In 2000, England's National Health Service (NHS) began a ten-year plan to develop methods for patients to participate as equals in improving healthcare services. As part of this effort, Bate and Robert (both Medical School, U. College London) and a team of patients, family members, healthcare staff, healthcare providers, researchers, and designers recently researched existing frameworks and methods used in non-medical areas that could be applied to the design and development challenges facing the NHS. Coverage includes the concepts underlying the team's suggested new approach, "experience-based design" (EBD); the methods they used to draw the concepts together; testing of the new approach; and the effect and practical impact that EBD brings to healthcare customer satisfaction. For healthcare administrators, health and social policy makers, patient advocacy groups, and associated national organizations. Published by Radcliffe Publishing, UK; distributed in the US by BookMasters. Annotation ©2007 Book News, Inc., Portland, OR (booknews.com)