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W21C Patient Safety Podcast

This podcast is about patient safety and quality improvement in healthcare, and is produced with the support of W21C - a research and innovation centre in the Cumming School of Medicine at the University of Calgary, Canada. Please visit and to reach us. Email

Jan 17, 2014

In this episode Dr. Claudia Steinke introduces elements of service design that can help empower patients in the healthcare system, especially within emergency departments. 

After listening to this podcast, listeners will be able to:
  •  Describe the benefits of looking to the fields of service management, business, and architecture to design healthcare services
  • Discuss how physical design can facilitate service quality, patient satisfaction, and patient empowerment
  • Consider how empowering patients can lead them to take ownership of their individual health and well-being

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