This book offers a new perspective on improving healthcare that draws inspiration from sources as diverse as American healthcare history, Lean Six Sigma, patient experience, employee engagement, clinical microsystems, physician burnout, and industrial design thinking. This work focuses on the three value streams that form the foundation of all healthcare service processes: healthcare-worker value stream, patient value stream, and organizational process. The interaction of patients and healthcare workers in the context of these three value streams creates the meaningful experience that is essential to healing and to the success of healthcare organizations. Meaningful healthcare experience design guides the work of designing these value streams and improving them to promote experiences that are meaningful and healing for both patients and healthcare workers.
Table of Contents
Preface. Author. Introduction. Section 1 MEANINGFUL HEALTHCARE EXPERIENCES. 1 Meaning in Life as Meaning in Healthcare. 2 Meaningful Healthcare Experiences for People Receiving Care. 3 Meaningful Healthcare Experiences for People Delivering Care. 4 Proxemics, Emotions, Power, and Generations in Meaningful Healthcare Experiences. Section 2 DESIGNING MEANINGFUL HEALTHCARE EXPERIENCES. 5 A Healthcare Experience. 6 Healthcare Service Processes from a Sociotechnical Perspective. 7 The Three Value Streams of American Healthcare Experiences. 8 Organizational Process Value Stream. 9 The Value Stream of People Receiving Care. 10 The Value Stream of People Delivering Care. 11 Meaningful Healthcare Experience Design Map. Section 3 IMPLEMENTING MEANINGFUL HEALTHCARE EXPERIENCE DESIGN IN ORGANIZATIONS. 12 Meaningful Experience Design as the Foundation of Healthcare Quality. 13 Aligning Organizational Structures for Meaningful Experience Design. 14 Introducing Meaningful Healthcare Experience Design into Healthcare Organizations. 15 Orienting People Who Deliver Care to Meaningful Experience Design. 16 Inviting People Who Receive Care into Meaningful Experience Design. 17 Improving the Meaningfulness of Healthcare Experiences. 18 Meaningful Healthcare Experiences and the Ethics Committee. Section 4 INSIGHTS INTO AMERICAN HEALTHCARE HISTORY. 19 The Historical Epochs of American Healthcare. 20 Ten Transitions from Twentieth-Century to Twenty-First-Century American Healthcare. Section 5 REFLECTIONS ON AMERICAN HEALTHCARE. 21 The World’s Greatest Creation – An Allegory. 22 Reflecting on the Beautiful Death and Implications for Healthcare. References. Index.
Scott Goodwin, MA, MBA, DA, RN, CPHQ, LSSBB, has worked in healthcare for more than forty years beginning as a night shift ward clerk on a hospital patient care unit. He has twenty-five years of experience in senior quality leadership positions in for-profit, religious, community and critical access hospitals and extensive experience in healthcare quality consulting. He has designed and taught college graduate courses in healthcare quality, Lean and organizational ethics and has presented at national quality conferences. His doctoral dissertation is titled Healthcare Organizational Metaphors and the Implications for Leadership. He owns AWLG Healthcare Consulting, LLC. He is the author of Transition to 21st Century Healthcare: A Guide for Leaders and Quality Professionals (CRC Press 2016) and Mapping the Path to 21st Century Healthcare: The Ten Transitions Workbook (CRC Press 2016).