The Patient Experience movement moment
The experience movement is moving on. In all countries, industries and institutions.
“For years, the patient experience movement has continued to gain momentum. From a novel concept, there is an emerging consensus that the patient experience is a fundamental aspect of provider quality; one that complements established clinical process and outcome measures but is neither subsumed nor secondary to them. An increasing volume of research as encouraged by publications such as Patient Experience Journal show this to be true. As the expectation of a high-quality patient experience becomes the norm, these developments have brought us to what we call the patient experience movement moment and there is little doubt that the patient experience has become, and is poised to remain, a central concern in healthcare for many years to come.”
(William Lehrman PhD, Geoffrey Silvera MHA, and Jason A. Wolf PhD ~ Patient Experience Journal 1.2)
UX for healthcare: What you need to know before you start
Patient, customer, user, employee, student, citizen. All human actors in specific contexts with their (digital) experiences.
“Healthcare is a new hot topic in software development, which means that user experience designers are getting more requests for designing and conducting research for medical applications. Working on something that will help patients manage a chronic disease, administer the correct dose of medication, or communicate more effectively with their healthcare provider can be very rewarding. However, there are many unique issues to be aware of before starting the design and development of a medical application or device.”
(Amy Willis ~ User Experience Magazine 14.3)
Defining patient experience
Journal as a format. Online, public and to share.
“As patient experience continues to emerge as an area of research and practice in healthcare, the need for standard consistent definition becomes even more critical. Without a common foundation or at least a cornerstone on which to build or adapt, the efforts that follow are set on shaky ground. We offer these ideas not in the promotion of one idea over another, but in recognizing that in existing work and in the shared themes we uncovered there is a strong set of related concepts from which to grow. This will be critical to ensure patient experience remains a viable, respected, and highly embraced part of the healthcare conversation, as we believe it should.”
(Jason A. Wolf et al ~ Patient Experience Journal Volume 1 – Issue 1)
Telling stories: Mapping the patient experience at John Muir Health
PX (‘patient experience’) following close to CX (‘customer experience’). Upcoming new kid on the block soon, LX (‘learner experience’).
“For us this not only gave us an opportunity to leverage and diversify methods, like storytelling, to gather insights, but also brought us closer to the heart of the new face of healthcare, the patient.”
(Anel Muller ~ Adaptive Path)
Outside-in approach to design and ROI of patient experiences
The outside-in perspective creates a lot of empathy among designers.
“Many people think that good Customer Experience costs a lot of money but the reality is that when you address the right area the benefits always outweigh the costs.”
(Zhecho Dobrev a.k.a. @Zhecho_BeyondP ~ Beyond philosophy)
Utilizing patients in the experience design process
Contextualized version of the UCD process: Health.
“(…) there is much to be learned from typical patients as well, and observational research might be particularly favored in such cases. Unfortunately, whether you are talking about ePatients or most patients, patients continue to be the most underutilized resource in the badly needed redesign of healthcare and the patient experience.”
(Richard Anderson a.k.a. @riander)
Three trends driving healthcare experiences
Healthcare, the next field of digital disruption and experience design.
“(…) organizations that lag in customer experience can be found more commonly in the airline, Internet service provider and healthcare industries.”
(Henning Fisher ~ Adaptive Path)
Keynote: Health behavior change and beyond: The health benefits of success experiences
Great and important topic, the patient experience.
“While sustained behavior and lifestyle changes can lead to improved health outcomes, there may be another pathway to health. Namely, the increased sense of confidence and control that comes from being successful at changing ANY behavior, even if the change is not sustained, can also improve health outcomes. Learn how to avoid the tyranny of prescribed failure experiences. Learn how to prescribe success by aligning with passions, discovering patient-generated solutions, and celebrating success.”
(David Sobel ~ Healthcare Experience Design 2013, the presentation videos)
4 key ingredients for creating an exceptional patient experience
It’s the human touch in a ‘moment-of-truth’ that makes the difference.
“While walking back to the infusion center from the hospital cafeteria, my mom briefly stopped and held the wall-railing to catch her breath. Enter a maintenance man 10 feet away who asked “Would you like a wheelchair?” My mom thanked him but graciously declined and we were on our way once again heading to the elevators. We were both moved by his kind and proactive attention. This man exceeded our expectations and two weeks later we’re still talking about him. With four key ingredients, he transformed an ordinary moment into an extraordinary one for us and delivered an exceptional patient experience.”
(Doug Della Pietra a.k.a. @DougDellaPietra ~ Hospital Impact)