IDEO created a video, shot from the perspective of a patient who goes to the emergency room for a leg fracture. In the video, we see what the patient sees. We are the patient. We come in through the door to the ER—we hunt around for check-in instructions and interact with the admissions people, who are speaking in a foreign medical tongue. Eventually, we are laid on a gurney and wheeled through the hospital. We see long stretches of the hospital ceiling. We hear disembodied voices, because we can’t see the person addressing us. Every now and then, someone pokes his or her head into our field
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