Digital infiltrating in every aspect of live, and changing it.
“Industry after industry has reinvented itself in response to upstart challengers and shifting consumer expectations that are the hallmarks of this new era. The same is true in healthcare, where we have weathered the introduction of the electronic medical records, patient portals and now interoperability. But to date our industry’s digital transformation has been guided largely by government regulation – leaving the design of the future of healthcare to be driven by policy makers and executed largely by IT departments. Meanwhile, most other industries have turned to a different guru for inspiration and guidance: the consumer. Northwell Health has undertaken a cultural transformation grounded in patient and family centered care. In this narrative, we explore our digital patient experience (dPx) journey and lessons learned. Every person, every role, every moment matters.”
Emily Kagan Trenchard, Laura Semlies, and Sven Gierlinger ~ PXJ Issue 2 ★
A growing experience design field, just like the design practices of Citizen Experience, Author Experience and Employee Experience.
“As an opening reflection to Volume 4 of Patient Experience Journal (PXJ), this editorial reviews the progress of the journal and the implications seen both in the evolving healthcare marketplace globally as well as reviews the data on the developing field of patient experience. It reinforces the need for an integrated view of experience as supported by data in the most recent State of Patient Experience research – one encompassing quality, safety, service, cost and population health implications and one driven on an engine of both patient and family engagement and employee/staff engagement. The article offers that healthcare is as dynamic as it has ever been and is now being pushed at speeds it has not been built to handle, suggesting the need for agility and vision, redesign and expanded thinking. The recognition of these intertwined realities reveals what the author suggests is a return to purpose in healthcare. This is framed by the reinforcement that engagement, communication, quality and safe outcomes are unquestionably central issues for healthcare and they are all now coming together as central to the overall experience dialogue. From these insights, the article offers an invitation for contributions to PXJ that will both underline and expand the exploration found on its pages, from types of submissions to topics including national and global perspectives, technology and culture. The author calls on readers to share their voice, stories, thoughts, research and experiences grounded in the essence of generosity that inspires each of us to sustain a commitment to positive experience efforts each day. The article leaves us in suggesting the powerful simplicity of a return to purpose may be one of the strongest foundations we could hope for in building the future of healthcare.”
Jason A. Wolf a.k.a. /jasonwolf | @jasonawolf ~ Patient Experience Journal 4.1
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)
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)
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)
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)
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)
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)
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)
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)
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)