The document discusses how technology is revolutionizing the patient experience in healthcare. It notes that consumers now expect to use digital technologies for healthcare as they do in other areas of their lives. Technologies like big data, cloud computing, and artificial intelligence are improving how patients interact with and receive care from healthcare providers and making the experience more intuitive, accessible, and centered around individual needs and preferences. The biggest change patients will see is an improvement in how they interact with and are cared for by providers through a service that listens to their needs and designs experiences to meet those needs in a patient-centered way.

1. Option Five
PATIENT
PATIENT EXPERIENCE
EXPERIENCE
Everyone's
Everyone's Story ..
Story ..
Design
Emotional support and
alleviation of fear and
anxiety
ideate
self-care and
health promotion
DEFINE
Coordination and
integration
EMPATHY
Respect of patient-
centred values
iterative
development
Welcoming the involvement
of family and friends
AGILE Transformational leadership
AGILE Transformational leadership NEP

2. If you have been working hard to promote patient engagement and
If you have been working hard to promote patient engagement and
experience
experience, you will be only too aware that never before has this area of
, you will be only too aware that never before has this area of
work had such a high profile.
work had such a high profile.
NEP

3. Only a few years ago, you might have focused your efforts on trying to
Only a few years ago, you might have focused your efforts on trying to
convince people in ‘your local area’ of the health and social care system to
convince people in ‘your local area’ of the health and social care system to
focus on
focus on patient
patient experience
experience as much as on clinical effectiveness or safety.
as much as on clinical effectiveness or safety.
NEP

4. Now, the need to improve
Now, the need to improve experience
experience is widely
is widely
acknowledged in policy, rhetoric and in the new
acknowledged in policy, rhetoric and in the new
systems and structures.
systems and structures.
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5. Most people intuitively understand that advances in technology have
Most people intuitively understand that advances in technology have
led to advances in medical science.
led to advances in medical science.
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6. We know how technology advances were foundational in sequencing the
We know how technology advances were foundational in sequencing the
human genome, say, or cloning Dolly the Sheep.
human genome, say, or cloning Dolly the Sheep.
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7. And many of us look forward to better medicine in the future with brain
And many of us look forward to better medicine in the future with brain
mapping, robot-assisted surgery or the use of big data analytics to improve
mapping, robot-assisted surgery or the use of big data analytics to improve
diagnosis for diseases like cancer – real-world and sci-fi examples are
diagnosis for diseases like cancer – real-world and sci-fi examples are
everywhere.
everywhere.
NEP

8. But what about technology being deployed to improve the
But what about technology being deployed to improve the
regular, day-to-day interactions between
regular, day-to-day interactions between patients
patients, providers
, providers
and payers ?
and payers ?
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9. Big data, cloud and AI / ML technologies are quietly revolutionizing the
Big data, cloud and AI / ML technologies are quietly revolutionizing the
patient
patient experience
experience, including how healthcare is accessed and delivered.
, including how healthcare is accessed and delivered.
NEP

10. Some of the changes taking place have been driven by consumer
Some of the changes taking place have been driven by consumer
expectations.
expectations.
Consumers increasingly expect to use digital technologies for healthcare
Consumers increasingly expect to use digital technologies for healthcare
just as they would in other areas of life.
just as they would in other areas of life.
NEP

11. Not only that, but they are also more accepting of AI / ML solutions such as
Not only that, but they are also more accepting of AI / ML solutions such as
virtual health assistants, especially if the resulting care is delivered faster,
virtual health assistants, especially if the resulting care is delivered faster,
better and cheaper.
better and cheaper.
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12. Technology is modernizing how healthcare is accessed and delivered.
Technology is modernizing how healthcare is accessed and delivered.
Everyone will benefit: healthcare providers, payers and
Everyone will benefit: healthcare providers, payers and patients
patients.
.
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13. But perhaps the biggest change that patients will perceive is the
But perhaps the biggest change that patients will perceive is the
improvement to the way they interact with the healthcare providers and
improvement to the way they interact with the healthcare providers and
caregivers.
caregivers.
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14. Patients
Patients can look forward to an experience that is more
can look forward to an experience that is more
intuitive, accessible and available, an
intuitive, accessible and available, an experience
experience centered
centered
around their needs and preferences.
around their needs and preferences.
NEP

15. service that starts with the patient – a service that listens
service that starts with the patient – a service that listens
to
to patient
patient and family needs, and then utilizes the
and family needs, and then utilizes the
skills and expertise of both the clinician
skills and expertise of both the clinician
and patient to design the
and patient to design the experience
experience to meet these needs.
to meet these needs.
That’s what using
That’s what using patient
patient experience
experience information is all
information is all
about.
about.
Imagine that ..
Imagine that .. Patient
Patient-Centered Approach
-Centered Approach
NEP

16. Dr.Nour Hossam
Patient Experience Designer /
NEP