Table Of ContentMeaningful Healthcare
Experience Design
Taylor & Francis
Taylor & Francis Group
http:// taylorandfrancis.com
Meaningful Healthcare
Experience Design
Improving Care for All Generations
Scott Goodwin
First published 2020
by Routledge
52 Vanderbilt Avenue, New York, NY 10017
and by Routledge
2 Park Square, Milton Park, Abingdon, Oxon, OX14 4RN
Routledge is an imprint of the Taylor & Francis Group, an informa business
© 2020 Scott Goodwin
The right of Scott Goodwin to be identified as author of this work has been asserted by him in accordance with
sections 77 and 78 of the Copyright, Designs and Patents Act 1988.
All rights reserved. No part of this book may be reprinted or reproduced or utilised in any form or by any electronic,
mechanical, or other means, now known or hereafter invented, including photocopying and recording, or in any
information storage or retrieval system, without permission in writing from the publishers.
Trademark notice: Product or corporate names may be trademarks or registered trademarks, and are used only for
identification and explanation without intent to infringe.
Library of Congress Cataloging-in-Publication Data
Names: Goodwin, Scott, author.
Title: Meaningful healthcare experience design : improving care for all
generations / Scott Goodwin.
Description: Boca Raton : Routledge, 2020. |
Identifiers: LCCN 2020002593 (print) | LCCN 2020002594 (ebook) |
ISBN 9781498726962 (hardback) | ISBN 9781315120317 (ebook)
Subjects: LCSH: Medical care—Quality control. | Meaning (Psychology) |
Medical personnel and patient.
Classification: LCC RA399.A1 G64 2020 (print) | LCC RA399.A1 (ebook) |
DDC 610.69/6—dc23
LC record available at https://lccn.loc.gov/2020002593
LC ebook record available at https://lccn.loc.gov/2020002594
ISBN: 978-1-4987-2696-2 (hbk)
ISBN: 978-1-315-12031-7 (ebk)
Typeset in Garamond
by codeMantra
To God for His mercy, grace and love to me in
my Lord and Savior, Jesus Christ, and
To my wife, BJ, for her love and support through the years.
Taylor & Francis
Taylor & Francis Group
http:// taylorandfrancis.com
Contents
Preface ........................................................................................................xi
Author ......................................................................................................xiii
Introduction .............................................................................................xv
SeCtion 1 MeAninGFUL HeALtHCARe eXPeRienCeS
1 Meaning in Life as Meaning in Healthcare ..................................3
Meaning in Life ...........................................................................................7
Meaning in Work ......................................................................................18
Meaning in Healthcare ..............................................................................20
Summary ...................................................................................................24
2 Meaningful Healthcare Experiences for People
Receiving Care .....................................................................25
3 Meaningful Healthcare Experiences for People
Delivering Care ..........................................................................31
4 Proxemics, Emotions, Power, and Generations in
Meaningful Healthcare Experiences ..........................................37
Proxemics and Meaningful Experience Design .......................................38
Emotions and Meaningful Experience Design.........................................41
Power and Meaningful Experience Design ..............................................45
Generations and Meaningful Experience Design ....................................48
Summary ...................................................................................................54
SeCtion 2 DeSiGninG MeAninGFUL HeALtHCARe eXPeRienCeS
5 A Healthcare Experience ...........................................................57
6 Healthcare Service Processes from a Sociotechnical
Perspective .................................................................................65
vii
viii ◾ Contents
7 The Three Value Streams of American
Healthcare Experiences ............................................................71
8 Organizational Process Value Stream ........................................81
9 The Value Stream of People Receiving Care ..............................87
10 The Value Stream of People Delivering Care .............................93
11 Meaningful Healthcare Experience Design Map .....................101
SeCtion 3 iMPLeMentinG MeAninGFUL HeALtHCARe
eXPeRienCe DeSiGn in oRGAniZAtionS
12 Meaningful Experience Design as the Foundation of
Healthcare Quality ...................................................................109
13 Aligning Organizational Structures for Meaningful
Experience Design ...................................................................115
Structure for People Receiving Care .......................................................116
Structure for People Delivering Care .....................................................118
Organizational Structure .........................................................................120
14 Introducing Meaningful Healthcare Experience
Design into Healthcare Organizations ....................................125
Step 1 – Senior Leadership Appoints a Small Taskforce to Explore
Meaningful Experience Design and to Develop a Proposal for
Leadership to Review and Approve .......................................................126
Step 2 – Integrate Organizational Structures to Support
Meaningful Experience Design ..............................................................127
Step 3 – Develop Training Materials for Meaningful
Experience Design ..................................................................................128
Description of the Overview of Meaningful Experience Design ......128
Meaning, Beliefs, Values, and Principles ............................................129
People Delivering Care .......................................................................129
People Receiving Care ........................................................................130
Organizational Processes and Process Improvements .......................130
Mapping Meaningful Experience Value Streams for
Design and Improvement ...................................................................130
Implementing Improvements ..............................................................132
Reporting on Improvements ...............................................................134
Step 4 – Identify Opportunities for Using Meaningful
Experience Design ..................................................................................135
Contents ◾ ix
Step 5 – Initiate the First Meaningful Experience Design Project.........135
Step 6 – Completion of the Initial Meaningful Experience
Design Project .........................................................................................136
Step 7 – Report on the Initial Project and Lessons Learned .................136
Step 8 – Improve the Meaningful Experience Design Methodology ....137
Step 9 – Train More Groups and Initiate New Design and
Improvement Projects .............................................................................137
Step 10 – Conduct Quarterly and Annual Reviews of the Program .....138
15 Orienting People Who Deliver Care to Meaningful
Experience Design ...................................................................139
16 Inviting People Who Receive Care into Meaningful
Experience Design ...................................................................145
17 Improving the Meaningfulness of Healthcare Experiences .....149
18 Meaningful Healthcare Experiences and the Ethics
Committee ................................................................................155
SeCtion 4 inSiGHtS into AMeRiCAn HeALtHCARe HiStoRY
19 The Historical Epochs of American Healthcare .......................165
Healthcare Free Trade Epoch: Prior to 1890s ........................................166
Healthcare Scientific Epoch 1890s–1920s ...............................................173
Healthcare Scarcity Epoch 1930s–1940s .................................................180
Healthcare Prosperity Epoch 1950s–1970s .............................................186
Healthcare Globalization Epoch 1980s–2000s .......................................190
Healthcare Sociotechnical Epoch 2010s–Present ...................................199
Summary of American Healthcare Epochs ............................................218
20 Ten Transitions from Twentieth-Century to Twenty-First-
Century American Healthcare .................................................221
Organizational Transitions: Twentieth-Century Bureaucratic
Hierarchy to Twenty-First-Century Complex System .............................230
Organizational Relationship Transition: Twentieth-Century
Transactional to Twenty-First-Century Emergent ...................................233
Organizational Leadership Transition: Twentieth-Century Control to
Twenty-First-Century Trust .....................................................................236
Organizational Innovation Transition: Twentieth-Century
Centralized to Twenty-First-Century Adaptive .......................................240
Process Transition: Production Method – Twentieth-Century
Craftsman to Twenty-First-Century Multidisciplinary Team ..................243
