User Experience (UX) in Healthcare IT

What is User Experience Design by d.studio @ SAP

 

User Experience in healthcare is an increasingly important topic due the increasing array of systems, devices, patients and providers interaction to diagnose, treat, and manage disease.  Factors that affect usability in healthcare include product design, implementation & customization decisions, regulatory compliance, exam room design, hardware technology choices.  The shift from a fee-for-service to value-based care delivery paradigm is also changing customer relationships at each level of the healthcare supply chain.   Improving the user experience for clinicians is of utmost importance due to its impact on patient care as well as physician and clinician satisfaction.

 

  • Gain an understanding of the major terminology
  • Find UX, Usability & UCD content from HIMSS and our members
  • Access resources created for & by the HIMSS HIT User Experience committee and community

What is User Experience, Usability, and User-Centered Design?

Everyone has a user experience.  Before we explore the issues and opportunities associated with user experience in healthcare, a shared language is helpful.  With all maturing fields of study, the terminology of the study of human/computer interaction has changed from the early years of human factors research back in the early 21st century to the various associated fields within user-centered design research being performed today in academia and in the field.  Gain understanding of that terminology based on internationally-recognized standards here.
 

What is the Role of User Experience in Healthcare?

A user experience (UX) is present in any setting in which a human is interacting with technology.  The increased usage of electronic medical records has brought the topic of user experience into focus for the healthcare industry.  That focus has acted as an important opening salvo in the integration of user-centered design principles into the healthcare industry processes, products, and workflows.  In addition to the EMR UX, there are user experience issues and opportunities accross all technologies associated with the modern delivery of healthcare.

Explore the user experience, usability, and user-centered design principles in:

ACOs | Ambulatory Settings | Clinical & Business Intelligence | Clinical Informatics

Clinical Decision Support | Consumer Health | EHRs | Health Business Solutions 

Health Information Exchange | Health Insurance Marketplaces | ICD-10 | Innovation | mHealth 

Patient Engagement | Payors & Health Plans | Pharma & Life Sciences | Privacy & Security 

Quality & Patient Safety | Rural Health

 

How Does HIMSS Focus on the Healthcare User Experience?

Advocacy

Reducing Physician Burden, Improving Patient Safety: An EHR/PDMP Integration Advocacy Brochure

This advocacy brochure, developed by the HIMSS HIT UX Committee, is a tool for clinicians to use when advocating internally or externally for EHR/PDMP integration at the point of prescription.

Get a copy of the brochure here>

Awards

The Kate Granger Compassionate Care Award

The Kate Granger Compassionate Care Award recognizes high-touch / high-tech care.  A junior doctor in a British hospital, 29-year old Kate Granger was diagnosed with a rare type of abdominal sarcoma.  As Kate embarked on her treatment, for the first time she experienced what it was like to be a patient in a busy hospital. She was shocked by the lack of compassion from the clinicians treating her. In particular, she objected to being talked about as “bed nine” and not by her name.  Her response to this was to take action.  First, she started a social media campaign with the hashtag #hellomynameis. Built on the success of the social media campaign, Kate launched an annual award recognizing compassionate care in the United Kingdom’s National Health Service (NHS) and/or NHS-funded services delivered in hospitals, primary care, community or residential settings.  HIMSS is proud to bring the Kate Granger Compassionate Care Award to North America.

Learn more about the Kate Granger Compassionate Care Award>

Events

User Experience Forum

The event takes place during the HIMSS Global Conference & Exhibition.  The forum explores and draws from disruptive ideas, the latest innovations, and the most prominent challenges shaping user experience and consumer behavior in healthcare and beyond.  It aims to inform attendees about the impact of physician and clinician satisfaction on the clinical, operational, and financial outcomes at your healthcare organization.  It aims to provide attendees with actionable takeaways to improve their customer's experience of your product or service and learn how to build both a forward-facing consumer strategy and earn the loyalty of patients as they don new roles of "consumers" and "partners" in today's era of value-based care and consumerism.

Learn more about the HIMSS Global Conference & Exhibition> 

Engagement

HIT User Experience Committee

The community is led by the HIT User Experience committee, made up of a group of community members with a diverse set of experiences and perspectives on the topic of user experience in healthcare IT.

Learn more about the committee>

HIT User Experience Community

The HIT User Experience community is one of the fasting growing communities within the organization.

Explore the community and its resources>

Resources

  • HIMSS Usability Maturity Model: This resource supports healthcare executives to measure how well your organization incorporates usability and other user-centered design (UCD) principles into its development and strategic planning processes.  The five-phase model provides a common vocabulary for the healthcare & healthcare IT industry to quantify their UCD efforts both internally and externally to the marketplace.
  • HIMSS EMR Usability Evaluation Toolkit: This resource is an aid to clinician practices engaged in the selection of an electronic medical record (EMR) system. While formal, professionally conducted, usability evaluations can provide in-depth product comparisons, this may not be a practical consideration for small to medium size practices. This toolkit outlines some basic steps to include in a vendor selection process that will help practices evaluate EMR usability based on current usability recommendations and best practices. While the target audience of this resources is smaller practices, the steps outlined in this resource can also be used by medium-sized & large practices, as well as other healthcare institutions.
  • HIMSS' 9 Essential Principles of Software Usability: These nine essential principles of software usability can be applied directly to the evaluation of electronic medical record (EMR) systems.  While usability principles apply to all software, this set has been assessed and put forth as being those principles of key concern related to EMRs.
  • Electronic Health Record Design: Patterns for Patient Safety: Developed by the Electronic Health Record Association (EHRA), in response to the ongoing discussion of health information technology (IT) and its potential impacts on patient safety — both in preventing errors and contributing to miscommunications — the EHRA offers this Electronic Health Record Design Patterns for Patient Safety. This document was created through a collaborative effort of EHRA member companies’ software designers and engineers, human factors experts, clinicians, and other staff who bring decades of experience in the development and deployment of EHRs in healthcare organizations of varying sizes and specialties.
  • User Persona Library: Developed by the Electronic Health Record Association (EHRA), the personas in this library were built to make a positive impact on the development and implementation of all health information and technology products. Organizations are encouraged to use these personas as a resource in their development work in order to provide new insight into their users or augment personas their teams already have.  These personas were created through a collaboration of EHRA members, industry groups, clinicians and others who have in-depth knowledge related to the development and use of health information and technology. 

Research

How Can I Share My Healthcare User Experience (UX)?

Your Voice matters. Everyone has a user experience. We want you to share yours.   

Whether you are a patient, caregiver, physician or clinician, your experiences of the healthcare you receive or provide has real-world implications for the clinical, operational, or financial outcomes of that episode of care.  

HIMSS wants to hear about your healthcare experience.

Its old wisdom that we gain great insights by walking in another's shoes.  Help build insights for yourself and other stakeholders in the healthcare industry by sharing your healthcare user experience with HIMSS.  HIMSS is currently seeking:

  • blog posts
  • podcast interviews
  • photo essays
  • videos 

on the patient and provider user experience.  We are seeking vendor-neutral thought leadership to share with the wider HIMSS community on the topics of:

  • Patient Experience
  • Patient Engagement
  • Healthcare Consumerism
  • Physician Experience
  • Nurse Experience
  • Clinician Experience
  • Clinician Burnout

Request more information on how to share your experience with the wider HIMSS community here.

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