The foundations of my work
I’ve spent more than 20 years thinking about how we communicate about health: as a writer and content leader, a health communication strategist, an educator, and an advisor.
The settings have changed, but the questions that interest me have remained remarkably consistent. What helps people understand? What builds trust? What makes someone feel capable of taking action? And how can better communication improve both people’s experiences and the outcomes healthcare organizations are trying to achieve?
These are some of the beliefs that guide my work today.
1. Great healthcare depends on great communication.
Communication shapes how people understand their health, experience their care, make decisions, and take action. It also influences the outcomes healthcare organizations care about—from trust and satisfaction to adherence, health outcomes, and organizational performance.
2. The human experience belongs in how we measure success.
Quantitative measures tell us an important part of the story. Qualitative measures help us understand people’s experiences, perceptions, motivations, and needs—and give us a fuller picture of what is working and why.
3. Every step of care is shaped by communication.
From understanding a diagnosis to deciding what to do next, people move through healthcare through a series of communication moments. Each one is an opportunity to build understanding, trust, confidence, and action.
4. Self-efficacy is an essential part of health communication.
People need to understand what to do and feel confident in their ability to do it. Effective health communication builds the knowledge, skills, and confidence people need to take action.
5. Health communication should be personal... and personalized.
Being personal means communicating with empathy, curiosity, and an understanding of the person behind the patient. Being personalized means tailoring communication to individual needs, preferences, circumstances, and readiness to act. Great health communication does both.
6. The best health technology starts with human needs.
Technology gives us powerful new ways to communicate, personalize, and respond at scale. Starting with human needs helps ensure those capabilities strengthen trust, connection, understanding, and the experience of care.