Cleveland, OH. As members of the innovation team at GSW, we do a lot of ideation about patient experience. We work with our brands to get in the shoes of the patient and find ways to connect and make their lives easier or better in some way.
On Monday, I had the privilege of attending the Patient Experience Summit in Cleveland. In one of the sessions, a patient and her doctor took the stage. Dana, the twenty-something patient, is an energetic, outspoken young woman who has been living with Crohn’s disease most of her life. Dr. Remzi is a colorectal surgeon who has been with Dana from the very beginning.
Dana and Dr. Remzi interacted more like a loving father and daughter than doctor and patient. They playfully poked at each other’s quirks and laughed about their various ‘boundary infractions’ (i.e. texting a non-urgent message in the middle of the night). And, as they told their story (and it truly was “their” story), you couldn’t help but feel how intertwined and deeply connected they were.
Of course, not many doctor-patient relationships are this close. But, their story was a reminder that patient experience isn’t just about the patient. And, particularly with chronic disease, the patient experience isn’t a point in time – it can span decades. Witnessing Dana and Dr. Remzi’s relationship was inspiring. Much like other relationships in life, it’s a complex web of a million points of decision and interaction. And as simple as the sum of those points equating to “with me”.
To see more of Dana’s story, check out her documentary: