Experience Based Design: A Revolutionary Approach to Healthcare Customer Satisfaction

Authored by Paul Bate, this groundbreaking guide is foreworded by Lynne Maher, Head of Innovation Practice at the NHS Institute for Innovation and Improvement, University of Warwick, Coventry. Experience Based Design (EBD) is a pioneering method that prioritizes user-focussed improvements in healthcare services. By acknowledging the diverse perspectives of facilities, healthcare professionals, carers, family, and friends, EBD recognizes that systems and policies must adapt to deliver exceptional patient experiences.

Through an in-depth exploration of EBD’s underlying concepts, methods, and practices, this innovative guide offers a unique approach to healthcare customer satisfaction. It provides actionable recommendations for the future and stimulates fascinating discussions, making it an indispensable resource for:

• Health and social care management professionals, including directors of service improvement in hospitals and directors of nursing
• Health and social care policy makers and shapers
• Quality improvement and organisational development specialists in healthcare
• Patient groups and national organisations seeking inspiration for better healthcare services

Lynne Maher, an esteemed healthcare expert, endorses the approach, stating, “Experience based design – you cannot do without it. Read this book and it will change the way you think about providing health services forever.”

Book Details:

• Publisher: CRC Press
• Publication Date: January 6, 2023
• Language: English
• ISBN: 9781138450486, 9781000621259