Experience Based Design (EBD) is a new way to bring about improvements in healthcare services by being user-focussed. Facilities healthcare professionals carers family and friends are all involved in the patient experience and systems and policies need to adapt to take this into consideration. By exploring the underlying concepts methods and practices of EBD this exciting guide offers a unique approach to healthcare customer satisfaction. It offers recommendations for the future and many interesting points for discussion. It will be of great interest to health and social care management particularly directors of service improvement in hospitals and directors of nursing health and social care policy makers and shapers and quality improvement and organisational development specialists in healthcare. Patient groups and national organisations too will find the book inspirational. 'Can you imagine what it would be like if we moved from a health service that does things to and for its patients to one which is patient-led? Where the service has been specifically designed by patients and staff together so that it provides the best experiences you could hope for. This compelling book illustrates a new approach to redesigning health systems so that they truly meet the needs of patients and staff the very people who are experiencing them. This is a must for all health care staff.' Lynne Maher