Dr. Shan Shan Jing on Innovation, Trust, and the Future of Patient-Centered Surgery

Dr. Shan Shan Jing, a consultant plastic, hand, and nerve surgeon, recently shared her insights on the evolving landscape of surgical care and patient experiences. With a background spanning the UK, New Zealand, and Asia, Dr. Jing brings a unique perspective to the intersection of technology and patient well-being.

Surgery, even when planned, is a significant event for patients. Common worries often revolve around pain, recovery timelines, and the ability to return to daily life. Patients also frequently express concerns about wound care, medication management, and distinguishing normal symptoms from potential red flags. Underlying these practical worries is a deeper vulnerability; patients are essentially asking, "Will I be okay?" and "Will someone be there for me?" This feeling of uncertainty can be amplified if the process feels difficult to navigate, leading to a sense of isolation.

Building trust and providing comfort throughout a patient's journey is paramount. For Dr. Jing, this starts with being present and treating patients as individuals, not just their diagnosis. The message, "You matter, and I'm here for you," is conveyed from the first interaction. This involves speaking plainly, listening without rushing, and making oneself available. Consistent presence, marked by both clinical competence and genuine compassion, is key to fostering this trust.

Patient expectations have certainly shifted. Today's patients are more informed, empowered, and actively involved in their healthcare decisions. They are accustomed to quick answers, often seeking information through devices and online resources, which can sometimes lead to confusion due to mixed accuracy. Dr. Jing views her role as guiding patients with clarity and empathy, helping them feel confident rather than overwhelmed by information.

Technology's Role in Patient Communication

Technology has significantly changed how risks, benefits, and procedures are communicated. Patients often retain only a fraction of the information presented in a single consultation. Technology offers a solution by allowing for follow-up communication through voice notes, short videos, visuals, or patient leaflets delivered directly to their devices. This enables patients to review information at their own pace, ask questions, and engage in a more informed decision-making process.

AI in Setting Realistic Expectations

Artificial intelligence can play a vital role in guiding patients through their entire surgical journey, from pre-operative preparation to post-operative care. Using various formats like voice, visuals, or animations, AI can keep patients informed in a personalized and digestible way. This tailored approach acknowledges that everyone processes information differently. In the future, AI could potentially identify when a patient seems confused or overly optimistic, prompting a human follow-up. The goal is not to replace care but to help patients feel prepared and supported.

The Impact of AI on Plastic Surgery

In plastic surgery, where details are critical and procedures are deeply personal, AI can offer meaningful support. While AI won't replace a surgeon's hands or judgment, it can assist in various ways. For instance, advancements like AI-powered imaging can aid in earlier diagnoses, such as identifying skin cancers. AI can also provide realistic outcome simulations and before-and-after visuals. Furthermore, it can help maintain engagement with patients during long recovery periods by answering questions, flagging concerns, and offering reassurance.

Supporting Surgeons and Combating Burnout

AI can also address challenges like clinician burnout and patient loneliness, which are often exacerbated by fragmented communication. AI can handle routine tasks such as triaging calls, escalating urgent concerns, and assisting with documentation. This frees up clinicians to focus on the core aspects of surgery and human care. AI can also act as a bridge, connecting patients with loved ones and providing emotional support, recognizing the fundamental human need for meaningful relationships.

Ensuring AI Enhances, Not Replaces, Human Connection

The key to ensuring AI enhances rather than replaces the human touch lies in intentional design. AI should support clinicians, not supplant them. Current AI lacks the clinical judgment, creativity, and emotional intelligence needed for complex situations. By acknowledging AI's limitations and building them into its design, AI can create more space for meaningful human interactions.

Dr. Jing Featured in Netflix Documentary "Between Life and Death

Dr. Jing was recently featured in the Netflix documentary "Between Life and Death." This documentary explores the complex and often emotional journey of patients and healthcare professionals navigating critical medical situations. It offers a poignant look at the intersection of life, death, and the human spirit. You can watch the documentary on Netflix. Watch Here

The Future of Tech-Supported Patient Experience

In five years, an ideal tech-supported patient experience could involve a single, intuitive AI companion tailored to each patient, accompanying them from consultation through recovery. This companion could provide 24/7 access to information, answer common questions, send reminders, and monitor symptoms, flagging any red flags for immediate clinician attention. This would allow for real-time problem-solving and a more connected patient experience for both patients and clinicians.

Dr. Jing is excited about the future of AI and technology in healthcare, believing it has the potential to revolutionize patient care delivery.

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