Understanding mutuality and co-creation in the healthcare technology space

In order to transform and improve healthcare, it’s imperative that formative leaders and thinkers come together to exchange ideas, share insights, and collaborate on initiatives to enhance the field. From December 11-13, 2017, Tickit Health had the opportunity to participate in the Institute for Healthcare Improvement (IHI) National Forum in Orlando, Florida, a gathering of some of the leading clinicians, data analysts, organizations, and companies in the healthcare technology space.

We had the privilege of highlighting some of the groundbreaking progress Tickit Health’s solutions have been able to achieve with some of our clients, such as the Seattle Children’s Hospital and Marvelle Koffler Breast Centre at Mt. Sinai Hospital.


Mutuality - the optimal patient-doctor relationship model

The foremost theme of this the 2017 conference was the focus on the power of mutuality - working towards the optimal model for the patient-doctor relationship. This model emphasizes that importance and value that each party in the relationship brings, where each participant in brings a unique set of resources and to the relationship. Ultimately, this model of care can only be achieved by optimizing the nature of communication between both the clinician and the patient under his or her care. When gaps in the communication methods and flow, that can leave patients feeling vulnerable, misunderstood, and perhaps even underserved. A mutually positive interaction between the patient experience and the staff experience is what leads to improved, higher quality care. Surveys founds that 60% of MDs, and 37% of newly license RN had considered leaving their practice due to poor morale caused by communication issues and a lack of tools to assist them in this area when caring for patients.


Bringing patients into the process

Another important theme addressed during the 3-day conference was the value of co-creation and co-design. This is a model by which healthcare administrators and leaders can drive meaningful change and greater bring value, simply by further engaging their patients during their care processes. This allow patients the opportunity to be able to fully understand their care experience and in turn, manage expectations. This bi-directional sharing of knowledge enhances the patient and staff experience because as the patient learns, and is more involved in their own care process, they’re able to build trust with the care providers, which leads to a better experience for both patients, and also to more positive health outcomes for patients.


Communication tools that foster mutuality and co-creation

The models of mutuality and co-creation both indicate the many benefits that come when we break down the silos in healthcare; be that between different departments within an organization, between different healthcare practitioners, and of course, breaking down the barriers in communication between clinicians and their patients. There needs to be more fluidity in the sharing of knowledge, and insights across all levels of healthcare.

Tickit Health’s premiere platform, Tickit® is an example of a tool that’s breaking down communications barriers, inviting patients to have an intuitive, easy-to-use channel of communication and co-creation in care with their doctor, allowing them to be better understood, cared for, and empowered before and during their their healthcare appointments. This tool allows and embodies the the model of mutuality, this tool equips care providers with the critical patient information they need, shouldering some of the communication burdens they experience, which can lead to poor morale and fatigue.


Engaging diverse patient populations

These models were evidenced by Tickit Health’s work at the Black Creek Community Health Centre in Toronto, where patients were involved in their care process by communicating with their care provider using the Tickit® tool. Because of this, they had a better understanding of what to expect when going into their appointments, and felt better equipped to communicate with their doctor. Our work with the University of California, San Francisco, our platform allowed their diverse patient population to be heard and understood through our culturally sensitive, interactive, and design-focused content.


Transforming healthcare is possible through improved cooperation, collaboration, and communication between industry thought-leaders, policy makers, and ultimately, between doctors and patients. But, it’s up to healthcare technology leaders to help drive that change; to equip parties at all levels of care with the tools they need to make those improvements a reality.


Nina Chen