SlideShare a Scribd company logo
A Call to Action Regarding the Patient Experience

                         Richard I Anderson
                           October 16, 2012




iander
iander
"Of all the industries we interact with regularly as consumers,
 the medical industry definitely defines the low point in quality
 and consistency of customer experience. Most of us emerge
 from interactions with the medical establishment feeling more
 like victims than paying customers."




iander
"Health care is broken. ... We have set up a delivery
         system that is fragmented, unsafe, not patient-
         centered, full of waste, and unreliable. Despite the
         best efforts of the workforce, we built it wrong. It
         isn't built for modern times."




iander
“Combining the principles of disruptive innovation
         with design thinking is exactly what health care in
         America needs. We need to disrupt the current
         business model of health-care delivery. And we
         need these disruptions to be designed experiences
         that are consumer-focused."




iander
“UX design has done a great job in the last decade
         of redefining … how we define requirements for
         products with digital UIs. But this has come at a cost
         of upward mobility in our organizations. We’re
         functional players that make tactical work more
         efficient. We’re not strategic players that help our
         organizations transform themselves."


iander
HCD = Human-Centered Design




         from Incremental and Radical Innovation: Design Research versus
         Technology and Meaning Change, Norman & Verganti, 2012


iander
“The average American physician
         interrupts their patient in 14 seconds.”
                     A Doctor’s Touch, Abraham Verghese M.D., July 2011




iander
iander
“The problem with healthcare is that
   doctors are a stage 3 (of 5) tribe, a
   group of people who think ‘I am great,
   and you are not.’”




                                            TEDxSinCity, Dave Logan., May 2011




                       “We let our arrogance reinvent
                       us… we thought we were
                       gods again.”
iander
“If I were to walk into a room filled with my
         colleagues and ask for their support right now
         and start to tell [stories of all the mistakes I've
         made], I probably wouldn't get through two of
         those stories before they would start to get
         really uncomfortable, somebody would crack a
         joke, they'd change the subject, and we would
         move on. ... That is the system that we have -- it
         is a complete denial of mistakes. ... [However,]
         errors [in medicine] are absolutely ubiquitous.”
                                 Doctors Make Mistakes; Can We Talk About That?,
iander                           Brian Goldman M.D., September 2011
“Medical education and residency is pretty
         militaristic. You fall in line or you're out. Trust
         me, I've been there. If you are an 'outside the
         box' thinker, this doesn't last long in medical
         school or residency. The egos of your
         superiors are too threatened. This is an
         important fact. Doctors have such a
         preoccupation with being right, they can't
         tolerate being wrong.”
                                     Rethinking Healthcare, Jay Parkinson M.D.,
                                     TEDxMidAtlantic, November 2011
iander
“The medical culture is not only uncreative, it
         is anti-creative. ... Why should doctors be
         creative? ... Doctors only have pills and
         scalpels. ... Our reality is very different from
         an innovative, creative culture. ... We fall into
         line. ... Whenever we treat patients we treat
         them with algorithms. We regurgitate; we
         don't think creatively. We also have this thing
         called a god-complex... And we're just so
         frickin tired... And we're terrified of the law.”
                                    Rethinking Healthcare, Jay Parkinson M.D.,
iander                              TEDxMidAtlantic, November 2011
e-Patient Dave
         Regina Holliday
iander
iander
“empathy can’t be achieved with a one-time,
         remedial skills development course. It’s a shift
         in philosophy and behavior that requires daily
         reinforcement to make a difference. Trying to
         provide an empathy boost with a one-time
         investment without follow-through is a waste
         of money and can become a source of
         resentment from a staff.”



iander
iander
“We call individuals ‘patients.’ We
         call physicians healthcare
         ‘professionals.’ Professionals ‘care
         for’ patients… Their proposals are
         not just suggestions; they are
         prescriptions or literally ‘physician
         orders.’ Patients who don’t take their
         medicine are not ‘in compliance.’”




iander
“Learn about the problematic cultural
         characteristics that dominate healthcare and
         that need to change. Alter how you do design
         research. Don’t limit yourself to incremental
         innovation or work that’s narrowly focused on
         UIs. Question the advisability of doing projects
         that, in essence, only amount to putting lipstick
         on the very large healthcare pig. Escape your
         comfort zone in order to have the kind of
         impact on the world that you desire.”

iander
Medicine 2.0’11, Medicine X, &
         Partnership with Patients Summit
         E-Patient Scholar




iander

More Related Content

Viewers also liked

Interactions and Relationships - Managing Experience 2008
Interactions and Relationships - Managing Experience 2008Interactions and Relationships - Managing Experience 2008
Interactions and Relationships - Managing Experience 2008
Richard Anderson
 
Liaa Dig Mark20.09
Liaa Dig Mark20.09Liaa Dig Mark20.09
Liaa Dig Mark20.09
Rolands Lakis
 
Success in the Social Media
Success in the Social MediaSuccess in the Social Media
Success in the Social Media
Rolands Lakis
 
Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...
Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...
Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...
Richard Anderson
 
Moving UX into a Position of Corporate Influence: Whose Advice Really Works?
Moving UX into a Position of Corporate Influence: Whose Advice Really Works?Moving UX into a Position of Corporate Influence: Whose Advice Really Works?
Moving UX into a Position of Corporate Influence: Whose Advice Really Works?
Richard Anderson
 
Internet en Chine 2013
Internet en Chine 2013Internet en Chine 2013
Internet en Chine 2013
IZIASIA
 

Viewers also liked (6)

Interactions and Relationships - Managing Experience 2008
Interactions and Relationships - Managing Experience 2008Interactions and Relationships - Managing Experience 2008
Interactions and Relationships - Managing Experience 2008
 
Liaa Dig Mark20.09
Liaa Dig Mark20.09Liaa Dig Mark20.09
Liaa Dig Mark20.09
 
Success in the Social Media
Success in the Social MediaSuccess in the Social Media
Success in the Social Media
 
Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...
Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...
Preventing Nightmare Patient Experiences Like Mine or Avoiding "Putting Lipst...
 
Moving UX into a Position of Corporate Influence: Whose Advice Really Works?
Moving UX into a Position of Corporate Influence: Whose Advice Really Works?Moving UX into a Position of Corporate Influence: Whose Advice Really Works?
Moving UX into a Position of Corporate Influence: Whose Advice Really Works?
 
Internet en Chine 2013
Internet en Chine 2013Internet en Chine 2013
Internet en Chine 2013
 

Similar to A Call To Action Regarding The Patient Experience -- EPIC 2012

Three Months in a Healthcare Accelerator
Three Months in a Healthcare AcceleratorThree Months in a Healthcare Accelerator
Three Months in a Healthcare Accelerator
Tom Black
 
Health Services at the crossroad
Health Services at the crossroadHealth Services at the crossroad
Health Services at the crossroad
Jose Francisco García Gutiérrez
 
Ethical issues during interaction with the industry!
Ethical issues during interaction  with the industry!Ethical issues during interaction  with the industry!
Ethical issues during interaction with the industry!
Prof. Mridul Panditrao
 
Health care innovation and the experience of aging
Health care innovation and the experience of agingHealth care innovation and the experience of aging
Health care innovation and the experience of aging
Business Innovation Factory
 
Health care innovation and the experience of aging
Health care innovation and the experience of agingHealth care innovation and the experience of aging
Health care innovation and the experience of aging
Business Innovation Factory
 
Reaching out to real people: Tools to humanize stories
Reaching out to real people: Tools to humanize storiesReaching out to real people: Tools to humanize stories
Reaching out to real people: Tools to humanize stories
Inspire
 
The role of doctors in society
The role of doctors in societyThe role of doctors in society
The role of doctors in society
Shivankan Kakkar
 
Teaching the Rx Narrative; Story as Medicine
Teaching the Rx Narrative; Story as MedicineTeaching the Rx Narrative; Story as Medicine
Teaching the Rx Narrative; Story as Medicine
Marie Ennis-O'Connor
 
Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...
Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...
Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...
Health Informatics New Zealand
 
DANGEROUS MEDICINE - WHO IS NEXT?
DANGEROUS MEDICINE - WHO IS NEXT?DANGEROUS MEDICINE - WHO IS NEXT?
DANGEROUS MEDICINE - WHO IS NEXT?
Society for Microbiology and Infection care
 
Introduction To Moral Leadership
Introduction To Moral LeadershipIntroduction To Moral Leadership
Introduction To Moral Leadership
SuzanneShale
 
The 10 most influential multispecialty hospital small
The 10 most influential multispecialty hospital smallThe 10 most influential multispecialty hospital small
The 10 most influential multispecialty hospital small
insightscare
 
Confronting commercialization of healthcare
Confronting commercialization of healthcareConfronting commercialization of healthcare
Confronting commercialization of healthcare
Hussain Varawalla
 
Superpatients webinar for Natl Network of Libraries of Medicine
Superpatients webinar for Natl Network of Libraries of MedicineSuperpatients webinar for Natl Network of Libraries of Medicine
Superpatients webinar for Natl Network of Libraries of Medicine
e-Patient Dave deBronkart
 
Osu informatics citih keynote 4 18-11
Osu informatics citih keynote 4 18-11Osu informatics citih keynote 4 18-11
Osu informatics citih keynote 4 18-11
The Ohio State University Wexner Medical Center
 
Most Influential Healthcare Keynote Speaker.pdf
Most Influential Healthcare Keynote Speaker.pdfMost Influential Healthcare Keynote Speaker.pdf
Most Influential Healthcare Keynote Speaker.pdf
insightscare
 
Science Of Medicine & Art Of Management
Science Of Medicine & Art Of ManagementScience Of Medicine & Art Of Management
Science Of Medicine & Art Of Management
Shalini Ratan
 
European Book Launch - RSD Symposium, Oslo
European Book Launch - RSD Symposium, OsloEuropean Book Launch - RSD Symposium, Oslo
European Book Launch - RSD Symposium, Oslo
designforcare
 
Page 7 interview with dr ron risley
Page 7 interview with dr ron risleyPage 7 interview with dr ron risley
Page 7 interview with dr ron risley
Empowerment Magazine
 
Page 7 interview with dr ron risley
Page 7 interview with dr ron risleyPage 7 interview with dr ron risley
Page 7 interview with dr ron risley
sacpros
 

Similar to A Call To Action Regarding The Patient Experience -- EPIC 2012 (20)

Three Months in a Healthcare Accelerator
Three Months in a Healthcare AcceleratorThree Months in a Healthcare Accelerator
Three Months in a Healthcare Accelerator
 
Health Services at the crossroad
Health Services at the crossroadHealth Services at the crossroad
Health Services at the crossroad
 
Ethical issues during interaction with the industry!
Ethical issues during interaction  with the industry!Ethical issues during interaction  with the industry!
Ethical issues during interaction with the industry!
 
Health care innovation and the experience of aging
Health care innovation and the experience of agingHealth care innovation and the experience of aging
Health care innovation and the experience of aging
 
Health care innovation and the experience of aging
Health care innovation and the experience of agingHealth care innovation and the experience of aging
Health care innovation and the experience of aging
 
Reaching out to real people: Tools to humanize stories
Reaching out to real people: Tools to humanize storiesReaching out to real people: Tools to humanize stories
Reaching out to real people: Tools to humanize stories
 
The role of doctors in society
The role of doctors in societyThe role of doctors in society
The role of doctors in society
 
Teaching the Rx Narrative; Story as Medicine
Teaching the Rx Narrative; Story as MedicineTeaching the Rx Narrative; Story as Medicine
Teaching the Rx Narrative; Story as Medicine
 
Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...
Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...
Facebook vs MySpaceHealthInformation: Why Patient Engagement Hasn’t Left The ...
 
DANGEROUS MEDICINE - WHO IS NEXT?
DANGEROUS MEDICINE - WHO IS NEXT?DANGEROUS MEDICINE - WHO IS NEXT?
DANGEROUS MEDICINE - WHO IS NEXT?
 
Introduction To Moral Leadership
Introduction To Moral LeadershipIntroduction To Moral Leadership
Introduction To Moral Leadership
 
The 10 most influential multispecialty hospital small
The 10 most influential multispecialty hospital smallThe 10 most influential multispecialty hospital small
The 10 most influential multispecialty hospital small
 
Confronting commercialization of healthcare
Confronting commercialization of healthcareConfronting commercialization of healthcare
Confronting commercialization of healthcare
 
Superpatients webinar for Natl Network of Libraries of Medicine
Superpatients webinar for Natl Network of Libraries of MedicineSuperpatients webinar for Natl Network of Libraries of Medicine
Superpatients webinar for Natl Network of Libraries of Medicine
 
Osu informatics citih keynote 4 18-11
Osu informatics citih keynote 4 18-11Osu informatics citih keynote 4 18-11
Osu informatics citih keynote 4 18-11
 
Most Influential Healthcare Keynote Speaker.pdf
Most Influential Healthcare Keynote Speaker.pdfMost Influential Healthcare Keynote Speaker.pdf
Most Influential Healthcare Keynote Speaker.pdf
 
Science Of Medicine & Art Of Management
Science Of Medicine & Art Of ManagementScience Of Medicine & Art Of Management
Science Of Medicine & Art Of Management
 
European Book Launch - RSD Symposium, Oslo
European Book Launch - RSD Symposium, OsloEuropean Book Launch - RSD Symposium, Oslo
European Book Launch - RSD Symposium, Oslo
 
Page 7 interview with dr ron risley
Page 7 interview with dr ron risleyPage 7 interview with dr ron risley
Page 7 interview with dr ron risley
 
Page 7 interview with dr ron risley
Page 7 interview with dr ron risleyPage 7 interview with dr ron risley
Page 7 interview with dr ron risley
 

More from Richard Anderson

In With the Old, In With the New
In With the Old, In With the NewIn With the Old, In With the New
In With the Old, In With the New
Richard Anderson
 
Question everything - Designing more effectively for social impact
Question everything - Designing more effectively for social impactQuestion everything - Designing more effectively for social impact
Question everything - Designing more effectively for social impact
Richard Anderson
 
Is it ethical for designers to function as activists when practicing their pr...
Is it ethical for designers to function as activists when practicing their pr...Is it ethical for designers to function as activists when practicing their pr...
Is it ethical for designers to function as activists when practicing their pr...
Richard Anderson
 
Are designers activists, or is design inherently an unethical profession?
Are designers activists, or is design inherently an unethical profession?Are designers activists, or is design inherently an unethical profession?
Are designers activists, or is design inherently an unethical profession?
Richard Anderson
 
Changing the Role User Experience Plays in Your Business — DUX 2007
Changing the Role User Experience Plays in Your Business — DUX 2007Changing the Role User Experience Plays in Your Business — DUX 2007
Changing the Role User Experience Plays in Your Business — DUX 2007
Richard Anderson
 
IDSE 402 Theory of Interaction Design and Social Entrepreneurship
IDSE 402 Theory of Interaction Design and Social EntrepreneurshipIDSE 402 Theory of Interaction Design and Social Entrepreneurship
IDSE 402 Theory of Interaction Design and Social Entrepreneurship
Richard Anderson
 
Opportunities of Entrepreneurship -- part 1
Opportunities of Entrepreneurship -- part 1Opportunities of Entrepreneurship -- part 1
Opportunities of Entrepreneurship -- part 1
Richard Anderson
 
CHI 2008 interactions magazine session
CHI 2008 interactions magazine sessionCHI 2008 interactions magazine session
CHI 2008 interactions magazine session
Richard Anderson
 

More from Richard Anderson (8)

In With the Old, In With the New
In With the Old, In With the NewIn With the Old, In With the New
In With the Old, In With the New
 
Question everything - Designing more effectively for social impact
Question everything - Designing more effectively for social impactQuestion everything - Designing more effectively for social impact
Question everything - Designing more effectively for social impact
 
Is it ethical for designers to function as activists when practicing their pr...
Is it ethical for designers to function as activists when practicing their pr...Is it ethical for designers to function as activists when practicing their pr...
Is it ethical for designers to function as activists when practicing their pr...
 
Are designers activists, or is design inherently an unethical profession?
Are designers activists, or is design inherently an unethical profession?Are designers activists, or is design inherently an unethical profession?
Are designers activists, or is design inherently an unethical profession?
 
Changing the Role User Experience Plays in Your Business — DUX 2007
Changing the Role User Experience Plays in Your Business — DUX 2007Changing the Role User Experience Plays in Your Business — DUX 2007
Changing the Role User Experience Plays in Your Business — DUX 2007
 
IDSE 402 Theory of Interaction Design and Social Entrepreneurship
IDSE 402 Theory of Interaction Design and Social EntrepreneurshipIDSE 402 Theory of Interaction Design and Social Entrepreneurship
IDSE 402 Theory of Interaction Design and Social Entrepreneurship
 
Opportunities of Entrepreneurship -- part 1
Opportunities of Entrepreneurship -- part 1Opportunities of Entrepreneurship -- part 1
Opportunities of Entrepreneurship -- part 1
 
CHI 2008 interactions magazine session
CHI 2008 interactions magazine sessionCHI 2008 interactions magazine session
CHI 2008 interactions magazine session
 

Recently uploaded

一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理
一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理
一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理
21uul8se
 
一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理
一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理
一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理
f22b6g9c
 
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHINHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NishantRathi18
 
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
k4krdgxx
 
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
67n7f53
 
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
stgq9v39
 
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
k7nm6tk
 
一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理
一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理
一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理
t34zod9l
 
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
p74xokfq
 
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
kohd1ci2
 
一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理
一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理
一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理
tobbk6s8
 
一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样
一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样
一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样
881evgn0
 
一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理
一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理
一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理
340qn0m1
 
一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理
一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理
一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理
kmzsy4kn
 
Practical eLearning Makeovers for Everyone
Practical eLearning Makeovers for EveryonePractical eLearning Makeovers for Everyone
Practical eLearning Makeovers for Everyone
Bianca Woods
 
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
yqyquge
 
Heuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdfHeuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdf
Jaime Brown
 
一比一原版马里兰大学毕业证(UMD毕业证书)如何办理
一比一原版马里兰大学毕业证(UMD毕业证书)如何办理一比一原版马里兰大学毕业证(UMD毕业证书)如何办理
一比一原版马里兰大学毕业证(UMD毕业证书)如何办理
9lq7ultg
 
Best Digital Marketing Strategy Build Your Online Presence 2024.pptx
Best Digital Marketing Strategy Build  Your Online Presence 2024.pptxBest Digital Marketing Strategy Build  Your Online Presence 2024.pptx
Best Digital Marketing Strategy Build Your Online Presence 2024.pptx
pavankumarpayexelsol
 
一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理
一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理
一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理
etls06p8
 

Recently uploaded (20)

一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理
一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理
一比一原版亚利桑那大学毕业证(UA毕业证书)如何办理
 
一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理
一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理
一比一原版(UoN毕业证书)纽卡斯尔大学毕业证如何办理
 
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHINHR Engineers Portfolio 2023 2024 NISHANT RATHI
NHR Engineers Portfolio 2023 2024 NISHANT RATHI
 
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
一比一原版(Deakin毕业证书)澳洲迪肯大学毕业证文凭如何办理
 
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
一比一原版(OU毕业证)美国俄克拉荷马大学毕业证如何办理
 
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
一比一原版(CSUEB毕业证)美国加州州立大学东湾分校毕业证如何办理
 
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
一比一原版(LSBU毕业证书)伦敦南岸大学毕业证如何办理
 
一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理
一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理
一比一原版(UWS毕业证)澳洲西悉尼大学毕业证如何办理
 
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
一比一原版(USQ毕业证书)南昆士兰大学毕业证如何办理
 
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
一比一原版(ECU毕业证)澳洲埃迪斯科文大学毕业证如何办理
 
一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理
一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理
一比一原版(Coventry毕业证)英国考文垂大学毕业证如何办理
 
一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样
一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样
一比一原版美国哥伦比亚大学毕业证Columbia成绩单一模一样
 
一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理
一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理
一比一原版(LSE毕业证书)伦敦政治经济学院毕业证如何办理
 
一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理
一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理
一比一原版(KPU毕业证)加拿大昆特兰理工大学毕业证如何办理
 
Practical eLearning Makeovers for Everyone
Practical eLearning Makeovers for EveryonePractical eLearning Makeovers for Everyone
Practical eLearning Makeovers for Everyone
 
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
一比一原版(ututaustin毕业证书)美国德克萨斯大学奥斯汀分校毕业证如何办理
 
Heuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdfHeuristics Evaluation - How to Guide.pdf
Heuristics Evaluation - How to Guide.pdf
 
一比一原版马里兰大学毕业证(UMD毕业证书)如何办理
一比一原版马里兰大学毕业证(UMD毕业证书)如何办理一比一原版马里兰大学毕业证(UMD毕业证书)如何办理
一比一原版马里兰大学毕业证(UMD毕业证书)如何办理
 
Best Digital Marketing Strategy Build Your Online Presence 2024.pptx
Best Digital Marketing Strategy Build  Your Online Presence 2024.pptxBest Digital Marketing Strategy Build  Your Online Presence 2024.pptx
Best Digital Marketing Strategy Build Your Online Presence 2024.pptx
 
一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理
一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理
一比一原版(UWE毕业证书)西英格兰大学毕业证如何办理
 

A Call To Action Regarding The Patient Experience -- EPIC 2012

  • 1. A Call to Action Regarding the Patient Experience Richard I Anderson October 16, 2012 iander
  • 3. "Of all the industries we interact with regularly as consumers, the medical industry definitely defines the low point in quality and consistency of customer experience. Most of us emerge from interactions with the medical establishment feeling more like victims than paying customers." iander
  • 4. "Health care is broken. ... We have set up a delivery system that is fragmented, unsafe, not patient- centered, full of waste, and unreliable. Despite the best efforts of the workforce, we built it wrong. It isn't built for modern times." iander
  • 5. “Combining the principles of disruptive innovation with design thinking is exactly what health care in America needs. We need to disrupt the current business model of health-care delivery. And we need these disruptions to be designed experiences that are consumer-focused." iander
  • 6. “UX design has done a great job in the last decade of redefining … how we define requirements for products with digital UIs. But this has come at a cost of upward mobility in our organizations. We’re functional players that make tactical work more efficient. We’re not strategic players that help our organizations transform themselves." iander
  • 7. HCD = Human-Centered Design from Incremental and Radical Innovation: Design Research versus Technology and Meaning Change, Norman & Verganti, 2012 iander
  • 8. “The average American physician interrupts their patient in 14 seconds.” A Doctor’s Touch, Abraham Verghese M.D., July 2011 iander
  • 10. “The problem with healthcare is that doctors are a stage 3 (of 5) tribe, a group of people who think ‘I am great, and you are not.’” TEDxSinCity, Dave Logan., May 2011 “We let our arrogance reinvent us… we thought we were gods again.” iander
  • 11. “If I were to walk into a room filled with my colleagues and ask for their support right now and start to tell [stories of all the mistakes I've made], I probably wouldn't get through two of those stories before they would start to get really uncomfortable, somebody would crack a joke, they'd change the subject, and we would move on. ... That is the system that we have -- it is a complete denial of mistakes. ... [However,] errors [in medicine] are absolutely ubiquitous.” Doctors Make Mistakes; Can We Talk About That?, iander Brian Goldman M.D., September 2011
  • 12. “Medical education and residency is pretty militaristic. You fall in line or you're out. Trust me, I've been there. If you are an 'outside the box' thinker, this doesn't last long in medical school or residency. The egos of your superiors are too threatened. This is an important fact. Doctors have such a preoccupation with being right, they can't tolerate being wrong.” Rethinking Healthcare, Jay Parkinson M.D., TEDxMidAtlantic, November 2011 iander
  • 13. “The medical culture is not only uncreative, it is anti-creative. ... Why should doctors be creative? ... Doctors only have pills and scalpels. ... Our reality is very different from an innovative, creative culture. ... We fall into line. ... Whenever we treat patients we treat them with algorithms. We regurgitate; we don't think creatively. We also have this thing called a god-complex... And we're just so frickin tired... And we're terrified of the law.” Rethinking Healthcare, Jay Parkinson M.D., iander TEDxMidAtlantic, November 2011
  • 14. e-Patient Dave Regina Holliday iander
  • 16. “empathy can’t be achieved with a one-time, remedial skills development course. It’s a shift in philosophy and behavior that requires daily reinforcement to make a difference. Trying to provide an empathy boost with a one-time investment without follow-through is a waste of money and can become a source of resentment from a staff.” iander
  • 18. “We call individuals ‘patients.’ We call physicians healthcare ‘professionals.’ Professionals ‘care for’ patients… Their proposals are not just suggestions; they are prescriptions or literally ‘physician orders.’ Patients who don’t take their medicine are not ‘in compliance.’” iander
  • 19. “Learn about the problematic cultural characteristics that dominate healthcare and that need to change. Alter how you do design research. Don’t limit yourself to incremental innovation or work that’s narrowly focused on UIs. Question the advisability of doing projects that, in essence, only amount to putting lipstick on the very large healthcare pig. Escape your comfort zone in order to have the kind of impact on the world that you desire.” iander
  • 20. Medicine 2.0’11, Medicine X, & Partnership with Patients Summit E-Patient Scholar iander