Bust Your Assumptions About What Matters to Patients

Susan Haufe, Administrative Director, Service & Patient Relations, Virginia Mason Medical Center
Jennifer Phillips, Director of Innovation, Virginia Mason Medical Center

A fundamental tenet of LEAN thinking is understanding what customers consider value-added. Presenters will share how the philosophy and methods of Experience-Based Design (EBD) are helping their organization bring meaning to this term by better understanding the experiences and emotions of those receiving and delivering our healthcare services. This presentation will include examples of how these methods have been integrated into the Virginia Mason Production System, their lean management method for quality and how they are yielding improved experiences for patients and families in both inpatient and outpatient settings.