Bringing User Experience to Healthcare Improvement: The Concepts, Methods and Practices of Experience-based Design

Front Cover
Radcliffe Publishing, 2007 - Medical - 207 pages
0 Reviews
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.
 

What people are saying - Write a review

We haven't found any reviews in the usual places.

Selected pages

Contents

Introduction bringing the user experience to healthcare
1
Concepts
13
A quiet revolution in design
14
So whats different?
30
Methods
47
Becoming a disciple of experience
48
Using stories and storytelling to reveal the userseye view of the landscape
59
Patternsbased design the concept of design principles
71
Experiencebased design tools for diagnosis and intervention
83
The how of experiencebased codesign a case study for practitioners
118
Evaluating patient experience and experiencebased design and a brief word about patient satisfaction surveys
155
Future directions for experiencebased design and usercentred improvement and innovation
187
Patient interview schedule
197
Index
202
Copyright

Common terms and phrases

References to this book

About the author (2007)

Respectively Professor in Health Service Management, Royal Free and University College Medical School, University College London; Principal Research Fellow, Royal Free and University College Medical School, University College London

Bibliographic information