"Role Gaps" In Health Care
We play different roles in our lives every day. We play a role as a husband, a wife, a father, a mother, a friend, a business associate, a business leader, and many more. Sometimes these roles are defined (job descriptions, project charters, etc.) and sometimes they are implied. The clearer the definition of the role, the more likely individuals will know how they should respond in the manner others expect.
As we know, that doesn’t always happen. While we play our roles in the way we think is right, it doesn’t always match-up to what others expect.
There are four basic terms to keep in mind when talking about roles in any context. “Role Conception” is what a person thinks his/her role is and how they have been taught to fill the role. “Role Expectation” is what others expect. “Role Behavior” is what the person actually does. The difference between what is expected, and what happens in reality is the “Role Gap.”
We have huge “Role Gaps” in health care today.
For instance, today we expect consumers to be much more engaged and participatory in the health care process. Historically they were simply told what to do. The consumer’s Role Conception/Behavior is much different than the new implied Role Expectation. The result is the low participation and engagement in the process, confusion, and frustration with how the health care system works. We have a large Role Gap to fill with health care consumers.
The new Role Expectation for those delivering care (providers) is to focus on value, efficiency, quality, and innovation. The Role Conception of most involved in delivering care has historically been to be a care-giver and provide whatever services are appropriate to care for their patients. Many times the two aren’t the same. The end-result is a continued focus of discussions of the providers on transactions, coding, and higher reimbursement while the health care system (in general) is talking about value. The two conflict; we have a Role Gap with providers too.
How Do You Close The Role Gap?
Clarity of Understanding Where You Are (Role Conception/Behavior)
Clarity of What is Expected (Role Expectation)
Information and Education To Fill The Gap
Resources To Assist Moving Toward What is Expected/Needed
Open Communication, Honesty, and Ongoing Dialogue
