The unexpected job that every healthcare organization needs

The disconnect between what healthcare organizations think they’re providing and what patients experience is wildly discordant. It’s time for healthcare to elevate design to the C-suite.

So much in healthcare requires an individual to navigate complex systems, using unfamiliar tools while dealing with either mundane or stressful issues. How does a person who has a new condition, who may not understand the language of healthcare, and who may not have the resources to find appropriate care, even get started?

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