SlideShare a Scribd company logo
do you feel that? it’s the dissonance of a healthcare experience that has become … decidedly average. mediocre. common. everyday. ordinary. standard. not that bad, not that great — goldilocks and the three bears-like.
elements of business, policy, and technology are distancing patients from the healthcare organization’s consciousness …  photo credit: flickr user ViaMoi
… while patients are trying to get closer by empowering themselves and engaging in their health decisions photo credit: flickr user jerryzz
a call to action:  better the healthcare experience and rid healthcare delivery  of its consumed mediocrity photo credit: flickr user gstagostinho
move from organizationally centered to patient focused photo credits: flickr users HishaamSiddqi, peevee@ds
reframe the organization’s decision making through the patient’s perspective to awesomize the healthcare experience photo credit: flickr user SimplyShutterbug
while lobby fountains, free valet parking, and hotel-like hospital rooms are nice … photo credits: flickr users Geek2Nurse, tjdewey, DiscoverDuPage
healthcare is a relationship “The vast majority of the feelings you experience as they pertain to your relational partner (used broadly) are a direct outcome of the communication interactions that occur between the two of you. A relationship is communication.” – Ryan Goei photo credit: flickr user bitzi
photo credit: flickr user KaiChanVong “You cannot not communicate. Every behaviour is a kind of communication. Because behaviour does not have a counterpart (there is no anti-behaviour), it is not possible not to communicate.”  –Paul Watzlawick’s First Axiom of Communication
What is your organization communicating in the relationship  that is healthcare? photo credit: flickr user BertBeckers
Relationships are the foundation of healthcare experience success — but there are elements outside of interpersonal interactions that can be bettered. Bettering … services settings messages photo credits: flickr users GregGavedon.com, Hosue of Sims, Jason-Morrison
“If it’s a new problem, perhaps it demands a new approach. If it’s an old problem, it certainly does.” –Seth Godin photo credit: flickr user iowa_spirit_walker
healthcare has lots of old problems … the fax machine is the  most efficient means of transporting a medical  record across the country photo credit: flickr user New Jersey State Library
healthcare has lots of old problems … thousands of medication errors occur every year in the United States photo credit: flickr user soccerkrys
healthcare has lots of old problems … gaming systems are doing more for wellness awareness than healthcare systems photo credit: flickr user ShadyL
bettering is safer healthcare … photo credit: flickr user MatheusMelo
bettering is smarter healthcare … photo credit: flickr user Saltygal
bettering is more comfortable healthcare … photo credit: flickr user just.Luc
most healthcare experience improvements are focused on increasing satisfaction—the power to transform healthcare, and truly make healthcare awesome, lies with engagement
what is engagement? new service creation on the health platform to help people live healthier photo credit: flickr user wwwes
how does a service engage? “The three essential elements of a product or service that will resonate within a community in a meaningful and compelling way are Relevance, Utility, and Delight.” –Mike Arauz photo credits: flickr users Velo Steve, secret agent X-9, Beneteau Sailor
Relevance: Is the service being offered important or meaningful to me? photo credit: flickr user Velo Steve
Utility: Is the service something I need? photo credit: flickr user secret agent X-9
Delight: Does the service incite some level of joy? photo credit: flickr user Beneteau Sailor
not average, awesome photo credit: flickr user Express Monorail
what is good for patients can be good for organizations, too photo credit: flickr user Jeff Bauche._.·´¯
“The days of great companies, products and services naturally finding their markets are long gone. Old notions of demand are out. Experiences — good, bad or indifferent — count for everything.” – Brian Solis photo credit: flickr user j-ster
“The standard of good has been replaced by good enough, which is a way of justifying the mediocre. When we encounter the good enough standard on a regular basis, we come to accept it as normal.” –Chris Guillibeau photo credit: flickr user Atwater Village Newbie
good enough is no longer good enough … photo credit: flickr user Jerrycharlotte
it’s time we … for more: www.makehealthcareawesome.com by: drew weilage

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Make Healthcare Awesome

  • 1.
  • 2. do you feel that? it’s the dissonance of a healthcare experience that has become … decidedly average. mediocre. common. everyday. ordinary. standard. not that bad, not that great — goldilocks and the three bears-like.
  • 3. elements of business, policy, and technology are distancing patients from the healthcare organization’s consciousness … photo credit: flickr user ViaMoi
  • 4. … while patients are trying to get closer by empowering themselves and engaging in their health decisions photo credit: flickr user jerryzz
  • 5.
  • 6. a call to action: better the healthcare experience and rid healthcare delivery of its consumed mediocrity photo credit: flickr user gstagostinho
  • 7. move from organizationally centered to patient focused photo credits: flickr users HishaamSiddqi, peevee@ds
  • 8. reframe the organization’s decision making through the patient’s perspective to awesomize the healthcare experience photo credit: flickr user SimplyShutterbug
  • 9. while lobby fountains, free valet parking, and hotel-like hospital rooms are nice … photo credits: flickr users Geek2Nurse, tjdewey, DiscoverDuPage
  • 10. healthcare is a relationship “The vast majority of the feelings you experience as they pertain to your relational partner (used broadly) are a direct outcome of the communication interactions that occur between the two of you. A relationship is communication.” – Ryan Goei photo credit: flickr user bitzi
  • 11. photo credit: flickr user KaiChanVong “You cannot not communicate. Every behaviour is a kind of communication. Because behaviour does not have a counterpart (there is no anti-behaviour), it is not possible not to communicate.”  –Paul Watzlawick’s First Axiom of Communication
  • 12. What is your organization communicating in the relationship that is healthcare? photo credit: flickr user BertBeckers
  • 13. Relationships are the foundation of healthcare experience success — but there are elements outside of interpersonal interactions that can be bettered. Bettering … services settings messages photo credits: flickr users GregGavedon.com, Hosue of Sims, Jason-Morrison
  • 14. “If it’s a new problem, perhaps it demands a new approach. If it’s an old problem, it certainly does.” –Seth Godin photo credit: flickr user iowa_spirit_walker
  • 15. healthcare has lots of old problems … the fax machine is the most efficient means of transporting a medical record across the country photo credit: flickr user New Jersey State Library
  • 16. healthcare has lots of old problems … thousands of medication errors occur every year in the United States photo credit: flickr user soccerkrys
  • 17. healthcare has lots of old problems … gaming systems are doing more for wellness awareness than healthcare systems photo credit: flickr user ShadyL
  • 18. bettering is safer healthcare … photo credit: flickr user MatheusMelo
  • 19. bettering is smarter healthcare … photo credit: flickr user Saltygal
  • 20. bettering is more comfortable healthcare … photo credit: flickr user just.Luc
  • 21. most healthcare experience improvements are focused on increasing satisfaction—the power to transform healthcare, and truly make healthcare awesome, lies with engagement
  • 22. what is engagement? new service creation on the health platform to help people live healthier photo credit: flickr user wwwes
  • 23. how does a service engage? “The three essential elements of a product or service that will resonate within a community in a meaningful and compelling way are Relevance, Utility, and Delight.” –Mike Arauz photo credits: flickr users Velo Steve, secret agent X-9, Beneteau Sailor
  • 24. Relevance: Is the service being offered important or meaningful to me? photo credit: flickr user Velo Steve
  • 25. Utility: Is the service something I need? photo credit: flickr user secret agent X-9
  • 26. Delight: Does the service incite some level of joy? photo credit: flickr user Beneteau Sailor
  • 27. not average, awesome photo credit: flickr user Express Monorail
  • 28. what is good for patients can be good for organizations, too photo credit: flickr user Jeff Bauche._.·´¯
  • 29. “The days of great companies, products and services naturally finding their markets are long gone. Old notions of demand are out. Experiences — good, bad or indifferent — count for everything.” – Brian Solis photo credit: flickr user j-ster
  • 30. “The standard of good has been replaced by good enough, which is a way of justifying the mediocre. When we encounter the good enough standard on a regular basis, we come to accept it as normal.” –Chris Guillibeau photo credit: flickr user Atwater Village Newbie
  • 31. good enough is no longer good enough … photo credit: flickr user Jerrycharlotte
  • 32. it’s time we … for more: www.makehealthcareawesome.com by: drew weilage