Re: Healthcare Service Quality

["Anton O. Tolman, Ph.D." <ANTON@wsh.state.wy.us>]

I agree with you, Dan.  However, especially in critical situations, the
technical aspect in healthcare is *very* important to all parties.  If my
loved one dies in surgery, I may decide the surgeon was incompetent
(technical aspect).  I may decide this earlier on if my cholesterol is not
dropping like I think it should be, even if I am treated well.  On the other
hand, there are boatloads of technically proficient healthcare providers who
*also* take into account and manage the emotional relationship.  Who will get
the share of the patients over time?

In the past, technically proficient physicians and others have "gotten away"
with making patients feel that they had no choices and that they had to do
what the "doctor ordered" whether they liked it or not, and whether they
liked how he/she said it or not.  There is a dramatic change going on in all
fields of healthcare in regards to this traditional model.  Managed care,
federal regulations and laws, accreditation standards, and not least the
internet and open access to all kinds of information related to healthcare
are having a significant impact.  There is more scrutiny than ever of the
technical proficiency and knowledge base of our healthcare providers, they
are being held more directly accountable for outcomes, and people are not
assuming that "the doctor is always right" like they did in the past.

Healthcare providers who continue to assume a "godlike" stance and to "order"
their patients to do things will find in the next decade if they have not
already, that they will soon be left with very few patients, regardless of
their level of technical expertise.  The only exceptions to this will be
those patients who are "captive audiences" such as involuntarily committed
mental health patients and people who live in small rural areas.  Even then,
the growth and power of advocacy groups is having a great impact on the care
provided to the mental patients!

> Until the "technical"
> fields manage the emotional aspects of their work, customers will continue to
> be most unhappy and continue to shift around looking for someone who will.
> As someone who's been there, I can tell you that it is much easier to say
> than to do, but well worth it to do.

I agree with you.  Quality is finally arriving in healthcare!

Anton Tolman, PhD, CPHQ, Psychological Services Manager &
Quality Management Coordinator, Wyoming State Hospital
P.O. Box 177, Evanston, WY  82931-0177
Anton@wsh.state.wy.us    (307) 789-3464
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