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This book offers a new perspective on improving healthcare that draws inspiration from sources as diverse as American healthcare history, Lean Six Sigma, patient experience, employee engagement, clinical microsystems, physician burnout, and industrial design thinking. This work focuses on the three value streams that form the foundation of all healthcare service processes: healthcare-worker value stream, patient value stream, and organizational process. The interaction of patients and healthcare workers in the context of these three value streams creates the meaningful experience that is essential to healing and to the success of healthcare organizations. Meaningful healthcare experience design guides the work of designing these value streams and improving them to promote experiences that are meaningful and healing for both patients and healthcare workers.
The world of healthcare is constantly evolving, ever increasing in complexity, costs, and stakeholders, and presenting huge challenges to policy making, decision making and system design. In Design for Care, we'll show how service and information designers can work with practice professionals and patients/advocates to make a positive difference in healthcare.
This book explores the use of human-centered service design. Through a variety of case studies and best practices, it highlights ways to systematically improve the provision of healthcare services to different target and age groups in order to understand customer expectations and needs. The book also offers new insights into the dyadic relationship between service provider and customer, each of which has their own set of goals, purposes, and benefits and must cope with a scarcity of resources and opportunities to optimize and design. Written by recognized experts, scholars, and practitioners, this book demonstrates how, where, and when to successfully apply human-centered service design at multiple levels, including corporate, departmental, and product/service. Value-added services are not only assessed in terms of their effectiveness, efficiency, and productivity, but also bearing in mind human emotions, interactions, and communication techniques as an important part of service provision. Accordingly, the book will appeal to scholars and practitioners in the hospital and healthcare sector, and to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and the service experience.
This book offers an overview of service design practices for healthcare and hospital management. It explores how these practices can help to generate innovations in healthcare and contribute to the improvement of patient-centered care. Respected experts, including scholars from various disciplines and practitioners from healthcare institutions, share essential insights into established research areas, fields of work and work structures, and discuss successful approaches, methods and tools. By illustrating innovative services, products, processes, systems, and technologies, as well as their application in practice, the authors highlight the role of participating stakeholders in service design projects and the added value that comes from sharing, communicating, networking and collaborating. This book is a must-read for scholars and practitioners in the hospital and healthcare sector. It will also appeal to anyone interested in organizational development, service business model innovation, customer involvement and perceptions, and service experience.
Design That Cares: Planning Health Facilities for Patients and Visitors, 3rd Edition is the award-winning, essential textbook and guide for understanding and achieving customer-focused, evidence-based health care design excellence. This updated third edition includes new information about how all aspects of health facility design – site planning, architecture, interiors, product design, graphic design, and others - can meet the needs and reflect the preferences of customers: patients, family and visitors, as well as staff. The book takes readers on a journey through a typical health facility and discusses, in detail, at each stop along the way, how design can demonstrate care both for and about patients and visitors. Design that Cares provides the definitive roadmap to improving customer experience by design.
The Complete Guide to Transforming the Patient Experience Gary Adamson; Sonia Rhodes Create exceptional healthcare experiences that improve market share. The patient experience impacts all areas of healthcare, including patient satisfaction, quality (as measured by HCAHPS), reputation, employee satisfaction, physician referrals, and, ultimately, the bottom line. This definitive resource for healthcare organizations, authored by two award-winning experience thinkers, delivers the proven solutions you need to create an exceptional and successful patient experience. The patient experience is your competition's #1 priority. Make it yours, too. Nearly 90% of senior healthcare executives say that improving patient experience is one of their top five priorities. That makes it your priority, too. Using examples from organizations that create successful healthcare experiences, The Complete Guide to Transforming the Patient Experience will give you the tools you need to: Assess your organization's patient experience Implement patient experience techniques in your own organization Market your new patient experience to improve market share Unite brand promise with brand experience The Complete Guide to Transforming the Patient Experience comes with a multi-media, interactive CD that includes a compilation of best practices, examples of experience initiatives, and ideas to inspire your own experience efforts. Take a look at the table of contents Chapter 1: Story in the Stone: The State of the Experience in Healthcare Chapter 2: Immerse Yourself: The Best Way to Learn About Experiences Chapter 3: An Experience Marriage: Marketing and Operations Together At Last Chapter 4: Experience Drivers: From the Inside Out and the Outside In Chapter 5: Stories Matter: How Leaders Can Convey Meaning and Drive Decisions Chapter 6: A Question of Greatness: Set a New Standard of Organizational Performance Chapter 7: Living Legends: Bring Mission, Vision, and Values to Life Chapter 8: Miniature Treasures, Epic Results: Create Memorable Symbols and Ceremonies Chapter 9: Setting the Stage: Turn Functional Facilities into Healing Spaces Chapter 10: The Fab Four: Develop, Gather, and Tell Your Stories--and Make them Legendary Chapter 11: Getting Real: Close the Gap Between Brand Promise and Brand Experience Who will benefit from this book? Improving the patient experience is everyone's job, and it starts with top-level executives, including CEOs, CFOs, COOs, chief medical and nursing officers, and chief marketing officers. This guide will also benefit marketing, advertising, and PR directors, and anyone involved with the patient experience.
Health information technologies are revolutionizing and streamlining healthcare, and uptake continues to rise dramatically. If these technologies are to be effectively implemented, capacity must be built at a regional, national and global level, and the support and involvement of both government and industry will be vital. This book presents the proceedings of the 2017 Information Technology and Communications in Health conference (ITCH 2017), held in Victoria, BC, Canada, in February 2017. The conference considers, from a variety of perspectives, what is required to move the technology forward to real, sustained and widespread use, and the solutions examined range from improvements in usability and training to the need for new and improved design of information systems, user interfaces and interoperable solutions. Government policies, mandates, initiatives and the need for regulation are also explored, as is the requirement for improved interaction between industrial, governmental and academic partners. With its focus on building the next generation of health informatics and the capacity required to deliver better healthcare worldwide, this book will be of interest to all those involved in the provision of healthcare.
Shift Clinic design to keep pace with the evolving healthcare industry Modern Clinic Design: Strategies for an Era of Change is a comprehensive guide to optimizing patient experience through the design of the built environment. Written by a team of veteran healthcare interior designers, architects, and engineers, this book addresses the impacts of evolving legislation, changing technologies, and emerging nontraditional clinic models on clinic design, and illustrates effective design strategies for any type of clinic. Readers will find innovative ideas about lean design, design for flexibility, and the use of mock-ups to prototype space plans within a clinic setting, and diagrammed examples including waiting rooms, registration desks, and exam rooms that demonstrate how these ideas are applied to real-world projects. Spurred on by recent healthcare legislation and new technological developments, clinics can now offer a greater variety of services in a greater variety of locations. Designers not only need to know the different requirements for each of these spaces, but also understand how certain design strategies affect the patient's experience in the space. This book explores all aspects of clinic design, and describes how aesthetics and functionality can merge to provide a positive experience for patients, staff, and healthcare providers. Understand how recent industry developments impact facility design Learn how design strategies can help create a positive patient experience Examine emerging clinic models that are becoming increasingly prevalent Analyze the impact of technology on clinic design A well-designed clinic is essential for the well-being of the patients and health care providers that occupy the space every day. The healthcare industry is shifting, and the healthcare design industry must shift with it to continue producing spaces that are relevant to ever-evolving patient and worker needs. For complete guidance toward the role of design, Modern Clinic Design is a thorough, practical reference.
Book Structure In the call for contributions for this publication, we suggested participants cover topics such as experience design, UX design, interaction design, service design, product-service system design (PSSD), social design, sustainable design, and other approaches related to culture, cities, technologies, and future scenarios. However, the 40 short papers by 86 authors presented in this book expand our initial scope, portraying a comprehensive research approach to experience design in Korea and Latin America. Throughout the process of reviewing the submissions, the editors were able to map the range of perspectives, and selected the most recurrent ones to orient the structure of the text, which contains 11 chapters consisting of 3 to 5 short papers. Each section examines issues related to several kinds of experience: contemporary, educational, interactive, sensory, art, social, inclusive, healthcare, sustainable, data, and urban. - in the 'Introduction' of the book
This work includes a foreword by lynne Maher. Head of Innovation Practice, NHS Institute for Innovation and Improvement, University Of Warwick, Coventry. "Experience Based Design" (EBD) is a new way of bringing about improvements in healthcare services by being user-focussed. Facilities, healthcare professionals, carers, family and friends are all involved in the patient experience and systems and policies need to adapt to take this into consideration. By exploring the underlying concepts, methods and practices of EBD, this exciting guide offers a unique approach to healthcare customer satisfaction. It offers recommendations for the future and many interesting points for discussion. It will be of great interest to health and social care management, particularly directors of service improvement in hospitals and directors of nursing, health and social care policy makers and shapers, and quality improvement and organisational development specialists in healthcare. Patient groups and national organisations, too will find the book inspirational. 'Experience based design-you cannot do without it. Read this book and it will change the way you think about providing health services for ever.' - Lynne Maher.