2. The NHS Institute ...... supports the NHS to transform healthcare for patients and the public by rapidly developing and spreading new ways of working, new technology and world class leadership.
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5. One of our challenges … “ The government has set itself the aim of a ‘patient-led NHS’ . But our health services still have a long way to go before we can say that they are really putting patients first. Being an NHS patient is still too often a frustrating experience .” Healthcare Commission, 2005
6. Our introduction to Design Berkun, 2004 adapted by Bate Performance Engineering The aesthetics of experience How well it does the job /is fit for the purpose How safe, well engineered and reliable it is How the whole interaction with the product/service ‘feels’/is experienced Functionality Safety Usability + +
… the service provisions hasn’t advanced as fast. Being an NHS patient is still too often a frustrating experience .” Healthcare Commission, 2005 Health services still tend to be organised rather than designed as such System is often still based on the status quo – The systems very much still evolves round the professional (the patient comes to see the doctor) and the [patient is not considered as custmer as such like in the private sector rather than the patient (or the ‘customer’)
05/09/11
Helen Welcome
Multiple Sclerosis is the most common disabling illness of young adults in the UK. NHS Institute worked with healthcare staff, the design agency LiveWork and people with MS living in Ealing. They were keen to understand the experience of having MS from the patient’s perspective, as well as that of their family/ carer, frontline staff and other stakeholders. The idea was to build on existing healthcare provision and develop an improved and sustainable service for the area.
