Katie Couric, best known for her years as a broadcaster and outspoken advocate for cancer research, recently addressed the graduating class at UMass Medical School. Her speech focused on the power of humanity and the irreplaceable role that empathy plays in the doctor-patient relationship, especially in our increasingly technological world.
Her speech included a quote from Jeremy Faust, MD and Editor-in-Chief of MedPage Today. “My friend, Dr. Jeremy Faust, an emergency physician at Brigham and Women’s Hospital, put it this way: ‘Use every bit of technology that you possibly can to prepare for each patient. But then drop all that and do the one thing that technology never can do: Look at your patient and think, ‘What would I do if this were my mother or my brother?’ No machine will ever be able to know that feeling and it will change what you do, more often than you’d expect.’”
After Couric’s speech, Faust expanded upon his quote in a blog post published on MedPage Today. In it, he provides tactical advice about what “speaking human” and the marriage of technology and human connection can look like for a physician.
We’ve provided highlights from his post here, as well as links to the full text of Couric’s speech and Faust’s blog below.
Introduce Yourself. Not only should you introduce yourself, but ensure that the patient also identifies themself by name. This does the double-duty of starting politely and also confirming that you are in the right place with the right person. Take the time also to meet and understand the role of other family members or friends who are present.
Make the Human Connection. Create a connection through the means available. When applicable, Faust said that he will share a relevant personal struggle that parallels the patient’s experience. This can help him to demonstrate his understanding of what a patient is facing as a person. Additionally, he mentions that he’ll often invoke his own family as he discusses potential options. This communicates to the patient that he is thinking through his advice to them with no less rigor or personalization than he would his own family.
Make Your Professional Experience a Part of the Conversation. Establish credibility by being upfront with how experienced you are with a particular situation. Let the patient know that you’ve seen similar situations often (or, for newer physicians, that you have observed similar cases and are working in partnership with an experienced attending physician). Conversely, if you don’t have the experience, make sure to let the patient know that you’re calling on the advice of someone who does. Either way, providing the patient with an honest evaluation establishes confidence and trust.
Make Technology an Open Part of Your Workflow. Use technology to gather ideas, or to level-set with a patient who you think has already turned to technology. Share your use of technology with them as well as your assessment of the findings. Review with the patient which ideas are worthy of exploration, as well as those that are not. Faust contends that technology is a meaningful resource for physicians. “If I look something up, I'll tell a patient. That’s not ‘cheating.’ That’s going the extra mile,” he wrote.