Page 64 - Experience Based Co-design - a toolkit for Australia
P. 64

 Understand the experience
You have ‘gathered the experience’. You may have used several different methods. The next step is to get a deep understanding of those experiences. Understanding requires using the material you have collected in the ‘gather’ phase to create further discussion and dialogue.
“Never doubt that a small group of thoughtful committed citizens can change the world. Indeed, it is the only thing that ever has.” Margaret Mead, Anthropologist
Point of Care Foundation recommend three types of events for building greater understanding of the experience:
Staff feedback events Patient feedback events Joint patient-staff events
These events are used to help all participants understand the patient experience and to build empathy with the consumer. They provide an opportunity to share the information gathered with all the stakeholders and to validate the information. Particularly seek to understand the emotions experienced by patients and staff and to explore the causes of these feelings in preparation for the next stage of improvement.

   62   63   64   65   66