do you feel that?

it’s the dissonance of a healthcare experience that has become … decidedly average. mediocre. common. everyday. ordinary. standard. not that bad, not that great — goldilocks and the three bears-like.

elements of business, policy, and technology are distancing patients from the healthcare organization’s consciousness …

photo credit: flickr user ViaMoi

… while patients are trying to get closer by empowering themselves and engaging in their health decisions

photo credit: flickr user jerryzz

a call to action: better the healthcare experience and rid healthcare delivery of its consumed mediocrity

photo credit: flickr user gstagostinho

move from organizationally centered to patient focused

photo credits: flickr users Hishaam Siddqi, peevee@ds

photo credit: flickr user SimplyShutterbug

reframe the organization’s decision making through the patient’s perspective to awesomize the healthcare experience

while lobby fountains, free valet parking, and hotel-like hospital rooms are nice …

photo credits: flickr users Geek2Nurse, tjdewey, DiscoverDuPage

healthcare is a relationship

“The vast majority of the feelings you experience as they pertain to your relational partner (used broadly) are a direct

outcome of the communication interactions that occur between the two of you. A relationship is communication.”

– Ryan Goei

photo credit: flickr user bitzi

“You cannot not communicate. Every behaviour is a kind of communication. Because behaviour does not have a counterpart (there is no anti-behaviour),

it is not possible not to communicate.” – Paul Watzlawick’s First Axiom of Communication

photo credit: flickr user KaiChanVong

What is your organization communicating in the relationship that is healthcare?

photo credit: flickr user BertBeckers

Relationships are the foundation of healthcare experience success — but there are elements outside of interpersonal interactions that can be bettered. Bettering …

photo credits: flickr users GregGavedon.com, Hosue of Sims, Jason-Morrison

services settings messages

“If it’s a new problem, perhaps it demands a new

approach. If it’s an old problem, it certainly does.”

– Seth Godinphoto credit: flickr user iowa_spirit_walker

healthcare has lots of old problems …

the fax machine is the most efficient means of transporting a medical record across the country

photo credit: flickr user New Jersey State Library

thousands of medication errors occur every year in the United States

healthcare has lots of old problems …

photo credit: flickr user soccerkrys

gaming systems are doing more for wellness awareness than healthcare systems

healthcare has lots of old problems …

photo credit: flickr user ShadyL

bettering is safer healthcare …

photo credit: flickr user Matheus Melo

bettering is smarter healthcare …

photo credit: flickr user Saltygal

bettering is more comfortable healthcare …

photo credit: flickr user just.Luc

most healthcare experience improvements are focused on increasing satisfaction—the power to transform healthcare, and truly make healthcare awesome, lies with engagement

what is engagement?

new service creation on the health platform to help people live healthier

photo credit: flickr user wwwes

how does a service engage?

“The three essential elements of a product or service that will resonate within a community in a meaningful

and compelling way are Relevance, Utility, and Delight.” – Mike Arauz

photo credits: flickr users Velo Steve, secret agent X-9, Beneteau Sailor

photo credit: flickr user Velo Steve

Relevance: Is the service being offered important or meaningful to me?

photo credit: flickr user secret agent X-9

Utility: Is the service something I need?

photo credit: flickr user Beneteau Sailor

Delight: Does the service incite some level of joy?

not average, awesome

photo credit: flickr user Express Monorail

photo credit: flickr user Jeff Bauche._.·´¯

what is good for patients can be good for organizations, too

photo credit: flickr user j-ster

“The days of great companies, products and services naturally finding their markets are long gone. Old

notions of demand are out. Experiences — good, bad or indifferent — count for everything.”

– Brian Solis

photo credit: flickr user Atwater Village Newbie

“The standard of good has been replaced by good enough, which is a way of justifying the mediocre.

When we encounter the good enough standard on a regular basis, we come to accept it as normal.”

– Chris Guillibeau

photo credit: flickr user Jerrycharlotte

good enough is no longer good enough …

it’s time we …

for more: www.makehealthcareawesome.com

by: drew weilage