HSPop clinical assistant professor Neha Patel improves health care by incorporating perspectives and experiences of patients, families, and staff into the process with an experience-based design approach.
University of Washington clinical assistant professor Neha Patel (MHA ‘17) recently co-authored a paper through Virginia Mason where she is an Executive Partner of Transformation Services at Virginia Mason Institute (VMI). Patel teaches Quality Process Management in the Executive Master of Health Administration (EMHA) program.
Patel’s research, current role, and coursework all go hand-in-hand with a focus on Experience-Based Design (EBD) and centering patients. In her role with Virginia Mason Institute, Patel “integrates EBD to enhance patient-centered care by incorporating the perspectives and experiences of patients, families, and health care staff into the design and improvement of care processes and environments with health care organizations across the globe.” The EDB framework is directly related to the themes covered in Patel’s research and Quality Process Management course; centering patients and both understanding and addressing patient’s needs.
Patel’s research utilized patient input to re-examine and improve the cystoscopy process for women. She explains, “While cystoscopy is a common urological procedure, women perceive it as invasive, personal, and fear-inducing. Patients want to be treated as individuals and not just another ‘procedure.’”
Patel’s key research findings:
- Empathic Direct Care: Providing extraordinary service is achievable through empathic direct care, thus shaping a patient’s perception of having an exceptional rather than a neutral or negative experience;
- Addressing Women’s Specific Needs: Identifying and addressing the needs of women undergoing cystoscopy improves satisfaction as their emotional, physical, and knowledge-based needs are addressed;
- Patient Empowerment: Active participation in the health care process empowers patients to have a voice in their care.
“Engagement of patients in their own care is a crucial element, stressing the importance of empowering patients with information and support” Patel notes. With this research, Patel aspires for organizations to utilize these findings in innovative ways, and to ultimately “promote equity and new ways of thinking, particularly for underrepresented groups.”