Definitions of patient-centric HIT and design thinking questions

My previous post on patient-centric e-Prescribe made my colleagues at the Society for Participatory Medicine to ask the more basic questions: how do we define patient-centric. They came us with a variety of links and resources that were posted on the blog:

On a related note, I ran into this article in the Government Technology magazine about redesigning government services and how design thinking can help. The whole article is worth reading. I quoted it extensively because their questions are so good… just replace government with healthcare system and think about this:


So here are 10 design thinking questions that you can use to reimagine government services.

1. Where are people getting stuck in the customer service process?

2. What is the citizen experience on filling out your forms?

3. What hours should you really be open in your buildings to meet citizens’ needs?

4. Does the language make sense to citizens?

5. How can design thinking reinforce employee behaviors you desire (healthy behaviors, customer service behaviors)?

6. Why are people not doing items you want, such as paying parking tickets? Is there a design flaw that could fix the problem?

How are people finding out about you? How can you optimize that?

8. What is the normal behavior of citizens when interacting with government? Alone or with family? If online, at home or at the library?

9. Where are the biggest pain points and frustrations in the process? Where can you decrease it? How can you increase delight?

What assumptions are you making in this government service? Are they still valid in 2013 with your current stakeholders and modern behaviors?

Remember when you had to wait to get the ATM card at the end of your transaction? Every day thousands of folks left their cards in the machine. One small change inspired by observing thousands of bank customers changed the process — now ATMs give customers their card back right away, saving thousands of frantic bank customers hours of getting their cards back. 



About Ileana Balcu

Passionate about healthcare, participatory medicine, e-patients, databases, IT and Health IT, social media, communication, teams and yoga. Proudly volunteering for the Society for Participatory Medicine #s4pm

Posted on January 25, 2013, in Uncategorized. Bookmark the permalink. 1 Comment.

  1. I loved this! I hate when Medicare or my senators’ websites just want to talk at me, give me no opportinity to talk to them, as if I have nothing to say! Hate it!

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