Not every health system is committed to disrupting the status quo, but UPMC has made a point of doing just that. One example is a commitment to co-design, a methodology that treats care delivery as a complete experience from the patient’s point of view. UPMC is using the patient experience as a catalyst to drive transformational change.

From that first call to the doctor’s office to the appointment and hospital and then back home again, the methodology combines technologies to support process and system improvement. Scalable and customizable, this new “operating system” is now in place at many UPMC facilities and offices.