TALK: Don’t Forget the Humans!
Friday, August 27th
Don’t Forget the Humans! This is the mantra in world of healthcare, and over and over again we hear that “patient-centered care” is the perfect desired state. But what about all those other humans in the system? What about the nurses, pharmacists, doctors, transporters and business people? Designing and planning your business for just one type of human not only alienates others, but it actually could be the reason for design failure and solutions that don’t sustain the tests of time.
Our group at Kaiser designs for the humans in our system; we optimize the experience of our patients and clinicians so that the system serves them and their needs, and brings as much joy to their interaction that is, well…. as humanly possible.
Chris McCarthy is the Director of the Innovation Learning Network (ILN) and an Innovation Specialist with Kaiser Permanente’s Innovation Consultancy (IC). He has been with Kaiser Permanente since 1997, in various roles from implementing electronic health records to redesigning the medication administration and shift change experiences. In 2003, Chris partnered with IDEO to learn and import methods of “design thinking” into Kaiser Permanente, and has co-led several multiregional innovation projects which have since been implemented in dozens of KP and non-KP hospitals.
Chris also directs a network of healthcare innovators who share design techniques and prototypes to speed learning and deepen inter-organization collaboration. Members include: CIMIT/Partners, US Department of Veterans Affairs, Indian Health Service, Via Christi, Ascension Health, and HealthTech to name a few.
Chris has a master’s in business administration from Rensselaer Polytechnic Institute (Troy, NY)/Copenhagen Business School (Denmark), and a master’s in public health in Health Policy from the University of Massachusetts at Amherst. In his spare time, he runs marathons, has taken up piano (again), and goes to way too many movies.