Annotated Bibliography on design thinking for managing patient experience Industry: Healthcare Scope: Application of design thinking Topicality focus: service design, customer solution, design thinking, patient experience Submitted to: Submitted



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Annotated Bibliography on design thinking for managing patient experience

Industry: Healthcare

Scope: Application of design thinking

Topicality focus: service design, customer solution, design thinking, patient experience

Submitted to:

Submitted by: Pronamika Goswami

Article 1.

McLaughlin, Jacqueline E., Michael D. Wolcott, Devin Hubbard, Kelly Umstead, and Traci R. Rider. "A qualitative review of the design thinking framework in health professions education." BMC medical education 19, no. 1 (2019): 98.

The paper discusses how design thinking can be used to enhance patient experiences, improve clinical outcomes and refine medical curricula. The paper uses systematic literature review of 15 articles by identifying qualifying filters of paper must have ”education focus” must be from “health care” and must have a clear definition of “application of design thinking. Their literature review indicates that design thinking is still in its nascent stage of inspiration and ideation and fostered though a variety of activities such as lectures, small group discussions, workshops etc. They found that teaching design thinking brings better self efficacy, perceptions, and solutions to specific problems. The study suggests that teaching design thinking in healthcare context must be skill based, application focused and must integrate the complexity of the healthcare environments.



Article 2.

Pottenger, Brent C., Richard O. Davis, Joanne Miller, Lisa Allen, Melinda Sawyer, and Peter J. Pronovost. "Comprehensive unit-based safety program (CUSP) to improve patient experience: how a hospital enhanced care transitions and discharge processes." Quality Management in Healthcare 25, no. 4 (2016): 197-202.

The paper explores design thinking as a solution to identify if Comprehensive Unit based Safety Program team can be used to enhancing patient experience. The paper argues that if the care transitions and discharge processes are well designed then patient experience can be enhanced. In the experimental group of study the CUSP teams produced feasible study using design thinking and data analytics methods in a sprint of 90 days. The teams were engaged in weekly meetings, monthly department meeting and progress tracker. The research reported higher patient score on the Hospital Consumer Assessment Of Helathcare Provider System. More patients score on recommending the hospital was found and better satisfaction with discharge procedures was found.



Article 3.

Berry, Leonard L., Jonathan Crane, Katie A. Deming, and Paul Barach. "Using evidence to design cancer care facilities." American Journal of Medical Quality 35, no. 5 (2020): 397-404.

Designing cancer care facility- the physical space, the social system, the clinical and non clinical flow, and all other patient facing services is important in creating patient experience. The cancer care facilities should integrate views and experiences of all stakeholders such as patient families, clinicians, patients and care providers. The experience design should pre-empt and cater for emergencies, offering urgent care, minimum infection, this needs support from multidisciplinary teams. To build a progressive palliative care facility, a need to look beyond diagnosis and patient treatment is needed. An integrated solution for patient for wellness under the constraint of logistical and financial resources may be needed. The study suggests that iterative processes of design thinking and inclusive solutioning can indeed bring patient satisfaction and experience.
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