Background: Experience based Design (EBD) is an approach used to capture the patient voice and experience across any part of the care continuum. EBD enables healthcare providers to understand the emotional journey of patients and families which guides and gives power to quality improvement initiatives. LEAN methodology in healthcare allows users to identify efficiencies and reduce waste. EBD provides the framework to capture the patient and family voice in quality improvement work in the Integrated Stroke Program (ISP) at Hamilton Health Sciences (HHS).

Methods:  Over two years, two quality projects were initiated that used EBD to capture the patient voice: reduction in ALC days and the Proportion of Patients meeting their RPG length of stay.
Patient and family interviews were conducted using experience questionnaires that listed positive and negative emotions based on the patient’s and family’s experience. After each individual interview was complete, the positive and negative experiences were mapped across touch points. 

Results: After compiling multiple patient and family interviews, trend analysis illustrates where people are most satisfied with their experience to help guide to where quality work could improve the patient experience.  For the ALC project, a plan of care was developed and family meeting script was revised.  For the Rounds work, a subgroup around passes were created to improve communication and pass training.  The EBD provided focus and direction to the quality work beyond the quantitative measures.  

Conclusion:
Experience Based Design (EBD) is a method of designing better experiences for patients and caregivers by capturing the experience of their care continuum.

Experience Based Design: Capturing the patient voice in Stroke Quality Work.