"Everything we do should be patient-centric. We are focused on better
ways to enhance our relationship with patients and patient care through
new technology," says Dr. Mandelbaum. "The use of EHR is one
step, but we have to further develop ways to communicate with patients."
Here are the strategies Bert Mandelbaum, MD, an orthopedic surgeon with
Santa Monica (Calif.) Orthopaedic & Sports Medicine Group, is using
in his practice:
1. Eliminate (most) phone calls. Unless physicians need to relay substantive information, their office
can avoid phone calls and find other ways to deliver information to patients.
Emails to schedule appointments and communicate surgical times are more
effective and time-efficient.
2. Email patient education material. Patients research their diagnosis and procedures online, whether physicians
tell them to or not. But orthopedic surgeons can point patients in toward
reliable sources and send educational pamphlets via email.
3. Gather patient-reported outcomes electronically. Dr. Mandelbaum and his colleagues gather patient-reported outcomes with
an SOS system allowing them to evaluate patients' reported outcomes
and exchange information through the Cloud. "The technology is advanced
and enhances our communication and relationship," he says. "We
are able to build up checks and balances for the patient-centered approach."
4. Electronically sending images and postoperative information. Advanced imaging technology like the Synergy arthroscopic system allows
surgeons to email images from surgery right after the procedure and include
videos and pictures. "That's the start of any additional patient
education and can prompt communication," says Dr. Mandelbaum. "My
EMR system is sending these communications receiving outcomes surveys
patients can fill out on their iPhone or iPad and answering quality of
service questions as well as reporting patient satisfaction."
Surgeons are using these technologies to leverage their patient relationships
outside of the office.
"This is a very dynamic time and I think there will be winners and
losers in healthcare," Dr. Mandelbaum says. "The key is to remember
the only constant in life is change. There is change from the physician's
perspective right now and we have the opportunity to lead and develop
innovative approaches to patient care."