A Comprehensive Approach to Enhancing Doctor-Patient Interaction: Bridging the Gap for Better Healthcare

Abstract

Effective doctor-patient communication is a critical clinical function, and the resulting relationship is the heart and soul of medicine, as well as a critical component in healthcare delivery. Inefficient communication between doctors and patients is the leading cause of patient dissatisfaction, as it directly affects the health outcomes of the patient. The current study aimed to develop a holistic solution to bridge the doctor-patient communication gaps in the cardiology department and facilitate effective communication, ensuring better health outcomes. Desk study and empathy interviews highlighted the doctor-patient communication gaps and their effects on the overall health outcome and patient satisfaction. Various concepts were explored using the insights found using journey maps, causal loops, and affinity walls. User approval was determined by soliciting user feedback, and the System Usability Scale (SUS) was used to evaluate usability. A holistic solution utilizing educational material for quick understanding and recall of all issues reorganized the file, which provides structure to the interaction during the consultation and facilitates two-way interaction and appbased tracking of symptoms for informed decision-making, was developed. The solution was very effective in educating and preparing the patient, involving the patient for higher patient engagement, and assuring the patient for increasing patient adherence. It was found that the patients were able to understand and address their concerns effectively, and doctors were able to communicate more effectively. (SUS score: 78.12 and 75.62 for doctors and patients, respectively). As the solution is easy to adapt in the current system, it would help facilitate effective communication between doctor and patient.