Service Design in Healthcare Finland

London Oslo Rotterdam São Paulowww.liveworkstudio.com

Hello!

Helsinki

Livework © 2016 1 May 2023

@nuriasolsona @alexnisbett


Different!

Helsinki


15 years of creativity and impactSince 2001 Livework has worked on over 1000 projects for more than 300 global brands, startups and public sector organisations.

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1 May 2023Livework © 2015

Foto: Patrick Doheny

Service design

in HealthcareService design

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SOME OF WHAT’S BEEN HAPPENING IN HEALTHCARE AT LIVEWORK OVER THE YEARSSocial networks for Dimentia sufferers in Drammen, NorwayServices for MS sufferers, UKFamily centred care commissioning in UKService models for Healthbox lab equipment, UKStrategy for Laerdal, Medical equipment manufacturer, NorwayServices for Type 2 Diabetes sufferers for Commercial drug co.Improving adherence to complex Hep C treatmentsRehabilitation process for Kysthospitalet hospital, DenmarkBABY! From conception to early years

for Department of Health, UKDigital mental wellbeing for NHS / London boroughPatient information software for physiotherapists, NorwayVision for elderly care, 2025, Oslo cityChanging schools for children with ADHD, NorwayReducing DNAs in UK GP surgeriesStrategy for identifying high risk patients, Akurshus University HospitalCancer treatment selection tool, NorwayNew blood sample ‘queuing system’, OsloAnd many more…

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We’re having a baby! – Department of Health

Missed appointments – Commercial drug co.

Digital Mental Wellbeing – London CCG

Senior homes – Municipality of Oslo

1. QUICK CASES


Designing for a major life transition

We’re having a baby!DEPARTMENT OF HEALTH

Helsinki



1. Search for the truth

FROM HEALTHCARE PROFESSIONALS

“It’s like being a detective!”On the part of the midwife, there is a need for a continuous effort in building the trust of mum to allow her ‘real’ story to reveal itself.

EXAMPLE INSIGHT

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3. Taking control

“We don’t really know how it’s supposed to work”Many families feel they lack control, they need support and information to help make the right decisions now, to better prepare them for later.

FROM FAMILIES

EXAMPLE INSIGHT

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The 4 prototypes

1. PREGNANCY OVERVIEW 2. DIGITAL MATERNITY RECORD

3. CHARACTERISTIC CARDS 4. MYTH BUSTER QUIZLivework © 2015

Bekky

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Mums1. Pregnancy overview

OverallMums were very positive about the pregnancy overview, appreciating ‘everything in one place’, the variety of content and the ability to zoom in and out of the pregnancy timeline.“All in one, useful for partners too. Don’t need to use google”

Positives“Everything in one place” was the main benefit mums saw in this prototype, plus the ability to see what was coming next using it as a diary so that they could plan and prepare.It was seen as a practical replacement for printed material ‘Those leaflets, you’re guaranteed to lose them.”

Knowing WHO you’re going to see as well as WHEN is also very useful, plus tips on what to pack in your hospital bag, and the videos, which are especially attractive to younger people.Mums see all sorts of possibilities for additions…“I would find it useful to have a reminder 'pop up' to do pelvic floor exercises as kept forgetting and now have slight bladder control issues!”

Having up to date phone numbers for the midwife and maternity unit especially useful as these can change, plus all information contained is useful in an emergency or if mums go into labour early. “I wouldn’t have to carry my notes everywhere I go and if an emergency occurred I could quickly show anyone around this page [personal preferences] on my phone as I always have that with me and not my maternity notes.”

NegativesNone to speak of, except for reassurance needed over privacy and security of information.Note. There’s something about the interactivity making it more appealing than books and websites, which surely much include all this info already.

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Sustained impact…Influencing policy via the NHS maternity reviewInforming the design of national services e.g. NHS.UKThe lasting impact of bringing teams together (Public Health England, NHS Business Services Authority) informing Healthy Start and maternity exemptions. A model for a new way of working.

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NEXT STEPS


Surgery approach

Missed appointments campaignCOMMERCIAL DRUG CO.

Helsinki



DNAs = Missed appointments

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Not attended or cancelled (in time)Average across UK 7%More than 12m missedCosts over €200m a yearTechnology not the only solution

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19 Practice staff

4 Doctors

2 Nurses, 1 Nurse Practictioner

2 Health care assistants

10 Receptionists/Admin Staff

Rochdale

Co-created toolkit

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Booklet New policy Booking script

Posters

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Understading patients

Surgery principles

Making a commitment

Monitoring

Co-created toolkit

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Data before and after intervention

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Results so far

Based on these early results, potential savings of around €38m a year.

Now, we’re developing a pilot to refine and test over 10 surgeries

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”We’re going to carry on running workshops!“

Feedback


The trouble with LondonersNHS / PHE London

Helsinki


Digital mental wellbeing


“At times I am not able to cope.”We met with Londoners in their homes, heard their stories and tried to understand their experiences, needs, and aspirations. This helped them to engage with their experiences, connect with others and consider helpful information and services.

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The stakeholder journey Through collaboration with Londoners, experts and stakeholders we understood the key challenges and opportunities and co-designed service solutions. We then worked together to understand when and how users would interact with key touch points, and how to design and validate a service ecosystem that meets Londoner’s needs.

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Centralised and distributedThe future of mental wellbeing services is a rich ecosystem of centralised and distributed services that provides access to peer-to-peer connection, quality information and services, and safe online spaces.

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“We didn’t expect a design company to have healthcare expertise.”

Louise Philips, Tower Hamlets CCG

THIS EVENING



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1 May 2023Livework © 2015

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A 2025 vision for elderly careLiving at home longerCITY OF OSLO NURSING HOME AGENCY

@nuriasolsona

@alexnisbett

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Current healthcare services are not economically

sustainable in the future.

This future is already upon us in 2017.

TargetThe citizens of Oslo should live as long as possible in their own home, with a high quality of life and minimal use of publicly financed services.

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Four Patient ExperiencesTesting four different patient experiences

WELCOME ACCURATE START ADVICE AND GUIDE RETURNING HOME

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Estimated EffectPILOT

21 users in pilot II.

Estimated effect is not hypothetical, but realised in 2015/16

Cost reduction by running pilot:

€ 240,830 Average cost reduction per user:€11,365 Annual # of users in health house: 4,500

Estimated annual cost reduction:

€51.4 million

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CONTACT

www.liveworkstudio.com

Paula [email protected]+358 (0) 50 4026992

Kiitos!Alex [email protected]

+44 (0) 7860 564414

#Liveworking

Nuria [email protected]+358 (0) 41 7438831

Helsinki


Service Design in Healthcare Finland

Healthcare

Transcript of Service Design in Healthcare Finland