Skip to main content

Thinking Health Care Redesign?

The discipline of design thinking offers new viewpoints on eliminating redundancies, wasted effort and catastrophic mistakes.
"What design thinking can offer is a practiced eye for integration opportunities: connecting adjacent but unconnected pieces of the patient experience to create small, incremental improvements. The integration process begins with a question—"What's right for the patient?"—and proceeds to a deep examination of the patient journey, resulting in a holistically designed experience that benefits all.
  • Phillips Home Healthcare Trilogy100 ventilator.
    • The unit "combines much of the function of a hospital-grade ventilator with a dual-mode interface, meaning clinicians get the control and information they want, and home users get an unscary device with an intuitive control panel. This means fewer costly trips back to the clinic and less paperwork for administrators, while the unit's portability allows chronic patients to integrate therapy into their daily activities, affording them greater independence."
  • Kaiser Permanente's "Total Health" initiative.
    • Kaiser attempts to rethink and redesign every aspect of its operations, "from medical records to medication administration, color palettes to carpet," all in an effort to create more integrated patient experiences. Kaiser identified 22 key steps in a patient's journey, including check-in, visiting the pharmacy, even walking along a corridor." 
  • Medical home initiatives.
    • "...relying heavily on self-administered home tests and frequent communication between patients and their primary care physicians. Services include "round-the-clock access, electronic health records, use of e-mail and phone communication, patient feedback, and fee for service and fee for performance," according to a CNN Money report."
    • Geisinger's 2006 pilot program found a reduction of nearly eight percent in hospital admissions among its Medicare patients.
(From Sohrab Vossoughi writing in Bloomberg Business Week.)


Popular posts from this blog

Being Disrupted Ain't Fun. Deal With It.

Articles about disrupting healthcare, particularly those analogizing, say, Tesla's example with healthcare's current state, are frequently met with a chorus of (paraphrasing here) "Irrelevant! Cars are easy, healthcare is hard." You know, patients and doctors as examples of "information asymmetry" and all that. Well, let me ask you this: assuming you drive a car with a traditional internal combustion engine, how much do you know about the metallurgy in your car's engine block? I'll bet the answer is: virtually nothing. In fact it's probably less than you know about your own body's GI tract. Yet somehow, every day, us (allegedly) ignorant people buy and drive cars without help from a cadre of experts. Most of us do so and live happily ever after (at least until the warranty expires. Warranties...another thing healthcare could learn from Tesla.) Now, us free range dummies - impatient with information asymmetry - are storming healthcar…

Becoming Consumer Friendly In Five Easy Steps...Or Not

An article at offers hospitals 5 steps to becoming more consumer friendly.

If you still think there's a secret sauce to your hospital becoming more "consumer friendly," these 5 steps are as good a place to start as any.  Unfortunately, it's a little like that old Steve Martin comedy bit where he says he'll teach you how to be rich. The first step is to go find a million dollars.

Step 1 from the article is realizing that "...a Medicare beneficiary with chronic conditions is different from a young mom who brings her kids in for an annual check-up." This is market segmentation for beginners, and, yes, one size decidedly does not fit all. I'm sure your marketing team's been saying this for a while.

Steps 2-5: have a strategy, metrics, a champion and resources. OK. Hard to argue with any of those.

But those things, alone or together, won't overcome culture. They're important components to be sure, but insufficient without a …

Another Day, Another App, Another Satisfied Customer

How might health care providers use technology to turn customers' mobile phones into information displays and ordering devices? A few years ago, the NY Times outlined how retailers are doing it...
"(Designer Norma) Kamali is at the forefront of a technological transformation coming to many of the nation’s retailers. They are determined to strengthen the link between their physical stores and the Web, and to use technology to make shopping easier for consumers and more lucrative for themselves.

Cisco Systems, the supplier of networking equipment and services for the Internet, is also a leader in the field. The company’s Mobile Concierge system is capable of connecting customers’ smartphones to retailers’ wireless networks — so a shopper could type “Cheez Whiz” into a cellphone, then pinpoint its location in the store." Ms. Kamali's boutique installed a technology called ScanLife, "allowing people to scan bar codes on merchandise and obtain details about the…