Gaining patient experience insights: An integrated and multi-levelled framework of information
- GARCÍA-LÓPEZ, Maitane 1
- VAL, Ester 1
- IRIARTE, Ion 1
- OLARTE, Raquel
-
1
Universidad de Mondragón/Mondragon Unibertsitatea
info
- Erik Bohemia (ed. lit.)
- Gerda Gemser (ed. lit.)
- Nuša Fain (ed. lit.)
- Cees de Bont (ed. lit.)
- Rita Assoreira Almendra (ed. lit.)
Verlag: Academy for Design Innovation Management (ADIM)
ISSN: 2632-0045
ISBN: 978-1-912769-02-5
Datum der Publikation: 2019
Ausgabe: 2
Nummer: 1
Seiten: 127-142
Kongress: Conference Proceedings of the Academy for Design Innovation Management: Research Perspectives In the era of Transformations.
Art: Konferenz-Beitrag
Zusammenfassung
Taking patient experience as a basis, this paper introduces a theoretical framework, to capture insights leading to new technological healthcare solutions. Targeting a recently diagnosed type 1 diabetes child and her mother (the principal caregiver), the framework showed its potential with effective identification of meaningful insights in a generative session. The framework is based on the patient experience across the continuum of care. It identifies insights from the patient perspective: capturing patients' emotional and cognitive responses, understanding agents involved in patient experience, uncovering pain moments, identifying their root causes, and/or prioritizing actions for improvement. The framework deepens understanding of the patient experience by providing an integrated and multi-leveled structure to assist designers to (a) empathise with the patient and the caregiver throughout the continuum of care, (b) understand the interdependencies around the patient and different agents and (c) reveal insights at the interaction level.