UPMC Service Design Presentation stage 3
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Generative Phase Research & 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
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Research & 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 Balance Kassam Support his efforts to help patients, but also find time for himself and support his staff. Embrace Wait Time Inform, engage, and comfort patients? Improve Workflow What if the staff has fewer tasks, less distraction, and better communication?
Transcript of UPMC Service Design Presentation stage 3
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
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.
Sharing our research, gaining their trust.
Engaging the staff in the design process.
New InsightsWorkflowMore staff relationship and workflow issues
Dr. KassamMore workflow disruption issues
PatientPatient experience off the radar
“Embrace wait time.”Direction from Center for Quality Improvement & Innovation.
We decided to continue to explore all three directions because we had valuable insights into each area.
Concept Development
We explored concepts for all three directions.
Developing concepts helped us narrow our focus to patient experience.
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
But, we didn’t know enough about the emotional experience.
Clinic Visit #3
They made workflow modifications.
We implemented changes to affect the patient experience.
A small change yielded good results.
Because we involved the staff into our process, they really helped us gain access to patients.
Experience Cards
Designed to engage patients and elicit ideas from them on what the experience could be.
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!”
“You’re so nervous and so scared about the surgery, you can’t think of anything else.”
“When you first get here, you’re in shock. You can’t read.”
“If I wasn’t here, I’d be dead.”
Dr. Kassam introduced us to his patients as “my colleages.”
SynthesisWe highlighted key discoveries for each of the 11 patients we interviewed.
New ConceptsWe then developed new concepts inspired by the patient discoveries.
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
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
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
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
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
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
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
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
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
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
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
Concept DirectionPatient Experience
Emotional Needs
Information Needs
A system that ties them together
Next StepsConcept validation
Concept refinement
OR visit
Kassam interview
Develop personas
Thanks!
