Post on 12-Apr-2017
transcript
Designing within a hospital system
Moderator: Katie McCurdy, Healthcare UX Consultant
Lenny Naar – HELIX Centre, St. Mary’s Hospital, London
Nick Dawson – Sibley HUB at Johns Hopkins Sibley Memorial, D.C.
Matt Van Der Tuyn – Penn Medicine Center for Health Care Innovation, Philly
Jeremy Beaudry – University of Vermont Medical Center, Burlington VT
Professor the Lord Ara Darzi Director
Paul Thompson Director
Stephanie Somerville Operations Director
Dominic King Clinical Lead
Maja Kecman Design Lead
Gianpaolo Fusari Senior Designer
Matt Harrison Senior Designer
Chris Natt Junior Designer
Lenny Naar Design Strategist
Ifung Lu Senior Designer
Ivor Williams Senior Designer
Anne Nazemetz Business Development
Matt Prime Clinical Research Fellow
Hannah Patel Health Policy
Sarah Huf Clinical Research Fellow
Mobile
Mobile Data-driven
Mobile Data-driven Unparalleled access
Why is healthcare stuck?
PLASTIC SURGERY
Anatomic Area
Organ SystemAnatomic Area
Organ System Patient GroupAnatomic Area
Plastic surgery is a unique specialty that defies definition;
it has no organ system of its own,and is based on principles
rather than specific procedures.
Plastic Surgery International Volume 2012 (2012), Article ID 962169
Nikhil Panse, Smita Panse, Priya Kulkarni, Rajendra Dhongde, and Parag Sahasrabudhe
People think designers do tummy tucks and face lifts
INDUSTRIAL DESIGN
VISUAL DESIGN
SERVICE DESIGN
DESIGN FORBEHAVIOUR CHANGE
INTERACTION DESIGN
GRAPHICDESIGN
SYSTEMS/TECHNOLOGYDESIGN
ENVIRONMENTDESIGN
UX DESIGN
INDUSTRIAL DESIGN
VISUAL DESIGN
SERVICE DESIGN
DESIGN FORBEHAVIOUR CHANGE
INTERACTION DESIGN
GRAPHICDESIGN
SYSTEMS/TECHNOLOGYDESIGN
ENVIRONMENTDESIGN
UX DESIGN
INDUSTRIAL DESIGN
VISUAL DESIGN
SERVICE DESIGN
DESIGN FORBEHAVIOUR CHANGE
INTERACTION DESIGN
GRAPHICDESIGN
SYSTEMS/TECHNOLOGYDESIGN
ENVIRONMENTDESIGN
UX DESIGN
INDUSTRIAL DESIGN
VISUAL DESIGN
SERVICE DESIGN
DESIGN FORBEHAVIOUR CHANGE
INTERACTION DESIGN
GRAPHICDESIGN
SYSTEMS/TECHNOLOGYDESIGN
ENVIRONMENTDESIGN
UX DESIGN
INDUSTRIAL DESIGN
VISUAL DESIGN
SERVICE DESIGN
DESIGN FORBEHAVIOUR CHANGE
INTERACTION DESIGN
GRAPHICDESIGN
SYSTEMS/TECHNOLOGYDESIGN
ENVIRONMENTDESIGN
UX DESIGN
INDUSTRIAL DESIGN
VISUAL DESIGN
SERVICE DESIGN
DESIGN FORBEHAVIOUR CHANGE
INTERACTION DESIGN
GRAPHICDESIGN
SYSTEMS/TECHNOLOGYDESIGN
ENVIRONMENTDESIGN
UX DESIGN
228%
D.INDEX
S&P INDEX
Dec 2013Jun 2003
$39,922.89
$17,522.15
$40K
$5K
$25K
$15K
Design-Driven Companies Outperform S&P By 228% Over Ten Years—The ‘Dmi Design Value Index' Design Management Institute, Michael Westcott, 10 March 2014
Design-Driven Companies Outperform S&P By 228% Over Ten Years—The ‘Dmi Design Value Index' Design Management Institute, Michael Westcott, 10 March 2014
228%
D.INDEX
S&P INDEX
Dec 2013Jun 2003
$39,922.89
$17,522.15
$40K
$5K
$25K
$15K
Is healthcare a creative industry?
Human beings make mistakes because the systems, tasks and processes they
work in are poorly designed.
Professor Lucian Leape Harvard School of Public Health
Asthma
Bowel Cancer
Patient Experience
End of Life Care
Discharge
Enhanced RecoveryLimb Rehabilitation
Childhood Obesity
Engaging kids in managing asthma
5.5m Asthma sufferers in
the UK
75% Asthma hospital admissions are
avoidable
90% Deaths due to
asthma are avoidable
£1bn Cost to NHS for
asthma treatment
@helixcentre
MILD
MODERATE
SEVERE
CONTROLLED PARTLY CONTROLLED
POORLY CONTROLLED
@helixcentre
MILD
MODERATE
SEVERE
CONTROLLED PARTLY CONTROLLED
POORLY CONTROLLED
@helixcentre
2/3 people do not fill in their Asthma
Action Plan
@helixcentre
@helixcentre
@helixcentre
@helixcentre
29
Floot
@helixcentre
helixcentre.com @helixcentre
@lennynaar
building a culture of design at Johns Hopkins
the process: careideatemake
The Hub exists to envision what healthcare will
look and feel like in 5 years and to
make that vision real today.
The Hub focuses on projects which
improve patient care, empower
and engage staff, and improve
clinical quality.
The Hub works openly and always
engages patients as equal
stakeholders in the design
process.
1
Senior Focused Transition
A NICHE Project
Matt Brown, MSN, RN-BC Suzanne Dutton, MSN, RN, GNP-BC September 2015
A NICHE Project
# 16: How often did the hospital staff tell you what the medicine was for?
69.9
44
71
92.3
0
20
40
60
80
100
65-79 80+
6East % that answered always
6E 2014 6E Post SFT
Age Range in Years
Accelerating Ideas to Transform Health Care
Who are these designers?
How might we enable a culture of innovation across our organization?
Explore “It might work”
Scale “It does work”
Sustain “How we work”
PHASE 1 PHASE 2 PHASE 3
Innovation Accelerator Program
3 months later
2x Increase in show-rate
for follow-up care
4x Increase in eye-exam
screening rates
40% Decrease in
ED visits
Designing for rapid validation § Divergent exploration § De-risking assumptions § Evidence based learning
What is the role of the designer?
Design for Accelerating Platforms Providing the knowledge, tools, resources
& rewards to encourage and catalyze others to reimagine care delivery.
Thank you.
DESIGN IS CULTURE Panel Discussion: “Designing within a healthcare system: challenges and strategies” HxRefactored Conference April 5, 2016 Jeremy Beaudry Experience Design Strategist @jeremybeaudry
SOME MIGHT SAY our healthcare systems are complex
“Your New Health Care System”, U.S. Joint Economic Commi=ee, Republican Staff
DESIGN ♥ HEALTHCARE a whole lotta wicked problems (job security!)
Kaiser Permanente InnovaFon Consultancy
OOPS, I ACCIDENTALLY BROKE YOUR STRATEGY what designers do bumps up against organizational strategy and culture so let’s be intentional (er, strategic) about our impact in that space
ORGANIZATIONAL CULTURE is for the grown-ups
Herman Miller’s Office Cubicle (source: Ge=y Images)
ORGANIZATIONAL CULTURE “the way things are done around here”
ARTEFACTS
VALUES
UNDERLYING ASSUMPTIONS
“OrganizaFonal culture and quality of healthcare,” HTO Davies et al.
ORGANIZATIONAL CULTURE “the way things are done around here”
ARTEFACTS VALUES
UNDERLYING ASSUMPTIONS
ORGANIZATIONAL CULTURE in healthcare systems
ORGANIZATIONAL CULTURE in healthcare systems
ARTEFACTS VALUES
UNDERLYING ASSUMPTIONS
ORGANIZATIONAL CULTURE in healthcare systems
ARTEFACTS VALUES
UNDERLYING ASSUMPTIONS
ORGANIZATIONAL CULTURE in healthcare systems
ARTEFACTS VALUES
UNDERLYING ASSUMPTIONS
CHANGE IS GONNA COME from within or without, by carrot or by stick
DESIGN IS CULTURE
Expressed by
Using non-verbal modelling media Visual thinking and visualization
Visual
Seeing constraints as opportunities Brainstorming, thinking outside of the box Divergent thinking
Design Values
Generative, solutions-focused, optimistic
Action-oriented and experimental Learn by doing Making, prototyping Iteration Enacting
Empathic
Reflective
Integrative thinking
Collaborative
Talking to and listening to people Understanding the experiences of people
Self awareness, evaluation, learning
Systems thinking Synthesis and sensemaking Employing abductive reasoning Informed Intuition
Interdisciplinary Co-creative Inclusive and participatory
Expressed by
Seeing constraints as opportunities Brainstorming, thinking outside of the box Divergent thinking
Design Values
Generative, solutions-focused, optimistic
Action-oriented and experimental Learn by doing Making, prototyping Iteration Enacting
Empathic
Reflective
Integrative thinking Systems thinking
Talking to and listening to people Understanding the experiences of people
Self awareness, evaluation, learning
Synthesis and sensemaking Employing abductive reasoning Informed Intuition
Collaborative Interdisciplinary Co-creative Inclusive and participatory
Using non-verbal modelling media Visual thinking and visualization
Visual
DESIGN CHANGES CULTURE emphasizing embodied interactions
DESIGN CHANGES CULTURE inspiring meaningful action
DESIGN CHANGES CULTURE building shared understanding
DESIGN CHANGES CULTURE making an argument for how we might live
DESIGN CHANGES CULTURE
ARTEFACTS VALUES
UNDERLYING ASSUMPTIONS
co-creation with stakeholders
listening to end users
divergent thinking
visualization and visual thinking
informed intuition
rapid prototyping
inclusivity and participation
learning by doing and failing faster
generative research
interdisciplinarity
connecting dots
making the invisible visible
DESIGN IS CULTURE Panel Discussion: “Designing within a healthcare system: challenges and strategies” HxRefactored Conference April 5, 2016 Jeremy Beaudry Experience Design Strategist @jeremybeaudry
Thanks!
Let us discuss
Moderator: Katie McCurdy, @katiemccurdy
Lenny Naar – HELIX Centre, @lennynaar
Nick Dawson – Sibley HUB, @nickdawson
Matt Van Der Tuyn – Penn Medicine, @PM_Innovation
Jeremy Beaudry – UVM Medical Center, @jeremybeaudry