Healthcare ... well, it could use some help. You can’t swing a stethoscope without knocking over piles of stories about frustrated patients, compassionate physicians who are burning out, nurses (the champions of moment-to-moment clinical care) who are leaving the profession in droves, and health systems that teeter on the brink of financial doom (even as some others are thriving). Nobody designed it that way, of course. People are drawn to healthcare specifically as it is the most human of all endeavors. As Nordic Consulting CEO Jim Costanzo has said, “Healthcare represents humanity at its best: people caring for others in need.” We (the authors of this article) wrote a book outlining some of the principles that health systems can follow to bring intentional, human-centered design to the entire health enterprise, in the hopes of inspiring and providing some practical advice for healthcare leaders. It is called “Designing for Health: The Human-Centered Approach.”
Applying intentional human-centered design to healthcare returns the focus to the interaction between the clinical care team and their patients, building a network of people, processes, and technology around the human-to-human delivery of care. For patients, it’s a map to a care journey that is more complete and personal, meeting the unique needs of individuals, teams, and communities. It does the same for those who provide care to those patients, making it easy for them to do “the right” things, approach all aspects of care with a continuous improvement mindset, and start with the end goal in mind.
Well-crafted design is almost invisible. It seamlessly integrates into our lives, allowing things to function so intuitively that we don't even notice it. In healthcare, good design doesn't conjure a directive to adhere to a workflow. Instead, the flow of "workflow" isn't thought about (or averted) because it should be in a natural sync with those involved. This ability to fade into the background while making our lives more efficient, comfortable, and enjoyable underscores the true power of good design. The integration of health IT into the delivery of care is one place that could use a bit of attention.
Technology is a frequent target of both approbation and ire in healthcare. Complaints (some justifiable) center around changes that feel burdensome (to caregivers), not intuitive (particularly for patients), and that get in the way of the experience of care (for both groups). Incorporating technology seamlessly into healthcare should not replace the warmth of a reassuring hand or the depth of a compassionate conversation. Technology can amplify the best aspects of healthcare by streamlining workflows, personalizing treatment plans, and offering predictive insights. Whether it's an app that reminds patients of their medication schedules or an AI tool assisting radiologists in detecting early-stage anomalies, technology is the unsung hero that elevates human capabilities.
A balanced approach to health IT recognizes that while automations and algorithms can handle routine tasks, the essence of healthcare innovation thrives in collaboration. By creating systems intentionally designed to support the relationship between technologists and care teams and the patients they care for, we can create an ecosystem that allows health systems to focus on their true mission: caring for people. By intertwining the strengths of human empathy with the precision and efficiency of technology, we can sculpt a healthcare system that is both advanced and deeply human.