8 December 2009

Fixing healthcare in New Zealand

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Bed patient
There is a group of people that believe the New Zealand health care system could be designed better than it currently is. That group consists of those who have actually used the New Zealand health care system.

In fact, it seems redundant and tiresome to even talk about the subject, let alone take pot-shots at it. We all feel it could be done better. But how?

In terms of design, there is a particular approach that is geared perfectly for health care: experience based design. This discipline focuses design efforts on the sorts of experiences customers have as they interact with a service. Do they feel valued? Do they feel listened to? Is their dignity preserved?

The British National Health Service’s (NHS) Institute for Innovation and Improvement has embraced this approach.

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