The ebd approach (experience based design)


The ebd approach (experience based design) is an exciting new way of bringing patients and staff together to share the role of improving care and re-designing services. It is being developed by the NHS Institute for Innovation and Improvement as a way of helping frontline NHS teams make the improvements their patients really want.

While leading global companies have used similar approaches for years, the ebd approach is very new for the NHS. Where it has been used in the health service, it is having amazing results -  delivering the sort of care that leave patients feeling safer, happier and more valued, and making staff feel more positive, rewarded and empowered.

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What you can do now to improve patient experience using the ebd approach

hands.jpgEBD_Guide50.jpgThe NHS Institute has now developed an introduction to the ebd approach, with a DVD which will show you how you can improve your patient’s experience. This resource can be ordered by clicking here.

EBD_Leaflet50.jpgThe ebd approach guidance and toolkit, which will support you to design your own health care services based on patient and staff experience is now available, you can order your copy now by clicking here

What’s special about the ebd approach?

People round a tableUsing experience to design better healthcare is unique in the way that it focuses so strongly on capturing and understanding patients', carers' and staff experiences of services; not just their views of the process like the speed and efficiency at which they travel through the system. Instead, this approach deliberately draws out the subjective, personal feelings a patient and carer experiences at crucial points in the care pathway. It does this by:
  • encouraging and supporting patients and carers to ‘tell their stories’.
  • using these stories to pinpoint those parts of the care pathway where the users’ experience is most powerfully shaped (the ‘touchpoints’).
  • working with patients, carers and frontline staff to redesign these experiences rather than just systems and processes.

Concept and case studies

The ebd approach – concepts and case studies book, published in January 2010, introduces the concepts that make up experience based design (ebd) and explains the ebd approach. It will inspire you to consider how, by learning more about patient, carer and staff experiences, you can improve services in your workplace and your own personal practice. One department, using the ebd approach made over forty significant changes resulting in improvements to quality, cost, patient dignity and safety. This resource can be ordered by clicking here.

There are also case studies available here.

Contact us

You can contact us by email at theebdapproach@institute.nhs.uk

Sheelagh Wren "We're working as equals alongside staff, sharing ideas and finding commonsense solutions"
Sheelagh Wren

Carole Glover "EBD has prompted me to act on some of the things we've wanted to do for ages"
Carole Glover
Clinical Nurse Specialist

John Pickles "It's the way patients feel at certain points of their care that leads us to the hard improvements"
John Pickles
Consultant Otolaryngologist