Innovation Case Study
Van Citters A. Experience-Based Co-Design of Health Care Services. Cambridge, MA: Institute for Healthcare Improvement; 2017. (Available at ihi.org)
Few health care organizations deeply involve patients in improving or redesigning services. Experience-based co-design (EBCD), developed in the UK, brings together narrative-based research with service design methods to improve patient and staff experiences of care.
Patients and staff are filmed, interviewed, and/or observed to understand positive and negative care experiences. These shared experiences catalyze a change process where patients and staff sit side-by-side to design, implement, and test improvements to health care services.
The EBCD method has been used in more than 60 projects in six countries; it has led to improvements in patients’ experiences as well as transformations in health care workforce culture, values, and behaviors.
Pelton L, Knihtila M. Experience-Based Co-Design of Health Care Services — Implementation Guide. Boston, Massachusetts: Institute for Healthcare Improvement; 2018. (Available at ihi.org)
The accompanying Implementation Guide provides details on implementing the experience-based co-design (EBCD) innovation based on the experience of US health care systems participating in the International Innovations Network Learning and Action Community, led by The Commonwealth Fund and IHI.