Healthcare Design - November 2018 - 26

P R E V I E W

CLOSING KEYNOTE: THE BRAVE
NEW WORLD OF PATIENT
ENGAGEMENT, 3:30 P.M.,
TUESDAY, NOV. 13
Susan Frampton, President, Planetree
International

hospitals and clinics as a strategy to improve the care

system isn't currently designed to do this consistently,

experience, but most people would prefer not to have

but we're working on advances in shared decision-

to go to these places at all if they could get similar

making and coaching. Progress is being made.

services in the comfort and convenience of their own
homes. Telehealth, wearables, AI, and other innovations will continue to transform how, where, and when
we interface with patients, and a great patient

Healthcare Design: How
has patient and family
engagement in healthcare
changed over the last
five years?
Susan Frampton: It's

Planetree's role has evolved to become the standardsetter for defining and measuring excellence in
person-centered care through our certification program.

Where is there more work to be
done?

Healthcare provider organizations in 25 countries cur-

I think we need to be sensitive to

and criteria to guide their patient-centered improvement

the needs and vulnerabilities of

efforts, and we're working hard to spread this even

become an integral aspect

patients who may not have access

further. One of the foundations of that work continues

of more healthcare quality-

to the technologies that will revo-

to be our commitment to humanizing the healthcare

improvement initiatives at all
levels, from point-of-care efforts
to improve the human connection
between healthcare providers and their

lutionize healthcare management,

rently use our evidence-based certification framework

experience by focusing on the human relationships at

potentially creating an even larger

the center of care and the need to foster compassion-

divide between the haves and have-nots.

ate, empathic communications between all members

This may be generational as well as tied

of the care team, which includes the patient and their

patients and families to the structures and prac-

to disparities in social, educational, and economic

tices aimed at matching care and treatment plans

factors. I also think that some advances in patient

to the goals of the individual patient. There's also

engagement could border on patient manipulation,

been significant changes to the realms of policy

as big data and sophisticated analytics figure out

and the research that informs this engagement at a

not only how to personalize disease management

What legislative/legal happenings are
on your radar right now that design
professionals should be aware of?

systems design level.

approaches for greater effectiveness but also to poten-

The AARP-sponsored Caregiver Advise, Record, Enable

tially predict and influence purchasing behavior.

(CARE) act and the Recognize, Assist, Include, Support

What forces do you attribute to driving
this change?

loved ones.

and Engage (RAISE) act, both of which focus on supporting the role of family caregivers. I say this mainly

Consumerism, enabled by advances in personal-

How can healthcare organizations succeed in
making patient experience a priority?

ized technologies-particularly digital applica-

It comes down to listening, and then taking action.

care will be delivered in people's homes. What can the

tions and artificial intelligence (AI)-and ever-

First you need to ensure that your organization has

design community bring to this new reality? The approv-

increasing patient expectations for ease of

many avenues to identify what's important to pa-

als of recent mergers and proposed mergers between

access, convenience, and better customer experi-

tients, families, community members, and staff about

companies like CVS and Aetna, United Health and

ence. These forces have led to increased competi-

the way care is delivered. Then you need to ensure

Walmart, Amazon and Berkshire Hathaway, etc., are

tion from new entrants into the healthcare market-

that the information you collect is used in an effective

also worthy of attention. These will quickly become the

place, like Walmart, CVS, Amazon, and others.

and timely manner to continuously improve.

new doctors' offices and primary care centers, and they

In addition, we've captured and disseminated

experience is already being redefined.

What is Planetree's role in this process as
experience continues to evolve?

because it's a harbinger of things to come, when more

desperately need help from the design community.

the growing evidence base connecting patient

Why is this goal so hard to achieve?

engagement to improved clinical outcomes.

Because people are complex and unique, and their
individual goals and preferences are unique and

What do you hope this audience will take
away from your presentation?

Where is the healthcare industry largely
getting experience right?

often don't match up perfectly with the clinical team's

Unprecedented and unimaginable innovations in

goals. Our traditional paternalistic approach to

healthcare delivery are going to happen over the

Advances in the use of telehealth are happen-

dealing with patients has been to value a medically

next decade. Healthcare designers will need to think

ing fast, improving convenience and access for

defined "good clinical outcome" as the ultimate goal

outside the box. And because more care is going to

people living in underserved and out-of-the-way

of care. And while that may be the right curative

be delivered outside the box, they'll need to design

areas as well as in metropolitan areas and

approach (and it may be the goal of some patients

outside the box, as well.

suburbs around the world. While there's still a

sometimes), it's not always what a person wants. We

great deal of variability in the quality and user

need to know who this person is that we're working

interface of these platforms, it's moving us toward

with. And we need to help them to identify what's

a better overall customer experience. I think we've

most important to them, laying out all their options,

done a good job of improving design elements in

even the ones we may not personally support. Our

NOVEMBER 2018

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Healthcare Design - November 2018

Table of Contents for the Digital Edition of Healthcare Design - November 2018