Patients first: why user experience (UX) is not just a "nice-to-have" in healthcare

User experience (UX) has emerged as a critical determinant in shaping the patient journey. Much like a well-designed mobile banking app has totally changed the way we interact with financial institutions, UX plays an equally transformative role in the healthcare industry. By prioritising UX, healthcare organisations can elevate the patient experience, foster engagement, satisfaction, and optimal outcomes.

Consider the experience of using a mobile banking app. When the interface is intuitive and seamless, it facilitates convenient transactions, seamless account management, and prompt customer support. This user-friendly experience fosters trust, convenience, and a positive overall banking experience. Conversely, a complex and confusing interface can lead to frustration, distrust, and a reluctance to engage with the app altogether.

The same principles apply in healthcare. When patients encounter electronic health records (EHRs), wearable devices, or telemedicine platforms, they expect a user experience that is intuitive, accessible, and engaging. If these healthcare tools are difficult to use or provide an unpleasant experience, patients may be less likely to adopt them, potentially jeopardising their health outcomes and overall satisfaction with their care.

The same holds true for healthcare providers. Access to accurate and up-to-date patient information is essential for effective collaboration, streamlining workflows, and improving overall care coordination. A well-designed EHR, for instance, can facilitate seamless data sharing among providers, leading to more informed diagnoses, treatment recommendations, and better patient outcomes. However, a cumbersome and laborious user experience can deter healthcare providers from fully utilising the technology, hindering collaboration and potentially compromising patient care.

A Case Study in Patient Engagement: The NHS My Health Record

A compelling case study in patient engagement is the NHS My Health Record (MHR) in the United Kingdom. Developed by the NHS Digital team, this secure and personalized health record portal within the NHS App empowers patients to access their GP health records, schedule appointments, and communicate with their healthcare providers seamlessly. The intuitive navigation and user-friendly interfaces of MHR have made it remarkably easy for patients to manage their healthcare information, resulting in a remarkable surge in patient engagement. As of December 2023, over 23.5 million users have embraced My Health Record, translating into improved patient satisfaction and enhanced healthcare outcomes.

Action Points for Healthcare Leaders

To fully realise the potential of UX in healthcare, healthcare leaders must prioritise it in their strategic planning. Here are three key action points for healthcare leaders to consider implementing, when considering their next digital interface:

1. Embrace UX as a core competency: Invest in training and development programs to equip healthcare professionals with the skills and knowledge necessary to design and implement user-centric solutions. By integrating UX principles into their practices, healthcare professionals can create technology that truly meets the needs and expectations of patients and providers.
2. Involve patients and providers in the design process: Engage with patients and providers throughout the design and development of healthcare technology to ensure that it meets their needs and expectations. By soliciting feedback from these key stakeholders, healthcare leaders can ensure that the technology aligns with their real-world needs and preferences, fostering user adoption and enhancing overall satisfaction.
3. Continuously evaluate and refine UX: Regularly collect feedback from users and make improvements to ensure that healthcare technology remains user-friendly and effective over time.

By implementing these action points, healthcare organisations can create a system that is patient-centric, technologically advanced, and geared towards achieving optimal healthcare outcomes. User experience is not just a nice-to-have; it is the cornerstone of patient-centred care in the digital age.

I'm interested in hearing what you think: in your opinion, what role does UX play in the future of patient-centred care?

The views and opinions expressed in this article are my own and do not necessarily reflect the views of my employer, any company/institution mentioned in the article, nor LinkedIn. I am not affiliated with any company nor institution named in this article.

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