fixing healthcare in new zealand
There is a group of people that believe the New Zealand health care system could be designed better than it currently is. That group consists of those who have actually used the New Zealand health care system.
In fact, it seems redundant and tiresome to even talk about the subject, let alone take pot-shots at it. We all feel it could be done better. But how?
In terms of design, there is a particular approach that is geared perfectly for health care: experience based design. This discipline focuses design efforts on the sorts of experiences customers have as they interact with a service. Do they feel valued? Do they feel listened to? Is their dignity preserved?
The British National Health Service's (NHS) Institute for Innovation and Improvement has embraced this approach and defined five 'core principles' of experience based design in a health care context:
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A partnership between patients, staff and carers – Experience Design efforts are seen as a joint activity between these three parties
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An emphasis on experience rather than attitude or opinion – observation is critical; what do people actually experience in the setting being considered?
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Narrative and storytelling approach to identify 'touch points' – how do people actually interact with service providers?
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An emphasis on the co-design of services – those who receive services are active participants in the design of those services
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Systematic evaluation of improvements and benefits – when changes are made do they actually deliver desired results?
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