2025.11.25
Dr. Hideyuki Takizawa, MD, MMSc, PhD
Board-Certified Internal Medicine | Digital Health Advisor | PX & DEI Advocate
Part 1
If You Are Serious About Patient Centricity,
Hospital CX Is Unavoidable!
Hello, I'm Dr. Hideyuki Takizawa.
I'm a medical doctor with experience working in both Japan and overseas. Alongside my clinical work, I also advise on international healthcare strategies and take part in global medical projects.
Beyond my clinical work, I have focused on advancing patient experience (PX), implementing digital health solutions, collaborating with pharmaceutical companies, and promoting health literacy and Diversity, Equity, and Inclusion (DEI) in medical environments.
Through my clinical experience, I’ve come to believe that excellence in healthcare lies not only in technical expertise but also in the quality of care patients feel throughout their journey. Improving patient experience is directly linked to better medical treatment outcomes.
In this 8-part blog series, I will explore how healthcare and patient experience (CX) intersect, drawing on my first-hand experiences across both Japanese and international healthcare systems.
I hope to share practical perspectives and actionable insights to help reimagine a more patient-centered, sustainable future for healthcare in Japan and beyond.
Thank you for reading! I hope you’ll stay with me over the next few posts. Don’t go away!
I hope to share practical perspectives and actionable insights to help reimagine a more patient-centered, sustainable future for healthcare in Japan and beyond.
Thank you for reading! I hope you’ll stay with me over the next few posts. Don’t go away!
I. How Patient Experience (CX) Is Transforming
the Future of Healthcare
Summary: All healthcare exists for the peace of mind, safety, and happiness of the patient!
"From Curing to Caring — Patient Experience (CX) Is the New Standard in Healthcare" It’s no longer just about medical breakthroughs. How patients feel, what they understand, and how empowered they become defines the future of care. Respect, empathy, and self-health management are the foundations of truly patient-centered healthcare.
"From Curing to Caring — Patient Experience (CX) Is the New Standard in Healthcare" It’s no longer just about medical breakthroughs. How patients feel, what they understand, and how empowered they become defines the future of care. Respect, empathy, and self-health management are the foundations of truly patient-centered healthcare.
◆Introduction
“Good healthcare” no longer simply means cutting-edge treatments or accurate diagnoses. What truly matters is how the patient experiences their care, this shift in focus is gaining traction worldwide. We sincerely hope that more patients will become engaged with their own healthcare to meet greater patient experiences.
◆What Is CX? A Holistic View of Patient Experience
Patient Experience (CX: Customer Experience) is not limited to medical examinations or treatments themselves. It encompasses every touchpoint. Patient Experience (CX) encompasses every moment of interaction with healthcare from the way patients are greeted at reception, to how they are spoken to during consultations, to how they feel and what could be discussed with the medical practitioner after discharge. For patients from diverse backgrounds, inclusive and respectful care is not a luxury, it’s essential for healing and well-being.
In other words, how patients feel and perceive each part of the process plays a major role in shaping CX.
In today’s society, patient backgrounds are becoming increasingly diverse — age, gender, nationality, disability, religion, sexual orientation, and more. In such a context, how well medical institutions respect individual differences and offer a sense of safety and trust is a critically important factor that directly affects treatment outcomes.
In today’s society, patient backgrounds are becoming increasingly diverse — age, gender, nationality, disability, religion, sexual orientation, and more. In such a context, how well medical institutions respect individual differences and offer a sense of safety and trust is a critically important factor that directly affects treatment outcomes.
◆Can Patients Feel “This Healthcare Is for Me”?
In other words, the key to fundamentally improving the quality of healthcare is creating experiences where patients feel, “This care is truly for me.”
Healthcare today is not just about “curing,” but increasingly about “being present and supportive.” Listening attentively to each patient’s voice and practicing healthcare that embraces Diversity, Equity, and Inclusion (DEI) is essential for building medical services that are trusted and sustainable.
Especially for patients from diverse backgrounds, how medical institutions show consideration and compassion goes beyond service quality, it becomes a decisive factor in the effectiveness of treatment.
Especially for patients from diverse backgrounds, how medical institutions show consideration and compassion goes beyond service quality, it becomes a decisive factor in the effectiveness of treatment.
The future of healthcare lies not only in “curing” but in “caring.” Listening to every patient’s voice and integrating Diversity, Equity, and Inclusion (DEI) into care delivery is the key to building a truly patient-centered system.
◆The Power of Self-Management: Self-Mental Medication
In this age of balancing medical advancement with respect for the individual, what’s increasingly needed is the patient’s own ability to engage proactively with their health — what we call Self-Mental Medication.The World Health Organization (WHO) defines self-medication as “taking responsibility for one's own health and treating minor illnesses by oneself.”
This includes the judgment to decide, for example, when symptoms require a medical visit, or when over-the-counter medication and rest may suffice.
At the core of this is health literacy, the ability to access, understand, and appropriately apply health-related information. It is a vital competency that all patients should first develop.
◆The Evolving Role of Healthcare Professionals and Pharmaceutical Companies
Treating sick patients is a fundamental duty of doctors. But preventing illness and teaching patients how to respond in early stages is equally important.
For instance, symptoms like sore throats or runny noses are often the body’s natural defense mechanisms. Suppressing a cough may not solve the problem and could even worsen symptoms. What is truly needed in such cases is rest, taking 2–3 days off and allowing the immune system to work.
It’s essential that not only doctors, but also executives and managers at pharmaceutical companies understand the importance of health literacy and help convey to patients the value of correct information and proper rest.
◆Appropriate Use of Medical Institutions
In Japan, the norm has long been “free access,” allowing anyone to visit any hospital at any time.
However, even in metropolitan areas like Tokyo, the number of doctors and healthcare staff like the nurses, lab technicians, healthcare workers are far from sufficient.
However, even in metropolitan areas like Tokyo, the number of doctors and healthcare staff like the nurses, lab technicians, healthcare workers are far from sufficient.
With healthcare resources expected to become even scarcer over the next 10 to 15 years, patients must understand the importance of first visiting local primary care clinics and being referred to specialists if necessary. This approach leads to faster and more accurate diagnoses and treatment.
◆For Hospitals and Pharma Companies: Healthcare Is All for the Patient!
All healthcare must be for the patient’s peace of mind, safety, and happiness.
All healthcare must be for the patient’s peace of mind, safety, and happiness.
It’s time we revisit the fundamental truth: Healthcare exists entirely for the patient. Together with hospitals and pharmaceutical companies, we must reaffirm this principle. To realize it, a healthcare approach centered on Patient Experience (CX) will become even more crucial in the years ahead. Returning to this origin is the key to future healthcare for both hospitals and pharmaceutical companies. The future of healthcare we aim for must go beyond scientific progress.It must foster respect for the individual and empower people to take ownership of their health. Only then can we build a system where every patient feels understood, respected, and secure, a future worth striving for.
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