Rsd3 human centring_mental_health_service_design_2014

Oikonen, Starkman, Yip, Jones • RSD3, October 16, 2014

Human-Centering a Mental Health Service System

Karen Oikonen, Adam Starkman, Jennifer Robinson, Andrea Yip, Peter JonesOCAD University, Strategic Foresight and Innovation RSD3 Presentation, October 16, 2014


MadisonFirst-Year Undergrad StudentBachelor of Fine Arts, Drawing & Painting

Oikonen, Starkman, Robinson, Yip, Jones • RSD3, October 16, 2014


OliviaSecond-Year Graduate StudentMaster of Fine Arts,Criticism & Curatorial Practice



A local intervention for a systemic challenge



The challenge of student mental health

•mentalhealthhasbecomeasignificant concern campuses across Canada •studentshaveconflictingdemands



66%Felt things were hopeless

38%Too depressed to function

95%Overwhelmed by what all they had to do

8%Intentionally self-injuring

73%Felt very lonely

9.5%Considered suicide



Research Team

Adam StarkmanStrategic Foresight

& Innovation Grad StudentResearcher

Karen OikonenStrategic Foresight

& Innovation Grad StudentResearcher

Jennifer RobinsonClinical Director

Health & Wellness Centre

Andrea YipResearch

CoordinatorHealth & Wellness

Centre

Peter JonesStrategic Foresight

& Innovation Professor,

Faculty Lead



A Human-Centered Design Study

1. Discovery & Research2. Design & Mapping3. Prototyping & Implementation



Problemfinding

•understandthestudentexperience•hearfromstudents•hearfromstaffintheHWC•hearfromexternalstakeholders



PRE-ARRIVAL ARRIVAL TRIAGE COUNSELING SESSION(S) LEAVE OR TRANSFER

HELPSEEKING

OnlineWebsiteEmailSocial media

Phone

“I need help”Identify need for help…I think/I’m told to see a counselorWanting to understand

Why am I here?Is this going to help?This sucksI hate paper workHow do I write how I feel?

Counseling Intake1. Urgent or non urgent2. Medical and/or Counseling3. Make a Plan

Is she going to think I’m crazy?Am I sick?I’m not the type of person to have to talk to someone about my problemsEmergency? Is client suicidal?

Waiting room

TalkFriends, staff,

relatives, faculty

ReferralHCP, staff,

faculty

We don’t judgeWhat is going on?Will someone judge me?Are they going to send me to the hospital?

New Client?

Doctor (GP)

Psychiatrist

Counselor

External referral

Leave

?

?Update chart

Registration1. Green2. Patient3. Privacy4. History

Approach front desk1. Welcome2. Assesssituation

1. Medical or Counseling

1. Medical and/or Counseling2. Appointment or Drop In

Non Urgent

Urgent

Appointmentreminder

Counselingsession

Switch counselor

Referral

Do not return

FOLLOW UP

Match to counselor(debrief)

Approach front desk1. Welcome2. Assesssituation

Book appointment

No shows and/orclients of concernfollowed up byrequest of HCP

WeaknessCourageFeel anxiousScared/nervous

ReliefFearConfusedFrustrated

RelievedWelcomingOverwhelmingMortified

FearfulUnsureConfusion

Harm to self or others?At risk of imminent danger?Does client need to be seen today?How soon can the client be seen?Can we provide client’s needs here?

FeelingTiredFrustratedRelieved

That was goodThat was awfulCrisis resolved?They sent me away

FrustrationNervous for unknownWanting reassuranceWanting support

Problem solvingFinallyMake client feel comfortableAddress the client’s needs

HeardCared forHopefulUnderstood

UpsetGood

Phew!CalmNervous

Was this helpful?Need more support?Did client follow through?Where have you been?

ScaredHappy

Exit Plan

STAGES

THINKING

ACTION

FEELING

NOTICEPeople look lost in building “I need to see someone today”

Waiting roomWayfinding

Same day

OutreachEvents, fairs

Help Seeking BehaviourReferral, Online, Talking, Phone, Outreach

Confirm HPCSwitch CounselorReceive ReferralDo not return

PROCESS

Speak withperson at front

Describe reasonfor visit

Complete PaperworkFind HWC Sit and Wait Answer Questions, Describe IssuesBook appointmentwith HCP or Front Desk

Receive reminder

Check in atfront desk

Sit andWait

Talk withCounselor

Initiate Contact

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CurrentServiceWorkflow



ARRIVAL TRIAGE LEAVE ORTRANSFER

FOLLOW-UPCOUNSELINGSESSIONS

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ARRIVAL TRIAGE COUNSELINGSESSIONS

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Initial observations


Oikonen, Starkman, Yip, Jones • RSD3, October 16, 2014Oikonen, Starkman, Robinson, Yip, Jones • RSD3, October 16, 2014


Sharp Centre for Design



Sharp Centre for Design

Health & WellnessCentre



Creating opportunity for dialogue



The Innovation Town Hall

1. Societal2. Institutional3. Psychological 4. Individual



•agrowingissue•systemic•hasfarrangingimpact•startsomewhere



•needforastrategy•acknowledgeneeds•provideresources•communityapproach



• isolation•stigmastillexists•diverseneeds• focusontheperson



•sharingisimportant•empowerment•story-telling•community & social media



Listening to lived experiences

•Opendialogues•Anonymoussurvey• Interviewswithstudents•Focusgroupswithstaff



Student Personas

Madison Olivia



Whatdidwelearn?






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Barriers to help-seeking

•Societyisfragmentedonmentalhealth•Stigma•Fear•Lackofinformation•Thejourneycanbecomplex





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Lack of awareness. Uncertainty. Isolation.





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Escalation




How might we design pre-arrival interventions to address the lack of awareness, uncertainty and isolation that characterize the student mental health experience?



Promotional Posters

#mentalhealth

HWC Pop-upswith supported

materials

Current State Higher State of Anxiety

Reduced State of Anxiety

Proposed New Interventions

BUILD GREATER FACILITATE BETTER CREATE INCREASED

Reimagined online portal wtih FAQs

Use of Facebook & Twitter

Resources for Tips & Strategies Mentorship

Peer-to-Peer Program

Group Workshops

LACK OF AWARENESS UNCERTAINTY ISOLATION ACCESS TO SERVICES

AWARENESS UNDERSTANDING CONNECTION ACCESS TO SERVICES

Welcome to the HWC

Handshake designed by Sam Garner from thenounproject.com





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Madison’sjourney

Promotional Posters

#mentalhealth


materials









Group Workshops



Welcome to the HWC




Promotional Posters

#mentalhealth


materials









Group Workshops



Welcome to the HWC




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Olivia’s journey



Promotional Posters

#mentalhealth


materials









Group Workshops



Welcome to the HWC




CLOSE YOUR EYES AND SLOWLY TAKE FIVE DEEP, BREATHS.You just practiced a deep breathing, self-care exercise!

#mentalhealth

Visit OCADU’s Health & Wellness Centre at our new location 240 Richmond St. West Oikonen, Starkman, Robinson, Yip, Jones • RSD3, October 16, 2014


Sappi Ideas That Matter Pop-Up for Mental Health Elements

OCADU: Oikonen & Starkman, Sappi Ideas that Matter Submission 4

Free-standingbanners

Free-standingbanners

Event & Promotional

Posters

StaffT-shirts

Mental Health Pop-Up.

CLOSE YOUR EYES AND SLOWLY TAKE FIVE DEEP, BREATHS.



Gaps&nextsteps



The male voice



Cultural diversity



NextSteps

•Addressingresearchgaps•Co-creatingthenewHealth&Wellnessspace•FundingtheMentalHealthPop-UP•Peer-to-peernetwork•Websiteportal• Integratethegigamap



Systemic implications

Local Intervention(tangibleexperiences)

Existing System(societial &

institutional)

SocializingChange



Thank you. Karen [email protected]

Adam Starkman adam@healthcaredialogues. com

Peter Jones [email protected]

Rsd3 human centring_mental_health_service_design_2014

Healthcare

Transcript of Rsd3 human centring_mental_health_service_design_2014