Bringing User Experience to Healthcare Improvement: The Concepts, Methods and Practices of Experience-based Design
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.
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Introduction bringing the user experience to healthcare
A quiet revolution in design
So whats different?
Becoming a disciple of experience
Using stories and storytelling to reveal the userseye view of the landscape
Patternsbased design the concept of design principles
Experiencebased design tools for diagnosis and intervention
The how of experiencebased codesign a case study for practitioners
Evaluating patient experience and experiencebased design and a brief word about patient satisfaction surveys
Future directions for experiencebased design and usercentred improvement and innovation
Patient interview schedule
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