Care Design 2016

Letting go - Asking patients what they want

When designing healthcare systems we begin and end with patients. To do it well we need to know what is on the patient's agenda before we start. It is simple and quick and already works in practice. To find out what patients want we have to ask them and we have to stop asking them questions that they cannot answer and ask them questions that only they can amswer. We only need to ask three questions:

What do you expect from this service?

What works well in this service?

What needs to improve?

If we fail to do this at the begining the result will always be a mis-match between what is provided and what people want. This model replaces the current model under which patients are presented with proposals for comment. Experts in the design of healthcare systems have to let go and recognise that only patients are the real experts.


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