Transforming healthcare experiences with human-centred service design
The King’s Fund estimates that the NHS has 1.6 million interactions with people every single day. This contact between citizens, patients, their circles of care, and staff, as well as the processes and systems enabling them, is driving the pursuit of modernised, accessible and higher-quality care by the NHS. But so far, multiple levels of structural reform have failed to provide the level of radical change required to sustain service levels