Can usability heuristics be used to evaluate patient experience?

Jillian Ketterer — Wed, 02 Jun 2010 20:03:30 +0000

I don't remember when I first learned about the concept of "usability", but I haven't been able to let go of it ever since. Usability is basically the ease with which something can be used to serve the intended purpose. For example, a usable website is one that gets you the information you want in an efficient, simple manner. A door knob is usable if it turns easily and opens the door. Systems and processes can also be examined with a usability lens - did the customer have to wait long at the register? Did the automated phone system eventually lead you to a person to address your question?

Perfecting patient care

Kathleen Rose — Mon, 04 Jan 2010 21:30:37 +0000

Since my last post referred to people who make healthcare better, a post on "Perfecting Patient Care" seemed appropriate. I recently made a short field trip across the great state of PA to Pittsburgh, where I learned you cannot hail a cab easily, but you can find the dedicated staff at the Jewish Healthcare Foundation (JHF) and Pittsburgh Regional Health Initiative (PRHI) doing their best to address patient safety and quality improvement, often in one patient care setting at a time.

Resilient Ambassadors of Change » quality improvement

Can usability heuristics be used to evaluate patient experience?

Perfecting patient care