Andrea Dagger
Andrea Dagger Regional Managing Director, CCA NY

Is automating empathy really the answer?

All good doctors have one thing in common: they deeply care about their patients. So, when you are considering automated empathy in a therapeutic setting, it seems to be a pretty straight forward discussion. Very few people would advocate for removing the humanity from our healthcare experience.

But, that debate gets murky when you consider the needs of patients against a limited number of human resources. Patient and caregiver information requirements around complex medical procedures are great. Gaps in proper follow-up can make the difference between a successful recovery and one fraught with complications resulting in costly repeat visits.

The best path forward could lie in the balance of these two important approaches. For simple information touchpoints, automated services help provide immediate directives and an opportunity for questions.

However, there is no substitute for authentic and compassionate bedside care at and around critical treatment milestones. Success for patients will always be grounded in the trust that their doctor is dedicated to their health and well-being – a trust that can only be formed through genuine and real interaction.


Will I be a small fish in a big pond?