Patient-centred design of healthcare services: Meaningful events as basis for patient experiences of families

Petri Mannonen*, Johanna Kaipio, Mika P. Nieminen

*Corresponding author for this work

Research output: Chapter in Book/Report/Conference proceedingConference article in proceedingsScientificpeer-review

7 Citations (Scopus)
217 Downloads (Pure)


Patient experience has become a crucial part of the quality of any healthcare service. Experiences and their structures are not however trivial phenomena that are easy to describe and model. Instead, subjective and dynamic experiences seem to escape definitions and measurements. In order to map the dimensions and dynamics of patient experiences of families, i.e. experiences in families where one or more children are or have been seriously ill, we conducted in depth interviews with 17 parents. Both the interview structure and analysis were based on the technology as experience framework, which states that products and services are not just used but lived with. The results of our study describe patient experiences that are rich and complex yet structurally similar in their manifestations and development. Event-based and situational patient experience emerges through meaningful events relating to the patient's illness. The experiences evolve through new events as well as patient's reflections on past events and in the framing of the current situation. The presented situational patient experience model can be utilized to evaluate and design healthcare services.

Original languageEnglish
Title of host publicationBuilding Capacity for Health Informatics in the Future
PublisherIOS Press
Number of pages5
ISBN (Electronic)978-161-499-741-2
Publication statusPublished - 2017
MoE publication typeA4 Conference publication
EventInformation Technology and Communications in Health - Inn at Laurel Point, Victoria, Canada
Duration: 16 Feb 201719 Feb 2017

Publication series

NameStudies in Health Technology and Informatics
ISSN (Print)0926-9630
ISSN (Electronic)1879-8365


ConferenceInformation Technology and Communications in Health
Abbreviated titleITCH


  • experience-based design
  • interview
  • Patient experience


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