The Institute for Healthcare Improvement’s Triple Aim framework represents an approach to optimizing a health system’s performance by focusing on improving the patient experience of care, improving the health of populations, and reducing healthcare costs. As the US healthcare system undergoes substantial reformation and a shift from fee-for-service payment to value-based models, an approach that emphasizes the co-production of healthcare, our healthcare system must work in concert with the Triple Aim to improve the health experience for patients across multiple environments. Co-production in healthcare means that patients contribute to the provision of health services as partners of professional providers. To highlight how the current healthcare model failed a patient by delaying diagnosis and subsequent care, thus causing undue suffering, the personal experience of one of the author’s children is reported as a narrative. The purpose of communicating this patient experience is to: 1) remind healthcare providers about the importance of not only listening, but hearing the patient and their parent’s concerns; 2) readily admit when a patient’s clinical presentation falls outside of their expertise; and 3) co-produce healthcare by working with the patient and their family. This patient experience serves to reinforce the commitment to co-produce health with patients and their families in a manner that emphasizes the value of care.

Experience Framework

This article is associated with the Innovation & Technology lens of The Beryl Institute Experience Framework. (http://bit.ly/ExperienceFramework)