Estefania Ciliotta Chehade and Najla Mouchrek
Healthcare systems are highly complex, both technically and socially, and include a plurality of actors, perspectives, and processes. It is increasingly difficult for patients to navigate, access care and complete information, and make informed health decisions. Patient-Centredness is a holistic approach to healthcare that prioritises patients’ perspectives, needs, and values, and fosters empowering patient experiences. Implementing patient-centred care remains a significant challenge due to several barriers. Looking for ways to improve the patient experience through design, it is essential to promote effective communication, physical and emotional care, and trust—but also autonomy, engagement, and conditions for patient empowerment. In this workshop, we will review values from patient-centred literature and previous research and explore systemic changes through experience design drivers to co-create future, more empowered experiences in the healthcare system. Reflecting on empowerment concepts and experience drivers from their own perspectives, participants will be actively engaged in generating ideas for future scenarios to help patients feel more empowered on their healthcare journeys, and distil design criteria for change towards more patient-centred, plural, and integrated healthcare systems.
Keywords: patient experience, design for healthcare, empowerment, plurality