Experience-based design: from redesigning the system around the patient to co-designing services with the patient
Experience-based design: from redesigning the system around the patient to co-designing services with the patient
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DOI：
10.1136/qshc.2005.016527
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发表时间：
2006-10-01
影响因子：
--
通讯作者：
Robert, Glenn
中科院分区：
文献类型：
--
作者：
Bate, Paul;Robert, Glenn
在过去五年多的时间里，让患者参与服务改进，倾听和回应他们的意见，在医疗保健流程的重新设计中发挥了关键作用。患者和用户参加了利益相关者活动，参与了发现访谈，完成了调查，绘制了医疗保健流程，甚至设计了新的医院与医疗保健人员。然而，迄今为止的努力并不一定集中在病人的经验，除了问什么是好的，什么不是。没有提出问题来找出体验是什么或应该是什么样的细节（“体验”不同于“态度”），然后系统地将这些信息用于与患者共同设计服务。只有病人才拥有的经验知识是独特而宝贵的。在本文中，注意力被提请新兴学科的设计科学和经验为基础的设计，其中传统的观点，用户作为一个被动的接受者的产品或服务已经开始让位于新的观点，用户作为不可分割的改进和创新过程。
Involving patients in service improvement and listening and responding to what they say has played a key part in the redesign of healthcare processes over the past five years and more. Patients and users have attended stakeholder events, participated in discovery interviews, completed surveys, mapped healthcare processes and even designed new hospitals with healthcare staff. However, to date efforts have not necessarily focused on the patient's experience, beyond asking what was good and what was not. Questions were not asked to find out details of what the experience was or should be like ("experience'' being different from "attitudes'') and the information then systematically used to co-design services with patients. Knowledge of the experience, held only by the patient, is unique and precious. In this paper, attention is drawn to the burgeoning discipline of the design sciences and experience-based design, in which the traditional view of the user as a passive recipient of a product or service has begun to give way to the new view of users as integral to the improvement and innovation process.