Empathy in Crisis: The Price of Neglecting Human Experience in Healthcare
My favorite photo: Dad and I enjoying each other’s company at the beach in Samal
The COVID-19 pandemic has brought to light the devastating consequences of neglecting empathy in healthcare and policy-making. As the world begins to recover, it is crucial that we use empathy as a guiding principle in both areas to prevent similar tragedies in the future.
My father's battle with cancer was tragically cut short during the COVID-19 pandemic. It all began when he had difficulty breathing and drove himself with my mom to the hospital for a consultation with his heart doctor. Despite being endorsed for admission and dialysis treatment by his doctor, he was made to wait for more than 24 hours in the emergency room. During this time, he suffered two heart attacks, the last proving fatal. He stopped breathing for 8 minutes and was revived. But he was then transferred to a COVID facility where he was still denied dialysis treatment. The facility required two negative COVID test results, of which the first was only obtained after a delay of five days. We fought to have him transferred to a third hospital where he could receive proper care for his cancer. Despite waking up from a coma after 24 days and receiving dialysis at the third hospital, we were told in December 2020 that his days were numbered. Unfortunately, due to a lack of resources and appropriate protocol, he passed away on January 9, 2021.
My mother and I were with dad a few days before his passing, at home.
My sister and I were with our father on his last birthday in 2020, during his hospital stay.
This is not an isolated incident. In developing countries, many patients with chronic illnesses have been unable to receive the care they need due to the overwhelming focus on COVID-19. A study by the World Health Organization noted that the total number of excess deaths during the COVID-19 pandemic was likely higher than the reported number of COVID-19 deaths, as excess mortality takes into account not only the direct COVID-19 deaths but also the indirect effects on healthcare systems and the general population. The lack of empathy and understanding of my father's unique needs and circumstances is a stark example of how the absence of user experience in healthcare can lead to preventable deaths. In developed countries, user experience is often viewed as a discipline that improves customer experience, but in developing countries, it is essential to saving lives.
A screenshot of Executive Order No. 53-A, which was issued during the COVID-19 pandemic and had a significant impact on healthcare in the Philippines. Download the Executive Order No. 53-A.
I am appealing to the healthcare community, policymakers, and the public to bring attention to the importance of user experience (UX) in healthcare, particularly in developing countries. UX in healthcare should not be viewed as a luxury but a necessity. It is about understanding the patient's needs, providing appropriate care, and ultimately saving lives.
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WHO has released a number of reports and statements on the impact of COVID-19 on mortality and morbidity, which you may find useful. You can find more information on their website at https://www.who.int/emergencies/diseases/novel-coronavirus-2019/events-as-they-happen.
P.S. As we continue to navigate the aftermath of the COVID-19 pandemic, it is important that we come together to share our experiences and learn from one another. If you or someone you know has been affected by the lack of empathy in healthcare during the pandemic, I urge you to share your story. We must use our collective experiences to push for change and ensure that such a tragedy never happens again.
Additionally, if you are in the healthcare community or support organizations working to improve empathy in healthcare, please share your initiatives and continue to push for change. Together, we can make a difference and ensure that the rights and dignity of all patients are respected during a crisis.
