The term “innovation” carries different connotations for each health system, due to the varying priorities and objectives held by distinct health institutions. This was a point made by Dan Shoenthal, chief innovation officer at the University of Texas MD Anderson Cancer Center.
Shoenthal shared these insights during an interview at the Reuters Digital Health conference in San Diego. His innovation team at MD Anderson aims to enhance the daily experiences of both patients and clinicians. While embracing new technology sometimes forms part of this work, Shoenthal also emphasized the value of innovation initiatives that do not necessarily revolve around sophisticated technologies.
MD Anderson’s innovation team continually seeks simple alterations that can imbue hospital facilities and providers with the essential human touch crucial for caring for someone grappling with a cancer diagnosis. One such strategy entailed training MD Anderson’s staff to serve as human navigators. Unlike staff members who wait behind a desk for visitors to seek assistance, these staff members proactively approach people to offer aid in navigating the labyrinthian hospital campus.
“It’s about actually having a human interaction with the person to see what they might need,” Shoenthal says. This concept particularly benefits patients who may find a new building daunting, especially those grappling with a cancer diagnosis. Wayfinding apps may be beneficial for some; however, there will always be a preference for aid from a human navigator, particularly prevalent amongst older patients in a cancer hospital.
Another frustration that Shoenthal and his team have sought to tackle is the anxiety patients face when waiting to hear from the hospital following tests and appointments. They addressed this concern by developing a smartphone application that enables patients to rapidly check their referral status and understand their progression in their care journey.
“If there are pizza companies that have trackers that show when the pizza is coming, why can’t we have a tool that tells patients something much more important?” Shoenthal pondered.
The introduction of the referral status tracker was a comparatively minor change, but simple additions like these can significantly enhance patients’ perceptions of their care. “To do the really disruptive things, you need a foundation for it to sit on. Sometimes you have to do these basic things – like changing the way your staff engages with patients or create some basic apps that give basic notifications on where patients are in the journey,” explained Shoenthal.
Find more detailed insights in the full article here.