(2008), "Bringing User Experience to Healthcare Improvement The Concepts, Methods and Practices of Experience-based Design", International Journal of Health Care Quality Assurance, Vol. 21 No. 3. https://doi.org/10.1108/ijhcqa.2008.06221cae.001
Emerald Group Publishing Limited
Copyright © 2008, Emerald Group Publishing Limited
Bringing User Experience to Healthcare Improvement The Concepts, Methods and Practices of Experience-based Design
Article Type: Recent publications From: International Journal of Health Care Quality Assurance, Volume 21, Issue 3.
Please note that unless expressly stated, these are not reviews of titles given. They are descriptions of the books, based on information provided by the publishers.
Paul Bate and Glenn RobertBlackwell BMJ Books2008ISBN-10 1 84619 176 9 andISBN-13 9781846191763
Keywords: Patient focused care, Customer satisfaction, Quality improvement
Experience-based design (EBD) is a new way to bring 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.
Can you imagine what it would be like if we moved from a health service that does things to and for its patients to one which is patient-led? Where the service has been specifically designed by patients and staff together so that it provides the best experiences you could hope for. This compelling book illustrates a new approach to redesigning health systems so that they truly meet the needs of patients and staff, the very people who are experiencing them. This is a must for all health care staff (Lynne Maher).
Experience based designyou cannot do without it. Read this book and it will change the way you think about providing health services for ever (Lynne Maher).
Concepts: a quiet revolution in design.
So what’s different?
The intellectual roots of experience design.
Methods: becoming a disciple of experience.
Using stories and storytelling to reveal the users’-eye view of the landscape.
Patterns-based design: the concept of “design principles”.
Experience-based design: tools for diagnosis and intervention.
Practices: The “how” of experience-based design: a case study for practitioners.
Evaluating patient experience and experience-based design (and a brief word about patient satisfaction surveys …).
Future directions for experience-based design and user-centred improvement and innovation.