NHS toolkit which uses service design ideas. Described on the NHS Innovation website as:
'Using experience to design better healthcare is unique in the way that it focuses so strongly on capturing and understanding patients', carers' and staff experiences of services; not just their views of the process like the speed and efficiency at which they travel through the system. Instead, this approach deliberately draws out the subjective, personal feelings a patient and carer experiences at crucial points in the care pathway. It does this by:
- Encouraging and supporting patients and carers to ‘tell their stories’.
- Using these stories to pinpoint those parts of the care pathway where the users’ experience is most powerfully shaped (the ‘touchpoints’).
- Working with patients, carers and frontline staff to redesign these experiences rather than just systems and processes.'
Also the page describes:
'The ebd approach (experience based design) is an exciting new way of bringing patients and staff together to share the role of improving care and re-designing services. It is being developed by the NHS Institute for Innovation and Improvement as a way of helping frontline NHS teams make the improvements their patients really want. While leading global companies have used similar approaches for years, the ebd approach is very new for the NHS. Where it has been used in the health service, it is having amazing results
- Delivering the sort of care that leave patients feeling safer, happier and more valued, and making staff feel more positive, rewarded and empowered.'