Improving healthcare through the use of co-design
Hilary Boyd, Stephen McKernon, Bernie Mullin, Andrew Old
Co-design is a way of actively in involving patients in the design of services by focussing on understanding and improving patient experiences. Through its Patient Co-design of Breast Service Project, Waitemata District Health Board worked with patients and staff to improve the breast journey and, on a small scale, trial a methodology that had, at the time, not been widely acknowledged or used in New Zealand in the health sector. Using patient journey mapping, experience-based surveys and co-design workshops, we identified four key issue for patients: timely/accessible information, compassionate communication, navigation and coordination, and a pleasant, easy navigable physical environment. Improvements made included a patient information folder, patient leaflets, a patient held record and patient journey guide.