Sunday 1 November, 3.45pm until 5.15pm, Student Union
Healthcare and the NHS are in a state of flux: the shift toward prevention, target-setting and-cost cutting are motivating many to seek new ways of working. A new breed of designers is at the forefront of arguing for the re-designing of the delivery of services based on ‘patient needs’. This means improving their experience of healthcare, and measuring success by ‘patient satisfaction’. This isn’t simply about designing things to be more convenient for patients in hospitals and surgeries, however, but is part of a wider trend towards using design to encourage people to change the way they live, and adopt healthier lifestyles, preventing illness.
Encouraged by a new breed of policy makers, designers believe they are better able than politicians and clinicians to nudge people into making healthier choices, by transforming the physical environment, improving food labelling, creating incentives to lose weight or give up smoking, and even re-thinking how a receptionist answers the phone. It is hoped that of all of this and more will influence how people behave – with regard to their own health and the services they consume. But will services re-designed around a patient’s experience be enough to transform healthcare, and is all of this genuinely about empowering patients to make the right choices, or really about the nanny state making choices for us?
Everyone agrees healthcare needs to be improved, but can attempts to alter patients’ and staff’s behaviour succeed? And will focusing on patient satisfaction be enough to transform the NHS and wider healthcare provision? Or does this only obscure the economic, political and infrastructure problems that underlie the failings of the health service? At a time when healthcare faces drastic cutbacks, some argue it makes economic sense to discourage people from choosing unhealthy lives and becoming a drain on resources. But is it the place of designers to implement such a contentious agenda? Will making patients accept the ‘terms and conditions’ of a health care system before being allowed to access its services be good for anyone?
associate director, Future Cities Project; architecture programme manager, British Council
senior associate, patient safety group, Helen Hamlyn Centre, Royal College of Art; industrial design engineer and consultant
|Dr Lynne Maher|
interim director, innovation, NHS Institute for Innovation and Improvement; author, Making a Bigger Difference NHS guide
experience director, The Team; design specialist, healthcare user experience, NHS and private sector
|Professor Joe Kerr|
head of Department of Critical & Historical Studies. RCA; author, London from Punk to Blair; bus driver
digital business consultant and writer; co-author, Big Potatoes: the London manifesto for innovation
Having acknowledged that the health service is “good but not great”, Andy Burnham, the health secretary, wants hospital budgets to be linked with patient satisfaction.Isabel Oakeshott, The Times, 13 September 2009
E-medical records and HSAs are both examples of platforms that encourage participation and that can support an eco-system of innovation that results in untold benefits. Are there other participation-based platforms that might have an impact on health in America?Tim Brown, Design Thinking, 2 May 2009
The Design Council, Department of Health and NHS Purchasing and Supply Agency brought designers together with clinical specialists, patients and frontline staff to test an innovative approach to procurement.Design Council
The Department of Health is looking to pioneer the use of design in the fight against hospital ‘superbugs’ such as MRSA.Design Week, 28 August 2008
These days, most packaging doesn't try to hide the guilty secrets of what's inside. Instead, it flaunts it, playing on our weakness for food treats. Gü - need I say more?Design Week, 21 February 2008
An unusual change project drafted in anthropologists to explore patients' experiences.Stuart Shepherd, Health Service Journal, 8 October 2007
Patients, staff and the public should have a say in hospital design, according to the Department of Health. But how can this be done?Alison Moore, Health Service Journal, 10 July 2003