Why hospitals should consider a whole-health approach to care

6 questions for Kimberly Wells, VP of women’s services, Ascension Saint Thomas

By Cathi Cunningham, Partner, Deloitte & Touche LLP

The US health care system often delivers fragmented and episodic care. Five years ago, Deloitte introduced its vision for The Future of Health, forecasting a transformation from a reactive “sick-care” model to a proactive “well-care” approach. In this future, consumers and care teams prioritize early disease detection and prevention, shifting the focus from simply treating illnesses to maintaining overall health. A central element of this vision is the “whole-health” approach. Rather than just addressing a specific disease or condition, health care organizations focus on enhancing or preserving an individual’s overall well-being. Whole-health initiatives have the potential to improve the health status of entire populations. To achieve this, whole-health thinking must be prioritized, deliberate, and sustained over time (see A 'whole health' approach to health care transformation).

"Whole-woman health" refers to a holistic approach that goes beyond reproductive care and addresses all aspects of a woman's well-being, including physical, mental, and emotional health. This concept emphasizes personalized care that considers the individual needs and values of each patient. A growing number of hospitals and health systems are focusing on a range of women’s health services that go beyond gynecological health and obstetrical care and are addressing the unique health needs of women across their lifespans (see Can investors help women's health break through the glass ceiling?)

Ascension Saint Thomas, a Nashville-based health system, recently hosted HerHealth360, an immersive educational event for the community. Attendees had on-site access to specialists in heart, breast, digestive, and mental health care, and were able to schedule preventive screenings and medical appointments on-sight. The goal was to remove some of the obstacles women might encounter when trying to access care. Kimberly Wells, vice president of women’s services at Ascension Saint Thomas, told me that attendees were encouraged to interact with medical equipment, talk with clinicians, and schedule preventive screenings and other services. Physicians were on hand to explain some of the devices that are typically used during Pap smears and other routine procedures. The idea was to reduce the anxiety that might occur when the patient is sitting on an exam table in a medical gown.

I recently had an opportunity to speak with Kimberly about some of the unique health needs of women, and how health care organizations can help reduce the obstacles they might face in accessing needed care. Here’s an excerpt from that conversation:

Cathi: Traditionally, women's health has been focused primarily on women of childbearing age, and not much after that. But women in the US are more likely than men to have several conditions including Alzheimer’s disease and depression^.1 Women also account for up to 80% of all autoimmune disease cases.² Then there are women-specific illnesses such as endometriosis, cervical cancer, and pelvic-floor disorders.³ How do you see the focus on women’s health changing?

Kimberly: Women’s health care shouldn’t be complicated. Women make up 51% of the population. We're not a niche specialty population. How do we, as health care providers, help women navigate their own health? Health care leaders talk a lot about breaking down inter-generational knowledge gaps and making sure they provide age-appropriate care for women. While younger generations might be equipped with information about women’s health, some of it may be misinformation. Health care organizations should try to fill gaps in education and dispel some of the myths.

Cathi: Our research indicates that women are 31% more likely than men to skip care due to cost (see Why US women skip or delay health care). Women also tend to pay more than men for care, even after excluding maternity costs, and are more likely than men to skip care. What do you think health systems can do to discourage women from skipping needed care?

Kimberly: Three common reasons women skip care are resource availability, lack of education/knowledge, and anxiety. When Ascension Saint Thomas asks people why they haven’t scheduled a Pap smear or mammogram, the reason is often tied to the fear of a bad diagnosis. Improving education and knowledge can help reduce that anxiety. Some women might not know how to find the right specialist, or they might not know when it’s time to get a mammogram or a colonoscopy. There is a lot of baseline information some people just don’t have. Financial issues, limited access to reliable transportation, and family responsibilities can all be barriers that keep people from seeking medical care.

Cathi: What can be done to remove anxiety around fear of a bad diagnosis?

Kimberly: We try to give all of our patients as much information as we can, so they know exactly what to expect during an outpatient visit, a delivery, a surgery, or just a routine test. Along with our navigators [who answer questions and guide patients through their health journey], we also offer pre-surgery phone calls with an actual human on the other side—it’s a space where patients can ask questions. Sometimes they don’t know what they don’t know, so we try to guide them. When the patient comes into the hospital, they already know someone who is able to greet them. Small, intentional moments can help reduce anxiety.

Cathi: How can health systems let their communities know about women’s health services that extend beyond maternal health?

Kimberly: Maternal health is a huge focus for Ascension. But we have developed a narrative that highlights all of the services we offer to women at every stage of life—from 18 to 80. We do a lot of surgeries that fall under the umbrella of women’s health. We have an ob-gyn team, breast surgeons, mental health specialists, and a cardiologist who specializes in women’s health. We also have partners in pelvic health and bone health, mammography, and obesity. We decided to do a Women's Health Fair to show that women’s health is more than just maternal care.

Cathi: What do you think are some effective ways to connect with members of the community and educate them about the health needs of women?

Kimberly: We have provider-relations managers. They try to make face-to-face connections between patients and clinicians. They might take clinicians or nurse practitioners out to the community and go door to door with them. Patients can get lost in the system; even clinicians can get lost in the system. A face-to-face introduction can help to build relationships and simplify the process.

Cathi: How can health systems help ensure patients have a positive experience?

Kimberly: The patient is at the center of everything we do, and that makes some decisions easier because that is not negotiable. A patient should be able to call a number and be connected to an actual human who can answer questions and help the patient schedule an appointment. Patients should know a health system’s team members right down to the security officer. This helps to create an environment that feels safe and authentic. I've been a hospital CEO, a hospital COO, and I've also been a caregiver, so I've spent many nights in hospitals with family members. I understand the impact those intentional touches can have on patients and their families.

Conclusion

A whole-woman approach to care recognizes the complexity and individuality of women’s health needs across the lifespan, moving beyond a narrow focus on reproductive or maternal health. By addressing physical, mental, and emotional well-being, and by providing personalized, age-appropriate care, hospitals and health systems can help to reduce obstacles such as anxiety, lack of information, and logistics that can keep women from seeking necessary care. This holistic model has the potential to improve health outcomes by emphasizing prevention and early intervention, but can also foster trust, engagement, and a sense of safety among patients. A whole-woman approach can position hospitals to meet the health needs while helping them feel seen, heard, and supported at every stage of life.

The executive’s participation in this article is solely for educational purposes based on their knowledge of the subject and the views expressed by them are solely their own. This article should not be deemed or construed to be for the purpose of soliciting business for any of the companies mentioned, nor does Deloitte advocate or endorse the services or products provided by these companies.

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Why hospitals should consider a whole-health approach to care

6 questions for Kimberly Wells, VP of women’s services, Ascension Saint Thomas

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