Meaningful Healthcare Experience Design

This book offers a new perspective on improving healthcare that draws inspiration from sources as diverse as American healthcare history, Lean Six Sigma, patient experience, employee engagement, clinical microsystems, physician burnout, and industrial design thinking. This work focuses on the three value streams that form the foundation of all healthcare service processes: healthcare-worker value stream, patient value stream, and organizational process. The interaction of patients and healthcare workers in the context of these three value streams creates the meaningful experience that is essential to healing and to the success of healthcare organizations. Meaningful healthcare experience design guides the work of designing these value streams and improving them to promote experiences that are meaningful and healing for both patients and healthcare workers.

Scott Goodwin has 20 years experience as a healthcare quality professional that includes positions as hospital-based quality director, quality consultant for multiple hospitals, and he is currently VP/chief quality officer at Catholic Medical Center in Manchester, NH. In 2013, he completed his doctorate in leadership studies at Franklin Pierce University. He has been an adjunct professor at New England College in Henniker, NH since 2013 where he designed and taught a course in Quality and Lean, in addition to courses in organizational ethics, health informatics, and supply chain. He also designed and taught a course at Bay State College, Boston, MA. This year Mr. Goodwin received the Innovator's Award from the New Hampshire Foundation for Healthy Communities, which celebrates extraordinary ingenuity, creativity, and skill in improving health and healthcare access, delivery, or quality. Mr. Goodwin's work as chair of the New Hampshire Health Care Quality Assurance Commission brought him into legislative session to assist elected officials and policy makers in discussions about the complex world of measuring health care quality. And he has worked to support the efforts of quality professionals across New Hampshire to improve delivery of care to patients in hospitals and ambulatory surgical centers. Joining with quality professionals across the state, Mr. Goodwin has supported innovative and cost-saving approaches to improving care that include reducing infections, improving surgical safety, and promoting organizational cultures that support high quality. Mr. Goodwin was selected to present at the National Association for Healthcare Quality, 2014 Conference in Nashville, TN, on the topic What's in a Name: The Importance of Metaphors in Quality Improvement.

Preface. Author. Introduction. Section 1 MEANINGFUL HEALTHCARE EXPERIENCES. 1 Meaning in Life as Meaning in Healthcare. 2 Meaningful Healthcare Experiences for People Receiving Care. 3 Meaningful Healthcare Experiences for People Delivering Care. 4 Proxemics, Emotions, Power, and Generations in Meaningful Healthcare Experiences. Section 2 DESIGNING MEANINGFUL HEALTHCARE EXPERIENCES. 5 A Healthcare Experience. 6 Healthcare Service Processes from a Sociotechnical Perspective. 7 The Three Value Streams of American Healthcare Experiences. 8 Organizational Process Value Stream. 9 The Value Stream of People Receiving Care. 10 The Value Stream of People Delivering Care. 11 Meaningful Healthcare Experience Design Map. Section 3 IMPLEMENTING MEANINGFUL HEALTHCARE EXPERIENCE DESIGN IN ORGANIZATIONS. 12 Meaningful Experience Design as the Foundation of Healthcare Quality. 13 Aligning Organizational Structures for Meaningful Experience Design. 14 Introducing Meaningful Healthcare Experience Design into Healthcare Organizations. 15 Orienting People Who Deliver Care to Meaningful Experience Design. 16 Inviting People Who Receive Care into Meaningful Experience Design. 17 Improving the Meaningfulness of Healthcare Experiences. 18 Meaningful Healthcare Experiences and the Ethics Committee. Section 4 INSIGHTS INTO AMERICAN HEALTHCARE HISTORY. 19 The Historical Epochs of American Healthcare. 20 Ten Transitions from Twentieth-Century to Twenty-First-Century American Healthcare. Section 5 REFLECTIONS ON AMERICAN HEALTHCARE. 21 The World's Greatest Creation - An Allegory. 22 Reflecting on the Beautiful Death and Implications for Healthcare. References. Index.