In this week’s episode of “Healthcare Experience Matters,” we discuss disinformation in healthcare and provide tangible strategies for clinicians.

Our guest is Geeta “Dr. G” Nayyar, MD, MBA. Dr. G is a globally recognized chief medical officer and technologist, as well as the Wall Street Journal bestselling author of “Dead Wrong: Diagnosing and Treating Healthcare’s Misinformation Illness.”

Dr. G has appeared on CNBC, CNN, and CBS, and she previously served as chief medical officer for Salesforce and AT&T.

Misinformation vs. Disinformation

She opened the conversation with a crucial differentiation between misinformation and disinformation. Misinformation occurs when facts are misunderstood innocently, while disinformation involves the intentional manipulation of facts, often for personal or financial gain.

In today’s digital age, where information spreads at unprecedented rates, Dr. G highlighted that myths and disinformation circulate six times faster than factual information.

This alarming trend underscores the importance of addressing misinformation head-on, as patients increasingly turn to social media influencers and catchy online content for health advice.

As healthcare professionals, the responsibility to address this misinformation falls on a collective effort. Dr. G emphasized that no single person can be charged with the myth-busting task; rather, it should be a comprehensive strategy involving clinical, marketing, and technological teams.

Clinicians are seeing the real-world impact of misinformation firsthand, as patients often walk into consultations armed with misguided knowledge that can lead to frustration and burnout among healthcare workers.

Scaling Trust

A key element in combating misinformation is scaling trust among patients. Dr. G cited the Cleveland Clinic as a strong model for navigating these challenges. They have developed strategies to create trust and transparency with the public, emphasizing that every healthcare organization must prioritize educating patients.

The rise of social media means that patients seek healthcare information from various sources, making it vital for healthcare providers to step up their efforts in patient education and community engagement.

Dr. G suggested that marketing and patient education should be viewed as intertwined rather than separate entities.

To compete effectively in today’s information landscape, healthcare organizations must not only present accurate information but also engage thoughtfully with their patients across multiple channels.

This comprehensive approach may also ensure patient satisfaction and retention.

Technology, Social Media and Misinformation

In addition to proposing strategies, Dr. G also provided invaluable insights into the role of technology in addressing misinformation.

With advancements in artificial intelligence and digital communication channels, Dr. G remarked that healthcare can now harness new tools to foster better patient engagement while combating false information.

With a comprehensive, “omnichannel” approach allows organizations to meet patients where they are—be it through social media, informative podcasts, or digital health platforms—while delivering accurate health messaging.

As the conversation drew to a close, Dr. G reiterated the significance of adopting a proactive stance toward addressing misinformation.

She urged healthcare leaders not to neglect the issue, noting that inaction can lead to a substantial loss of trust and revenue. The conversation underscored a vital takeaway: scaling trust and ensuring accurate health information is not merely a moral obligation for healthcare leaders, but also a strategic business decision that can positively impact patient outcomes and satisfaction.

By embracing collaborative strategies and prioritizing accurate public health messaging, the healthcare community can reclaim its narrative in an era increasingly defined by digital influence.

For anyone interested in exploring this topic further, Dr. G’s book “Dead Wrong” provides a comprehensive examination of healthcare’s misinformation illness and the steps necessary to rectify it. You can learn more here.

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