Healthy Voices - What patients expect from its health system

The Government and the health sector have been engaged in a sustained dialogue on the future of Indian healthcare and the course that should be charted for it. With the new Government in place at Raisina Hill, the question on the minds of health policy makers, industry bodies, analysts and providers is how to create a 21^st century health system that is accessible, equitable and affordable. Endless debates have been witnessed at meetings, symposiums and conferences on what should be done to achieve the hallowed aim of health for all. While the debate and discussion rages on, it is often intriguing to note the lack of focus in these forums on asking a fundamental question – what does the patient expect and want?

Health services, like all services, need to be designed and aligned to the needs and wants of the end user and consumer. In case of healthcare, the end user is not a homogenized demographic, but rather a heterogeneous mix of populations that have great socio-economic, geographic and cultural divides. Therefore, the question of what the end user of health services desires is often left inadequately answered at best and unanswered at worst.  Having worked in a large healthcare institution that provides for a wide section of the urban and semi-urban population, one can summarize some of the key wants of our end users as follows.

Access and Accessibility

Accessibility to health services finds mention in all discussions on healthcare. However, the definition of accessibility to health services has been too closely tied down to mere provisioning of services. While provisioning remains key to accessibility, many a times having infrastructure and trained manpower is not enough to access care. The availability of doctors, their attitudes towards patients and relatives and the availability of key medicines and adequate education is key to what patients expect out of the health system. Both in public and private provisioning, patients with access to doctors often complain about their inaccessible and paternalistic attitudes towards them and their plight. The need for empathy is being felt even more acutely in a fast changing and rapidly technology driven health system.

Transparency

Patients often find the health system, its navigation, their treatment planning and payment structures opaque, obtuse and bewildering. The advent of health insurance has been a boon to ensuring access to quality health, as has been the introduction of health IT in billing and data management. But these systems have also made the understanding of how treatments are planned and paid for confusing. Patients expect hospitals and providers to do a better job of explaining costs, payments options and help in better financial planning for their medical condition. Hospitals – both public and private would do well to lay more emphasis on being more transparent and help their patients in navigating their services as a partner rather than a “mere” user of services.

Cost-Effectiveness

With rising costs and increased out-of-pocket spending for health services, patients have become more demanding of cost-effective options for their conditions. The previously held logic of expensive treatment being more effective has now been replaced with a cautious consumer of medical services who questions each modality, weighing the benefits, both in terms of costs and outcomes. Hospitals and providers must ensure that out of the range of options available, patients are made to understand the reason for why a particular treatment was chosen over another.

Trust

Hitherto to the ushering of modern healthcare in India, trust was considered sacrosanct and inherent for doctors. The virtual deification of medical professionals was a primary motive for young Indians to aspire to become doctors in the first place. Regrettably, the past decade has seen a gradual erosion of that previously held exalted positioning of doctors. Doctors and associations often feel unfairly targeted by a judgmental media, often misleading information on the Internet and patients who judge their providers with suspicion. While some of these notions are no doubt unfair and monolithic in their construct to describe an entire profession, the acts of a few in the profession have led credence to the reason for distrust. Doctors, associations and hospitals must do more to win back the trust of its patients through ethical and transparent practices which will help create a new age for doctor-patient dynamics. Adequate communication also plays a key role in enabling a more trusting environment, an often-overlooked aspect in the trust paradigm.

Affordability

When asked, most patients and their families’ unhesitatingly express their willingness to spend money for quality care. The expectation of free but inadequate care is thankfully a thing of the past. Citizens are happy to pay a user fee for public services, including in health, provided that quality remains uncompromised. Having said that, rising costs of healthcare have been an area of concern that needs addressing. Whether, it is through increasing the health insurance cover or more effective payment architectures through Government schemes, the need to rein in healthcare costs is paramount for any patient.

Health Education & Access to Information

Doctors often rue the increasingly witnessed trend of patients using the Internet to arrive at conclusions for their medical condition and treatment. When questioned, patients often cite the lack of information being made available to them by doctors or the health system as a whole. The reliance on the Internet maybe driven by the ease of access to information online, the reliability of information and its applicability in progress of any disease is questionable. The health system must help in creating wider awareness on the entire spectrum of health subjects including prevention, maternal and child care, management of Non-Communicable Diseases and common myths and misnomers. The advent of social media and increasing penetration of the Internet through mobile phones presents a unique opportunity to “social”ize health information.

As citizens demand more from their health system and hold us responsible for the services offered, the opportunity to innovate and help deliver on the hopes and expectations of all Indians is both onerous and exciting. For policymakers and the health sector, creating a modern health system cannot be achieved without listening to the voices of those for whom it is being created. The more we listen, the better system we will create for the world to emulate.