ideas

The Problem with Patient Centricity

/ Susan Hendrich / Leave a comment

Join me in a conversation with Mark Doyle from The Method, where we discuss the the challenges and opportunities of patent centricity in healthcare.

Is it OK to be patient obsessed? – Supporting pharma to ignite and drive their patient centricity strategies

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IS IT OK TO BE PATIENT OBSESSED? – SUPPORTING PHARMA TO IGNITE AND DRIVE THEIR PATIENT CENTRICITY STRATEGIES

See the article from The Method website DECEMBER 16, 2021 BY CLAIRE

“WE ALL KNOW THAT PUTTING PATIENTS AT THE HEART OF CARE WILL ULTIMATELY LEAD TO BETTER OUTCOMES. BUT WE ALSO KNOW THAT BECOMING TRULY PATIENT-CENTRIC IS NOT ALWAYS EASY.

THE PROBLEM WITH PATIENT CENTRICITY

Mark Doyle, creator of A Life in a Day, hosted a lively and interactive Zoom webinar with Susan Hendrich, Learning Director for Respiratory, Immunology and Infectious Disease at AstraZeneca, about the problem of patient centricity.

Mark and Susan spoke about the barriers to achieving patient-centric working within the pharma industry. From the danger of sacrificing the patient voice for commercial goals and making it meaningful for each and every person within the sector to the difficulty of measuring patient-centric impact.

As one of our clients, Susan is understandably passionate about putting patients at the centre of everything she does, and shares real insight into what patient centricity means to her and how she approaches it in her work.

A major highlight of the session was Mark’s provocation that the term ‘patient centricity’ may in itself be a barrier to achieving it. He posed the radical question of whether, to achieve real patient centricity, we need to find a new term that inspires and motivates change. Acknowledging that the term is contentious and provocative by design, Mark suggested that perhaps we could achieve the goal of patient centricity if we replace it with ‘patient obsessed’. It certainly led to some interesting and thought-provoking conversation!

WHY WE SHOULD BECOME ‘PATIENT OBSESSED’ INSTEAD OF PATIENT-CENTRIC

During the webinar, Mark presented his concerns about the term ‘patient centricity’. With no universal definition, it can be difficult to associate patient centricity with your own work and risks becoming nothing more than a tick box exercise.

“If everybody was truly obsessed with the patient and helping [the] patient, it has the potential to do what patient centricity says it will do, which is to radically alter the treatments, the clinical trials, the way research is conducted, the way it’s communicated to patients, the way hcps interact with patients. I believe it could radically alter and ultimately improve the lives of patients, which is what patient centricity is supposed to do….I just feel like maybe we need to push it a bit further and reignite the benefit and enthusiasm of it.”Mark Doyle

Susan agreed with the idea of being much more focused on the patient and challenged the audience to look at ways they can push this within their own companies. If a business makes the patient its focus and all activities stems from that, the corporate gains will come.

To unlock the potential of patient centricity the industry must go further. The most successful companies will be those who are able to equally balance patients’ needs with commercial goals and operations, making both a priority.

FALL: Freedom for All to Live and Learn

/ Susan Hendrich / 1 Comment

Simon Sinek talks about the importance of being able to fall.

Thank goodness. Because I fall. I fall a lot.

I fell last week. It was a mistake, but I am responsible for it happening and for the upset that it caused. 

Even though I try my best to be a great leader by lifting others and shining a light on their path so they can succeed, sometimes I end up being an obstacle in their path. It doesn’t feel good to make a mistake or miss a mark or disappoint someone. That’s the first arrow.

But the second arrow is dwelling on that mistake instead of taking accountability, learning from it, dusting yourself off, and moving forward.  Like my mentor once said, “Take the hit, then, bounce.”

Check out this video of Simon sharing his view on “falling.” Simon Sinek on Falling

Did you know that Babe Ruth struck out more than 1300 times? History doesn’t dwell on that fact. History remembers his home runs. And Babe Ruth didn’t dwell on those strikeouts. In fact, his philosophy was that every strikeout brought him closer to his next home run.

The concept of being willing to fall reminds me of the universal celebration that erupts when a staff member drops a glass in a restaurant.

Crash…Hurray!

What happens at a restaurant when a server drops a glass and it shatters on the floor? 

Fellow restaurant staff cheer and clap! Why?  here’s my theory:

  1. Most people are just trying their to do their job to the best of their ability
  2. Everybody makes mistakes
  3. A team is a village that takes care of its own
  4. Take the hit, then bounceWhen we feel safe to FALL—to have the Freedom to Live and Learn without the fear of humiliation or loss of status, the world is a better place.

What would be different if next time you were to celebrate when you FALL?  The moment when something goes awry is a chance for the culture to be tested. Use it as an opportunity to demonstrate grace, invite experimentation, and celebrate the effort it takes to clean up and start again. And remember the Japanese art of Kintsugi, where we can become stronger in the broken places. 

Safety to Fail (again)

/ Susan Hendrich / 4 Comments

To err is human; to forgive, divine. – Alexander Pope

Forgiveness is a gift that costs nothing.

There is tremendous power in forgiveness. We pardon mistakes or wrong choices of others as a means of growing, healing, learning and moving on. The power of forgiveness has long been documented. Think of the role it plays in self-esteem, interpersonal relations, philosophy, sports, child-rearing, education, and law.  Forgiveness brings closure and resolution. Forgiveness frees us to make better choices next time.

So, where does forgiveness fit into training and leadership?

There is no greater learning opportunity than the chance to take a risk, or to make a decision that carries the risk of failing. When we provide a safe environment in which people can try, fail, and try again, we open up a world of learning opportunities.

How have you incorporated forgiveness into your training and leadership? Please share your thoughts below.

Susan Hendrich

5-minute Contest: Mentorship and Onboarding

/ Susan Hendrich / 2 Comments

Mentor Me…

Here’s an easy contest to win!

In his article, “Mentoring and On-Boarding: Two Peas in a Pod,” Talent Management’s Frank Kalman makes a compelling case for mentorship as a game-changing onboarding tool. I’m going to take a leap by extending Kalman’s theory, and say that I believe that you (yes, you, dear reader) are an expert in onboarding mentorship. Curious? Read on…

 

You Are an Onboarding Expert

Since you’re reading this post, I’m guessing you’re interested in the topics of mentoring and onboarding (either that, or you’re my mom, who reads all my posts – because that’s what mentors do – invest in their peeps). No doubt you’ve been “onboarded” in an organization before – be it your workplace, your place of worship, or your neighborhood association. And I’m betting that somebody helped you with the ropes when you joined that organization. That mentee experience in itself gives you a certain amount of mentoring mavenship. You know what good (or not good) mentorship feels like.

Let’s now transform this expertise of yours into a reward. It’s time to get you published in the blogosphere!

Contest Guidelines

Take five minutes to participate in this Mini-Mentoring Contest and you could win a featured “Guest Author” spot on the Leadership and Learning Innovation site.  Here’s how:

  1. Take a quick read of Kalman’s brief article, Mentoring and On-Boarding: Two Peas in a Pod.
  2. Answer one or more of the following questions:
    • What role has mentorship played in your own onboarding experiences?
    • What kind of mentorship did/do you provide in helping others to onboard?
    • How can you “pay it forward” for future members of your organization?
  3. Submit your ideas/stories here.
  4. Submission Deadline: Tuesday, July 24th

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Winning Entries

Compelling mini-stories, theories of mentorship, or even 3-word mantras on the secrets of onboarding mentorship will be considered for publication in the next Leadership & Learning Innovation article in this series, “There’s No Ship Like Mentorship.”