We will be patients many times throughout our lives, and yet our likes, dislikes, and frustrations with health care delivery don’t seem to influence how we think about and design the healthcare environment. This presentation focuses on ten obstacles to a positive patient experience and provides examples of how providers solve these issues. The presenters leverage big data and synthesize patient reviews from sites like HealthGrades and Yelp and use feedback to inform strategic, operational, and design decisions.
Identify five key areas where the patient experience could be significantly improved.
Evaluate service improvements in retail and other industries that could be applied to healthcare delivery and design.
Categorize the big data analysis of positive and negative patient feedback with regard to design elements.
Assess the responses of healthcare organizations to improve the patient experience.