Jocelyn Cornwell, director of the Point of Care Foundation, asks whether empathy can be designed into services. She considers systems-based and design-based approaches.

She looks at a case study which demonstrates the importance of placing a focus on the aesthetics of care and looks at how empathy can become a cultural norm in health care systems.

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importance of placing a focus on the aesthetics

of care and looks  at how empathy

 can become a cultural norm 

in health care systems 
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Jocelyn Cornwell – Senior Fellow
Jocelyn directs the Point of Care Foundation and is a senior fellow at The King’s Fund. The mission of the Point of Care Foundation, building on work started at The Kings Fund in 2007, is to keep patients’ experience of care high on the agenda of policy-makers and boards, and to work with managers and frontline staff to improve the experiences of both staff and patients.

Can we design empathy into services?
She considered systems-based and design-based approaches, looking at a case study that demonstrates the importance of placing a focus on the aesthetics of care.

Slides
http://www.kingsfund.org.uk/sites/files/kf/media/jocelyn-cornwell-empathy-in-services-mar14.pdf