People Centred Healthcare Service Delivery: by People for People - Sengupta, Khanna
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1 People Centred Healthcare Service Delivery - By People for People Sanya Khanna & Shaon Sengupta, Philips Design ServDes ‘16
Transcript of People Centred Healthcare Service Delivery: by People for People - Sengupta, Khanna
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People Centred Healthcare Service Delivery - By People for People
Sanya Khanna & Shaon Sengupta, Philips Design
ServDes ‘16
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At Philips, we believe that the power of innovation can bring affordable and sustainable healthcare to the underserved and vulnerable people in the
world
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Today, billions of people do not have access to healthcare…
All emerging geographies have similar healthcare infrastructure and face similar challenges
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What are these underlying challenges to providing affordable & accessible care in Emerging Markets?
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Key Challenges in Emerging Markets • Overburdened healthcare systems in these markets • Lack of qualified personnel • Lack of investment in trusted community-based primary care
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Healthcare Gaps in Emerging Geographies
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The Care Continuum:
Continuum of Care & Primary Care
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Interviews & shadowing Design Probes & concept evaluation
Workflow Validation, patient journey & clinical pathway
Methodology: Qualitative research (fieldwork) for insight gathering
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Personas, clinical pathway, care journey & experience flows
Methodology: Synthesis & Opportunity Mapping
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Methods and Process: Consolidation Workshop
• Need Identification • Gap Analysis and cross-regional similarities & differentiation • Translation of needs into challenges and opportunities • Prioritization of opportunities • Concept generation and scenario planning • New business models
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Home
ExternalLaborSpecial
CareClinic
MCH
Referral
Registra6on&Billing
1minregistra6on
Laboratory
90-120minwai6ng,sampleandlabtest
Vaccina6on
2minsconsulta6on
Consulta6on
45-90minswai6ng
(Triage&)Wai6ng Pharmacy
5-10mins
Out Patient Department Workflow
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Needs / Bottlenecks Opportunities / Directions
Data collection bottlenecks across stages of screening & treatment (Registration/triage/consultation. etc.)
High throughput, limited time with the patient and too much data collection that it is hardly used by clinical users
Inaccurate triaging ( or no triaging) that creates queuing issues and long waits
Lack of presence of clinical staff and guidance to patient after the consultation- resulting in low compliance and poor referral completion
Lack of holistic view and understanding about the health issues of the community
New distribution model of data collection pre-consultations, during visit and post consultation
Simplified, limited and effective data collection in the consultation that follows the practice logic and time constraints
Pre assessment and triage prior to arrival to the unit to ensure more timely and effective visit
Extended care and communication after consultation to ensure successful referral and higher compliance
Ongoing, pro-active and thorough data collection via community health workers and patients with apps and devices
13Imagesource:hPp://www.who.int/workforcealliance/forum/2013/ASIA_CHANDRA_01fullsize.jpg?ua=1
Care Model
CHW – Community Health Worker CHV –Community Health Volunteer
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Empowering CHWs/CHV to provide care across the continuum
CHW Patient/Community
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Empowering CHWs to provide care across the continuum
WHAT
HOW
VALUE
Benefits, Tools and Outcomes…
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Key Experience Drivers of a Service Delivery Model…
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Powersupplycannotalwaysbereliedupon-Ng’enda,Kenya
Thank you. Questions?
Sanya Khanna [email protected]
Shaon Sengupta [email protected]
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