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.