This is one of the most frustrating aspects of working in healthcare UX. I often write about creating products for clinicians or to improve some business objective. Rarely do I receive the opportunity to design patient-facing experiences. Patients are almost always secondary users in my work — like second-class citizens. It’s the equivalent of trickle-down theory in economics. We hope that building better tools for clinicians translates and trickles down to a better patient experience. While we may moderately improve the patient experience in this way, we certainly are not making the impact we could if we elevated the patients from second-class citizens to first priority.
Nice article and I’m glad someone else is taking note of this issue.