UPMC Service Design Presentation stage 3
-
Upload
melissa-cliver -
Category
Documents
-
view
215 -
download
0
description
Transcript of UPMC Service Design Presentation stage 3
![Page 1: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/1.jpg)
Generative PhaseResearch & Concepts for UPMC Presbyterian Neurosurgery Clinic
Carnegie Mellon School of Design with UPMC Center for Quality Improvement Service Design · Fall 2007
Melissa Cliver · Jamin Hegeman · Kip Lee Leanne Libert · Kara Tennant
![Page 2: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/2.jpg)
ConceptsEmbrace Wait TimeInform, engage, and comfort patients?
Improve WorkflowWhat if the staff has fewer tasks, less distraction, and better communication?
Balance KassamSupport his efforts to help patients, but also find time for himself and support his staff.
![Page 3: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/3.jpg)
Sharing our research, gaining their trust.
![Page 4: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/4.jpg)
Engaging the staff in the design process.
![Page 5: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/5.jpg)
New InsightsWorkflowMore staff relationship and workflow issues
Dr. KassamMore workflow disruption issues
PatientPatient experience off the radar
![Page 6: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/6.jpg)
“Embrace wait time.”Direction from Center for Quality Improvement & Innovation.
![Page 7: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/7.jpg)
We decided to continue to explore all three directions because we had valuable insights into each area.
![Page 8: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/8.jpg)
Concept Development
![Page 9: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/9.jpg)
We explored concepts for all three directions.
![Page 10: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/10.jpg)
Developing concepts helped us narrow our focus to patient experience.
![Page 11: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/11.jpg)
Why patient experience?Client nudging us that way
Client focusing on workflow
More physicians in the future will reduce strain on Dr. Kassam
No one focusing on the patient experience
![Page 12: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/12.jpg)
But, we didn’t know enough about the emotional experience.
![Page 13: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/13.jpg)
Clinic Visit #3
![Page 14: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/14.jpg)
They made workflow modifications.
![Page 15: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/15.jpg)
We implemented changes to affect the patient experience.
![Page 16: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/16.jpg)
A small change yielded good results.
![Page 17: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/17.jpg)
Because we involved the staff into our process, they really helped us gain access to patients.
![Page 18: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/18.jpg)
Experience Cards
Designed to engage patients and elicit ideas from them on what the experience could be.
![Page 19: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/19.jpg)
Eleven Exam Room Interviews“We’ll talk about anything to anyone. Entertain us.”
“The first time I came, my mom and cousin were in the waiting room for three hours. My mom finished a book. That was really hard for me.”
“Our town has one traffic light.”
“I come by myself now. I don’t bring my family anymore. I’m my own woman.”
“I’m about to get brain surgery. I don’t want to play checkers!”
![Page 20: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/20.jpg)
“You’re so nervous and so scared about the surgery, you can’t think of anything else.”
![Page 21: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/21.jpg)
“When you first get here, you’re in shock. You can’t read.”
![Page 22: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/22.jpg)
“If I wasn’t here, I’d be dead.”
![Page 23: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/23.jpg)
Dr. Kassam introduced us to his patients as “my colleages.”
![Page 24: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/24.jpg)
SynthesisWe highlighted key discoveries for each of the 11 patients we interviewed.
![Page 25: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/25.jpg)
New ConceptsWe then developed new concepts inspired by the patient discoveries.
![Page 26: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/26.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary ca
re visit
Diagnosis
First K
assam visit
Patient Journey
![Page 27: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/27.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary ca
re visit
Diagnosis
First K
assam visit
“If the patients are forewarned, they are forearmed.”
“I’m leaving everything up to you, because I can’t think.”
Information Needs
![Page 28: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/28.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary care visit
Diagnosis
First K
assam visit
“My last name is very hard to pronounce. But this upbeat girl, Diane, was really comforting and had a fun time calling me 117. ‘117 the doctor will see you shortly.’”
“We could have had several checkers games.”
“There is a lot going on here, and I would like to sit back and think.”
Waiting Needs
![Page 29: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/29.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary care visit
Diagnosis
First K
assam visit
“Where a lady named Diane went around every 15 minutes to give people in the waiting room updates.”
“If I wasn’t here, I’d be dead.”
“You’re so nervous and so scared about the surgery, you can’t think of anything else.”
Support Needs
![Page 30: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/30.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary care visit
Diagnosis
First K
assam visit
“Our town has one traffic light.”
“I don’t bring my family anymore. I’m my own woman.”
“The first time I came, my mom and cousin were in the waiting room for 3 hours. My mom finished a book. That was really hard for me.”
Emotions
![Page 31: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/31.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary ca
re visit
Diagnosis
First K
assam visit
patient emotions
patient support needs
patient waiting needs
patient info needs
family emotions
family support needs
family waiting needs
family info needs
Emotions
Support Needs
Waiting Needs
Information Needs
![Page 32: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/32.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary ca
re visit
Diagnosis
First K
assam visit
Emotions Curious Hopeful Feels bad about family waiting Confusion
Support Needs Emotional Support
Waiting Needs Distractions
Information Needs Schedule Valet Place to stay Wait time Sign-in process
Emotions
Support Needs
Waiting Needs
Information Needs
New Patient
![Page 33: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/33.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary ca
re visit
Diagnosis
First K
assam visit
Emotions Can’t think Overwhelmed Self-concerned Confusion
Support Needs Transportation Someone to collect info Someone to make arrangements Special treatment
Waiting Needs Quiet Wants to be alone
Information Needs Testing information Surgery info/procedure Reality: good/bad Wait time Sign-in process
Emotions
Support Needs
Waiting Needs
Information Needs
Pre-op Patient
![Page 34: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/34.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary ca
re visit
Diagnosis
First K
assam visit
Emotions Dazed Feels bad about family waiting Mixed feelings: laughing/crying Shock and relief
Support Needs Transportation Someone to collect information Physical care
Waiting Needs Distractions
Information Needs Possible symptoms of surgery Medical education Medical translation Schedule/other appointments Wait time
Emotions
Support Needs
Waiting Needs
Information Needs
Post-op Patient
![Page 35: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/35.jpg)
Detection
Pre-op visit
Surgery
Follo
w-up visit
Follo
w-up visit
Post-op visit
Primary ca
re visit
Diagnosis
First K
assam visit
Emotions Thankful Understanding Bored Blessed
Support Needs Transportation Physical care
Waiting Needs More engaging distractions Interactions
Information Needs Wait time Schedule/other appointments Do not want to repeat personal info
Emotions
Support Needs
Waiting Needs
Information Needs
Returning Patient
![Page 36: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/36.jpg)
Cost/Valuelow cost
high valuelow value
high cost
patient advocate
USB memory stick for patient records
video testimonials
Wall of Hope
closed-circuit TV to watch surgery
LCD screens for dynamic art
patient-use phone
patienttransportation
patient informationfor visually impaired
Kassam fact sheetnote-taking kit
mentor
Stages of Care suite of cards
clinic graduation certificate
calmingwater fountain
Neurosurgerycommon termsglossary
waiting room TVs
Kassam TV
computer kiosks
real-time wait tracker
food & drink cart
wheelchair withregular seating areascoat rack
wait room librarian
wait room food servers
partitioned waiting area
rotating museum artwork exhibits
no front desk
ambient music
![Page 37: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/37.jpg)
Concept DirectionPatient Experience
Emotional Needs
Information Needs
A system that ties them together
![Page 38: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/38.jpg)
Next StepsConcept validation
Concept refinement
OR visit
Kassam interview
Develop personas
![Page 39: UPMC Service Design Presentation stage 3](https://reader036.fdocuments.us/reader036/viewer/2022070506/568c52eb1a28ab4916b89e9f/html5/thumbnails/39.jpg)
Thanks!