Uncovering the Emotional Journey for the Ideal Patient Experience

Meaghan Hudak, Reading time: 4 minutes

Whenever we conduct user research in health care, the same pain points consistently emerge. The experience tends to be overwhelming, confusing, frustrating, and stressful. This is because it’s hard to understand, and the process of getting care is often inefficient — health care has usability issues. 

Ideally, people want to feel in control. They desire health care that is straightforward and easy to understand, and want this care to be delivered through a convenient process. 

This presentation shared learnings of how patients define the ideal health care experience and focus on a user-driven definition of health care usability.  

Attendees learned how patients define the ideal health care experience, and to focus on a user-driven definition of health care usability.

Plain Talk: Do People Get What We're Saying?  

Communication is hard. Communicating health information to diverse audiences with low health literacy is particularly hard—and has high stakes. Plain language makes information easy to find, use, and understand for everyone—and makes healthcare systems more effective because patients understand what they need to do to manage their health. So, the question we must ask ourselves is, "Do people get what we're saying?"  

KindnessRX: A Novel Community Gratitude-Based Approach to Increasing COVID-19 Vaccination Rates and Improving Culture  

The KindnessRX campaign studied the power of human kindness to combat caregiver burnout and increase COVID-19 vaccination uptake.  Highlighting those who made an impact within their organization, the campaign took aim at a softer approach towards vaccination promotion, avoiding words such as “mandatory” and “required.” Rather, the campaign focused on gratitude, kindness and taking care of one another. Comments and feedback proved that human kindness generated a positive culture change, expressing gratitude and kindness that helped healthcare workers build personal connections while promoting safety and workforce engagement.

Zero Trust 

Executive Order 14028 requires federal civilian agencies to establish plans to drive the adoption of Zero Trust Architecture. But what is Zero Trust and what does it mean to be fully compliant? We explored what Zero Trust really means and its potential implications for customer experience in health care settings.