Integrando las dimensiones de la experiencia de paciente en proyectos de diseño centrado en las personas

Abstract

Several studies show that a positive Patient Experience (PX) improves health outcomes and the profitability of healthcare services. One of the approaches used to improve PX is Human-Centred Design (HCD), as this employs participatory, multidisciplinary and effective methods to propose new products and services based on people's experiences. On the other hand, the healthcare sector measures PX with so-called PREMs (Patient Reported Experience Measures), which are validated questionnaires that help determine improvements in the PX dimensions. The objective of this study is to examine whether projects carried out using HCD methods identify the same number of dimensions that are evaluated by the validated questionnaires. To this end, a literature review has been carried out to determine the dimensions pinpointed by the patient-centred care; subsequently a studies have been carried out using HCD methods with the aim of improving overall PX. This study indicated that the HCD methods did not clearly identify an identical number of dimensions as defined by the PX questionnaires. To close the gap between HCD methods in healthcare contexts, three possible practice guidelines are proposed to guide design teams effectively in healthcare projects.