Service Design in Surgery

Do you sometimes worry that the real opportunities lie outside of your expert field of view?


‘It doesn’t matter if you’re 65 years old but wear Nike’s to look 30 – when you get into the operating theatre we can truly see how old you are physiologically. We can understand everything in here.’, the anaesthetist tells us. ‘The only problem is, we cannot influence what goes on beyond these four walls’.


Problem: Experts often have the ‘curse of knowledge’ (when expertise brings blindness to the opportunity), and this is a typical blind spot in healthcare design. At best it leads to inefficiency, at worst missing the Black Swan that can change everything. Manufacturers of the surgery kit have what goes on in the theatre covered. But beyond the walls and doors of recovery units, knowledge was vague.


Cure: Across surgical environments we were tasked with showing a 360 degree patient journey. By taking every step, lie, walk, chair and trolley along the patient journey (with our client by our side), we uncovered fresh areas outside of normal scope that impacted critically on clinical outcomes.


Result: We empowered the client to focus on a new service to improve outcomes, and also move from the comfort zone of their existing expertise to a space where they could truly add value.


If you want to understand more about how outcomes were improved by service design, contact ANATOMY.