The document discusses issues with the current healthcare system from multiple perspectives. It describes the system as fragmented, unsafe, not patient-centered, wasteful, and unreliable. Several experts are quoted criticizing the medical culture for being uncreative, arrogant, and focused on algorithms rather than thinking creatively. The system is seen as badly in need of disruption and revolution to make it more consumer-focused and centered around the patient experience.

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Preventing Nightmare Patient Experiences Like Mine
or
Avoiding “Putting Lipstick on a Pig”
Richard I Anderson
March 25, 2013

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"Of all the industries we interact with regularly as consumers,
the medical industry definitely defines the low point in quality
and consistency of customer experience. Most of us emerge
from interactions with the medical establishment feeling more
like victims than paying customers."
"Of all the industries we interact with regularly as consumers,
the medical industry definitely defines the low point in quality
and consistency of customer experience. Most of us emerge
from interactions with the medical establishment feeling more
like victims than paying customers."

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"Health care is broken. ... We have set up a delivery
system that is fragmented, unsafe, not patient-
centered, full of waste, and unreliable. Despite the
best efforts of the workforce, we built it wrong. It
isn't built for modern times."
"Health care is broken. ... We have set up a delivery
system that is fragmented, unsafe, not patient-
centered, full of waste, and unreliable. Despite the
best efforts of the workforce, we built it wrong. It
isn't built for modern times."

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from Reframing Health as More than Health-care, Mehta & Dubberly,
BayCHI, March 2010

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“Combining the principles of disruptive innovation
with design thinking is exactly what health care in
America needs. We need to disrupt the current
business model of health-care delivery. And we
need these disruptions to be designed experiences
that are consumer-focused."
“Combining the principles of disruptive innovation
with design thinking is exactly what health care in
America needs. We need to disrupt the current
business model of health-care delivery. And we
need these disruptions to be designed experiences
that are consumer-focused."

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“…true patient-centeredness is not health
care reform, but health care revolution ---
…a true power shift"
“…true patient-centeredness is not health
care reform, but health care revolution ---
…a true power shift"

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“UX design has done a great job in the last decade
of redefining … how we define requirements for
products with digital UIs. But this has come at a cost
of upward mobility in our organizations. We’re
functional players that make tactical work more
efficient. We’re not strategic players that help our
organizations transform themselves."
“UX design has done a great job in the last decade
of redefining … how we define requirements for
products with digital UIs. But this has come at a cost
of upward mobility in our organizations. We’re
functional players that make tactical work more
efficient. We’re not strategic players that help our
organizations transform themselves."

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from Incremental and Radical Innovation: Design Research versus
Technology and Meaning Change, Norman & Verganti, 2012
HCD = Human-Centered Design

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from Improve, Transform, or Sustain: What’s Your Path to a Better
Customer Experience?, Bodine, 2012

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from Incremental and Radical Innovation: Design Research versus
Technology and Meaning Change, Norman & Verganti, 2012
HCD = Human-Centered Design

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A Doctor’s Touch, Abraham Verghese M.D., July 2011
“The average American physician
interrupts their patient in 14 seconds.”
“The average American physician
interrupts their patient in 14 seconds.”

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“The problem with healthcare is that
doctors are a stage 3 (of 5) tribe, a
group of people who think ‘I am great,
and you are not.’”
“The problem with healthcare is that
doctors are a stage 3 (of 5) tribe, a
group of people who think ‘I am great,
and you are not.’”
“We let our arrogance reinvent
us… we thought we were
gods again.”
“We let our arrogance reinvent
us… we thought we were
gods again.”
TEDxSinCity, Dave Logan., May 2011

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“If I were to walk into a room filled with my
colleagues and ask for their support right now
and start to tell [stories of all the mistakes I've
made], I probably wouldn't get through two of
those stories before they would start to get
really uncomfortable, somebody would crack a
joke, they'd change the subject, and we would
move on. ... That is the system that we have -- it
is a complete denial of mistakes. ... [However,]
errors [in medicine] are absolutely ubiquitous.”
“If I were to walk into a room filled with my
colleagues and ask for their support right now
and start to tell [stories of all the mistakes I've
made], I probably wouldn't get through two of
those stories before they would start to get
really uncomfortable, somebody would crack a
joke, they'd change the subject, and we would
move on. ... That is the system that we have -- it
is a complete denial of mistakes. ... [However,]
errors [in medicine] are absolutely ubiquitous.”
Doctors Make Mistakes; Can We Talk About That?,
Brian Goldman M.D., September 2011

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Rethinking Healthcare, Jay Parkinson M.D.,
TEDxMidAtlantic, November 2011
“Medical education and residency is pretty
militaristic. You fall in line or you're out. Trust
me, I've been there. If you are an 'outside the
box' thinker, this doesn't last long in medical
school or residency. The egos of your
superiors are too threatened. This is an
important fact. Doctors have such a
preoccupation with being right, they can't
tolerate being wrong.”
“Medical education and residency is pretty
militaristic. You fall in line or you're out. Trust
me, I've been there. If you are an 'outside the
box' thinker, this doesn't last long in medical
school or residency. The egos of your
superiors are too threatened. This is an
important fact. Doctors have such a
preoccupation with being right, they can't
tolerate being wrong.”

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Rethinking Healthcare, Jay Parkinson M.D.,
TEDxMidAtlantic, November 2011
“The medical culture is not only uncreative, it
is anti-creative. ... Why should doctors be
creative? ... Doctors only have pills and
scalpels. ... Our reality is very different from
an innovative, creative culture. ... We fall into
line. ... Whenever we treat patients we treat
them with algorithms. We regurgitate; we
don't think creatively. We also have this thing
called a god-complex... And we're just so
frickin tired... And we're terrified of the law.”
“The medical culture is not only uncreative, it
is anti-creative. ... Why should doctors be
creative? ... Doctors only have pills and
scalpels. ... Our reality is very different from
an innovative, creative culture. ... We fall into
line. ... Whenever we treat patients we treat
them with algorithms. We regurgitate; we
don't think creatively. We also have this thing
called a god-complex... And we're just so
frickin tired... And we're terrified of the law.”

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“It may take weeks of observation to become
aware of the intricacies of tacit knowledge
(holding critical truths and assumptions about
behavior, policies, norms, and values) in other
people, which a short-term project-based
approach to design doesn’t provide.”
“It may take weeks of observation to become
aware of the intricacies of tacit knowledge
(holding critical truths and assumptions about
behavior, policies, norms, and values) in other
people, which a short-term project-based
approach to design doesn’t provide.”

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e-Patient Dave
Regina Holliday
Most photos from Medicine X 2012

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“they laugh, then fight, then you win”“they laugh, then fight, then you win”

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from Reframing Health as More than Health-care, Mehta & Dubberly,
BayCHI, March 2010

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from Reframing Health as More than Health-care, Mehta & Dubberly,
BayCHI, March 2010

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from Reframing Health as More than Health-care, Mehta & Dubberly,
BayCHI, March 2010

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Is your work contributing to modest
improvements of the status quo, or are
you contributing to the badly needed
healthcare experience revolution?

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from Richard Anderson’s “Conversation with Don Norman & Jon
Kolko,” Academy of Art University, September 2011
“not all design is equally worth doing”“not all design is equally worth doing”

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has the potential to

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