2L: Using Service Design to Create a Patient-Centered Supportive Care Service

Bennett Clark, MD; Molly Fuller

Grounding staff, clinicians, leadership, and partners in a patient journey along with an iterative testing framework, leads to efficiencies and quickly fixing experience breakdowns. As patients confront their health care challenges, they should receive care built around all their needs.

By the end of the session, learners will be able to:

  • Apply a Service Design Framework to create a patient-centered experience
  • Identify and correct patient and clinical staff experience breakdowns to provide better care and outcomes
  • Examine results from real-world community-based patient cohort