I am an Emergency Physician. I love seeing patients. I actually look forward to work. I understand I am part of a small group. I also have a strong interest in human interaction management which prompted me to get my MBA. When I got my MBA, although it was in healthcare administration, I was attracted to the marketing and customer service aspects of my degree.

Since Business school, I have spent part of my time helping caribbean Businesses promote their services. I have also spent a lot time helping them understand the importance of customer experience and how it impacts business longevity.

While in college, I spent a lot of time working in sales and network marketing. Looking back, it was then that my informal training in patient/customer satisfaction started. It was selling shoes, selling suits, selling telephone services that enabled me to interact with customers and understand the importance of that interaction.

It was no surprise that when my FMD asked me to talk about patient satisfaction to our group (because of our sagging scores), although hesitant, I said yes. Having spoken to several physicians, patients, family members, and friends, I realized that there was a ubiquitous need for education on that matter. That finding prompted the creation of “How to Patient”, a learning assessment tool for healthcare providers.

“How to Patient” is a Patient Experience application learning tool. The application is both web based and has an mobile app version. Courses can be completed using either version. The application emphasizes provider/patient communication. The application highlights key portions of the patient provider interaction from “Prior to entering the room” to the “Physical Exam” to the “Discharge Process” and the communication that needs to happen after the patient goes home. Under each section, the user has the option to read a brief guideline, watch a video, and take a true/false quiz. After successful completion of all the quizzes, the user gets emailed a certificate of completion and their “teacher” is also notified.

I believe that the patient-doctor relationship is at a crossroads. Technology, time, the need to see more and more patients are trying to widen the gap between the Healthcare provider and his patient. My goal is remind both the Healthcare provider and the patient of the importance of that bond. To the Healthcare provider remind them of some forgotten fundamental principles regarding that relationship. To the patient I wish to help understand that Healthcare is a process navigated better armed with information and compliance.

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