Capturing the Patient Experience: are you building walls between you and your patients?

I want to share this thought-provoking photo that highlights the importance of patient perspective and communication. I took it while sitting in front of the administrative desk at a clinic here in Singapore. We see the point of view (POV) of a patient engaging with the administrator, facing the back of a computer screen.

The patient's inability to see the person talking to them not only symbolises a physical barrier but also creates a disconnect between the warmth of the healthcare worker’s voice and attitude and the ‘cold’ visual the patient sees.

In fact, I observed most patients contorting themselves in order to see the administrator's face, craning their necks, or standing up and looking over the “wall”. In this case, establishing that small connection is solely the patient’s responsibility. It was obvious they desired to feel that connection.

It serves as a gentle reminder that patient experience encompasses much more than just accurate diagnoses and effective treatments--establishing a connection--however brief--serves outcomes.

Improving patient experience not only leads to greater patient satisfaction but also enhances treatment adherence, better health outcomes, and ultimately, a stronger doctor-patient relationship.

We know that:

💡Patient experience is a series of small moments--and even the smallest moments matter

💡Understanding the patient's POV is key to delivering patient-centred care

💡Small changes can have a positive impact

Every interaction, no matter how small, impacts the patient's journey.

Sometimes building rapport is as simple as adjusting the angle of a computer monitor.