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William Hudson <[log in to unmask]>
Reply To:
William Hudson <[log in to unmask]>
Tue, 12 Jan 2010 12:43:51 -0000
text/plain (53 lines)
Hal -

This kind of issue seems to come up anytime an organisation has not
considered the customer experience as a whole. (Our National Health
Service even started referring to patients as 'customers' a few years
ago, although I think the fad has died out. I'm not sure what term the
prison service used, maybe 'guests'<g>.)

I think it's particularly noticeable in the health service because a lot
of staff have very specific responsibilities and are not motivated or
rewarded to consider the big picture. Some of them, particularly
specialists, may also have low empathizing skills - see my CHI paper on
low empathy in technologists on my articles and papers page at


William Hudson
Syntagm Ltd
Design for Usability
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Syntagm is a limited company registered in England and Wales (1985).
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-----Original Message-----
From: ACM SIGCHI WWW Human Factors (Open Discussion)
[mailto:[log in to unmask]] On Behalf Of Hal Shubin
Sent: 11 January 2010 19:38
To: [log in to unmask]
Subject: Patient-centered medicine & user-centered design

I was talking with my primary care physician today about how
un-patient-centered my recent hospital stay was...

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