Authors (including presenting author) :
Au WK (1), Li CS (1)(2)
Affiliation :
(1) LLB, LLM, MSc (Sustainability), (2) MBA, MPH
Introduction :
Innovation has become the key engine for development and competitiveness in today’s highly connected society. Over the last decade, the Hospital Authority (HA) has significantly digitized its processes, introducing the smart hospital model. This model aims to work towards sustainable health - meeting the current population's health needs without compromising economic, environmental, or social resources for future generations . It implies that the model must consistently balance three dimensions in the long run. This initiative introduces novel service models and technology to improve efficiency, patient outcomes and delivery of quality healthcare. However, I doubt the sustainability of this approach, particularly regarding its impact on the physician-patient relationship and accessibility.
Objectives :
Introduce a holistic and sustainable approach to mitigate the negative impact on the physician-patient relationship and unequal accessibility led by the smart hospital model.
Methodology :
This is a qualitative research method, which is inspired by my observations of clinical processes in QMH and QEH.
Result & Outcome :
Massive IT support and endless efforts are necessary to educate patients to adopt electronic gadgets. Without these, unequal accessibility may result. Telemedicine in HA Go caters to patients in remote areas. Yet, its effectiveness is limited to those with an up to date smartphone and who are acquainted with app operations. It is noticed that the elderly possess “old but dumped” smartphones passed down from their kids, with obsolete operation systems that cannot support the “never ending” version update in HA Go occasionally. This leads to a digital divide. Another issue is the deterioration of the physician patient relationship, which is fundamental to healthcare. Strong trust between doctors and patients can improve long term health outcomes. However, my observations suggest the model weakens this relationship. Previously, physicians dedicated more time to understanding patients' well being. Currently, they often spend most of their time on screens. Similarly, nurses are increasingly focused on documentation and heavily rely on iPads. Study shows that patients feeling unheard will cause poor health outcomes and reduced satisfaction. While HA commits to a people oriented approach, the reality seems to lean towards a screen oriented model, which could erode the crucial relationship. This shift raises questions about whether the model enhances patient experience sustainably. Lastly, digital communication applications undermine the effective communication skills of healthcare professionals, which are essential for building bonds. Historically, healthcare staff engaged in face to face conversations/ phone calls to discuss matters like discharge preparations. However, the model prioritises digital communication, exemplified by tools like Communication and Tracking (CAT), which facilitate written interactions but overshadow verbal exchanges. This shift can have negative consequences. Reliance on AI generated written communication risks diminishing healthcare professionals' ability to convey messages effectively. Communication skills are not just about knowledge; they involve emotional intelligence, empathy, and a nuanced understanding of interactions . These traits are often developed through experience. While the HA emphasizes the importance of empathy, it raises the question: Can providers express empathy through digital messages? In conclusion, the model has double edged effects. To ensure seamless transitions, a multi pronged approach is essential: • Ensure the compatibility of HA Apps with various smartphones beyond Apple and Android. • Promote it by recruiting volunteers. • Uses audio recording/ audio to text for documentation. • Provide training and conduct surprise audits for evaluation. Implementing these could enable HA to adopt a comprehensive approach to enhance patient care.
