad screen directed towards you, sit down and wait for your name to be called. Eventually, you follow someone into a room and sit uncomfortably on the paper-covered bed while a nurse or other medical professional asks you questions, quickly typing your answers onto the computer. Without touching or interacting with you at all, she inquiries about your visit, your dietary habits and your stress levels, then moves on to the next patient. You wait patiently for the physician, who must additionally repeat the questions and input your answers into your electronic medical record, a document of information about you, containing your medical history, a list of medications and any other pertinent information about you. The physician quickly examines you, then again sits down to order the correct lab work or imaging studies needed for your complaint.

In a world that has become inundated with technology, it makes logical sense to incorporate these advances into the medical field. In many ways, technological advances in treatments and procedures have tremendously improved the world of medicine, from less invasive surgical techniques to x-ray imaging that transmits less radiation, and from the outside it appears that technology has revolutionized and optimized our healthcare system. However, a closer investigation reveals that patients seem to be less satisfied with their physicians and medical care, given that the provider must sit down and detail their communication with you on the electronic medical records, keeping track of the patient’s complaints, physical exam and course of treatment. This is a relatively new reality in the world of medicine, and patients have begun to notice. No one likes to feel as though the person they are speaking with is disinterested in what they have to say, and this is exceptionally true when speaking with a medical provider. Not only are patients unhappy with this type of relationship, but physicians are beginning to understand the problem as well. According to a recent study of internal medicine performed by JAMA, even the physicians are concerned with the amount of time that they must spend charting, consuming their time with the patient and detracting from true medical care and connection (Doyle, 2016). After countless hours in the libraries and laboratories throughout medical school, most doctors have brewed enough desire to actually interact with their patients and understand their symptoms and conditions, not sit at the computer while listening for key phrases to type into the chart. Additionally, they want to leave the patient’s room feeling positively about their interaction, not as though they were limited in their abilities or hindered by technology. In a review of the JAMA research by Medical Economics, studies found that doctors who must spend more time charting on their patients are less likely to make eye contact and maintain positive rapport with their patients, (Medical Economics, 2016) an unfortunate reality for a healthcare system dominated by a need to keep track of patient interactions.

Due to government regulations and impositions by insurance companies, physicians find themselves with the difficult task of balancing between their interactions with their need to document. In order for insurance companies to pay for necessary treatments, the patient’s medical record must indicate that these treatments are required, and the physician is left stuck explaining their decisions in the chart instead of informing the patient. Rather than instilling confidence in the patient or updating them of courses of treatment, the doctor must provide explanation after explanation, simply to provide the best care possible. Although technology has benefited the world of medicine, we must pay careful attention to what it is doing to our desires for human relationships and how it impacts our trust with our medical providers. We are indebted to technology for many of its advantages, but must keep in mind that there may be a dark side as well.  Patients want their complaints and concerns to be taken seriously and considered carefully, but when the physician is staring at the screen instead of the patient, the quality of care is dramatically decreased. This is particularly true for patients with chronic medical conditions who join their physician monthly, or even more frequently, for constant follow-up and close monitoring. There is a specific need for these patients to feel at ease and establish a comfortable relationship with their doctors, however this can be challenging on both sides when technology creates a staunch barrier. As with most indulgences, too much of a good thing can create an issue, and medical professionals across the country should evaluate this with a keen eye, making sure that patient-care is truly patient oriented.