How is Human Experience Shaping Design?
Human experience is not a project, nor is it a single initiative. Patient experience is an outcome of the organisational strategy and alignment of people, processes and place towards a common goal of providing an exceptional experience for all patients, families, carers and caregivers.
It is the first time NSW Health, in partnership with consumers, have released a Guide to action dedicated to patient, family, carer and caregiver experiences. This guide identifies seven key enablers of an exceptional human experience in a healthcare setting. The enablers collectively support positive experiences across the health system, distributed across people, process and place. It is acknowledged that an organisation’s people are the key success factor in providing exceptional patient experiences. We also know that the processes we use and the environment they take place in are critical components for how patients perceive their healthcare experience. For change to occur, the processes for delivering exceptional patient experiences need to be thought through and co-designed with our patients’ families, carers and staff. There are many avenues of engagement across the continuum of design.
Please join Lea Kirkwood and Anne Marie Hadley as they discuss a number of enablers and engage with the group to share experiential knowledge.
Lea Kirkwood Director, System Transformation, Evaluation and Patient Experience at NSW Agency for Clinical Innovation.
Anne Marie Hadley Inaugural Chief eXperience Officer at NSW Health Greater Sydney Area
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