Dr Aditya Pawar
The bank manager said, “We need the KYC form filled for you to be able to operate your account.” My bank account had been dormant for some time, requiring KYC verification. This verification process eventually led to a sit-down with the manager and bank staff, involving a few cups of chai and discussions about various non-bank-related topics-all of which were pleasant and memorable.
In the world of banking, “Know Your Customer” (KYC) is a fundamental principle aimed at verifying customers’ identities and assessing associated risks. This concept resonates in various fields, including healthcare. Similar to how banks strive to understand their customers for tailored services, doctors also recognize the value of knowing their patients. Nowadays, it’s common for people to seek multiple medical opinions, which has both positive and negative aspects. It’s good because it allows patients to make choices, but it can also be overwhelming, costly and exhausting for patients to not find answers from multiple providers. Often, patients seek multiple opinions because they want a doctor who truly understands their situation. This understanding contributes to better diagnoses and treatments. Time is often a scarce resource for doctors due to the sheer volume of patients they must see, the encounters can be fleeting. The pressure to provide quick solutions sometimes compromises the quality of care. Patients come from diverse backgrounds, with unique medical histories, beliefs, and lifestyles. Understanding these factors can make a world of difference in patient outcomes.
Furthermore, as the healthcare industry considers integrating artificial intelligence (AI) into medical practices for diagnosis, treatment, and medication management, the human touch should not be underestimated. AI can certainly assist in various aspects of healthcare, but the irreplaceable value of human connection, based on truly knowing the patient, remains invaluable. AI lacks the capacity, at least in today’s day and age, to empathize, understand emotions, or consider the holistic aspects of a patient’s life. It can process data efficiently, but it can’t replace the depth of understanding that a doctor can develop by truly knowing their patient.The evidence overwhelmingly supports the notion that knowing the patient is critical for clinical judgment, patient advocacy, and clinical learning. When doctors take the time to understand their patients on a personal level, they can make more accurate diagnoses, recommend treatments that align with the patient’s values and preferences, and foster a sense of trust that is essential for the healing process.
Moreover, knowing the patient has a profound impact on the trust patients place in their healthcare providers and the healthcare system as a whole. When patients feel seen, heard, and understood, their confidence in the medical profession grows. This trust not only benefits individual patients but also strengthens the overall healthcare ecosystem. Healthcare can sometimes feel transactional, and it is imperative that we do not lose sight of the profound importance of knowing our patients. Going beyond the symptoms and medical records, taking the time to engage with patients on a personal level, understanding their fears and hopes can be fruitful and perhaps reinforce purpose. This personalized approach to healthcare ensures that patients receive not only the right treatment but also the right care.
In conclusion, “Know Your Customer” is a guiding philosophy that transcends industries. In healthcare, it means getting to know our patients deeply, appreciating their uniqueness, and tailoring our care to meet their individual needs. While AI may have a role to play in the future of medicine, it should complement, not replace, the human connection that comes from knowing the patient. By embracing the KYC ethos in healthcare, we can not only improve patient outcomes but also strengthen the trust and confidence patients have in the medical profession and the healthcare system as a whole.
(The author is a Kidney Transplant specialist and faculty at Harvard Medical School, USA.)
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