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A Call to Action Regarding the Patient Experience

Richard I AndersonOctober 16, 2012

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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."

"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."

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"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."

"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."

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“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."

“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."

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“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."

“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."

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

HCD = Human-Centered Design

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A Doctor’s Touch, Abraham Verghese M.D., July 2011

“The average American physician interrupts their patient in 14 seconds.”“The average American physician interrupts their patient in 14 seconds.”

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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.’”

“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.’”

“We let our arrogance reinvent us… we thought we were gods again.”

“We let our arrogance reinvent us… we thought we were gods again.”

TEDxSinCity, Dave Logan., May 2011

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“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.”

“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?, Brian Goldman M.D., September 2011

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Rethinking Healthcare, Jay Parkinson M.D., TEDxMidAtlantic, November 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.”

“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.”

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Rethinking Healthcare, Jay Parkinson M.D., TEDxMidAtlantic, November 2011

“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.”

“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.”

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e-Patient Dave

Regina Holliday

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“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.”

“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.”

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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.’”

“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.’”

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“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.”

“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.”

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Medicine 2.0’11, Medicine X, & Partnership with Patients SummitE-Patient Scholar