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[Music] hey i'm hannah and i work for a human centered design company called belvista studios i am going to be talking about our human centered design for healthcare activities there are 10 activities that will help you to better serve your patients and improve your healthcare service so each of these activities are human centered design focused it will help you empathize with your patients understand their context and improve your service or design a service that meets their needs and expectations so you can download the human centered design for healthcare activities mindmap by checking out the link below check it out click the click gives you the 10 activities and instructions on how to complete each of those activities what i'm going to do in this video is i'm going to focus on patient surveys and give you a little bit of insight into how you could do patient surveys within your service so patient surveys enable you to gain insights from your patients what you're going to do is you're going to create a survey for them in the mind map and activities mind map that's in the link in the description below we have listed out the questions that we recommend that you ask your patients that will give you really great insights the first question is around their experience and how they felt so you want to find out did they feel confused did they feel frustrated did they feel uncared for at any point during your service and if so you want to find out why so that you can begin to understand why that happened why they had that experience and what you could potentially do to improve that in the future something else is you want to find out whether at the end of their experience with you were they were they clear on their next steps of their health journey so did everything make sense to them and do they know what they need to do next so basically did your service do what it needed to do to help them to continue on their health journey and impact their lives in a positive way if no you want to find out why so if they're not sure why what information were they expecting to get or what do they think they would need to know to understand what to do next in their health journey so you would gather feedback from a minimum of five patients and once you have this feedback and so it's like the answers to the questions that you've put in the survey you would go through and look through for improvement so is there anything that you can see from the feedback that you've received from patients that is like a clear we need to make a change here we need to do something differently because everyone seems to get confused at this point or is there a certain feedback where you're like oh...