Medical Staff Communication Concept Development Advisor Judith Gregory, Ph.D. Amy Batchu, MDes., MBA ’09 Laura Franek, MDes.
IIT Institute of Design
To unite the Medical Staff at Good Samaritan Hospital with the ability to connect and communicate effectively by adapting and serving the current and incoming generation of physicians with innovative communication tools and social media that are relevant, flexible, and trustworthy.
Value Statement
4 Team Meetings Assessed the opportunities and constraints which existed inside the organization, the industry and the society, leading to an understanding of capabilities and orthodoxies.
100 Hours Context Research Analyzed competitor strengths and weaknesses, as well as other medical staffs' innovation agendas, and societal trends.
15 Interviews Conducted ethnographic methods, adapted from anthropology to better understand physicians and their needs.
2 Shadowings Created the opportunity to spot latent user needs that are difďŹ cult to discover using typical methods like surveys and focus groups.
1 Participatory Workshop Generated ideas and developed stories about possible future scenarios that users may face.
Research Methods
Part Time Independent Physician
Newly Employed Hospitalist Physician
Newly Independent Physician
30 Year Independent Physician
Lo-Tech 30 Year Independent Physician
My Org.
My Office
My Hours
My Values
in several hospitals, • Located in a building with other • Located in a building. I am the • Located in a building with other • Located each has a working desk physicians in my practice only physician in my practice physicians in my practice • There is no one office • There is a shared office room • There is one private office room
• Located in a building with other
physicians in practice. • Each physician has a private office
• Sees patients everyday within
• Sees patients everyday from • Sees patients everyday within • 10am-8pm • Scheduled at Good Samaritan our practice for 24 hours • Sees patients everyday at Good • • Visits Good Samaritan on a Samaritan • Takes 2-3 days off after rotation basis • Receives phone calls 24hrs a day
• Family time • Experience of her colleagues
• Collaborative practicing • Family time
our practice • Visits Good Samaritan 2-3 times per week
Personas
• Experience of his colleagues • Support from consultants/staff • Collaborative practicing • Physician-centric systems
Sees patients everyday from 8am-5pm Visits Good Samaritan on a rotation basis every 5 weeks
• Leadership/Volunteerism • Simplicity
Amy Batchu :: Laura Franek
Insights -> Principles
RESEARCH FINDING
WHY IT IS IMPORTANT
The Doctor’s Lounge = Ghost Town
The Doctor's Lounge resembles a ghost town at times, however it is a crucial place for knowledge sharing and informal conversation. It is important to use the Lounge as a portal to dispense information, it is the only physical space that the Medical Staff can call their own. We must ensure that the Doctor’s Lounge is informative, dynamic, and engaging.
Feed My Mind (Not Just My Stomach)
Just as food is important in providing opportunity for social interaction, structured discussions can do the same. We must structure meaningful discourse. Ensuring that the content is relevant, we create a desire to share and listen.
The Dark Ages
There are people that are being left behind in the Dark Ages. These people have not kept up during the evolving times. We should tailor technology to be relevant to these physicians. If they don’t use email, then we should not send them email.
Insights ->
“ Every month I get about a ream of paper from Advocate. It takes up space. I get way too much.”
RESEARCH FINDING
WHY IT IS IMPORTANT
The Doctor’s Lounge = Ghost Town
The Doctor's Lounge resembles a ghost town at times, however it is a crucial place for knowledge sharing and informal conversation. It is important to use the Lounge as a portal to dispense information, it is the only physical space that the Medical Staff can call their own. We must ensure that the Doctor’s Lounge is informative, dynamic, and engaging.
Feed My Mind (Not Just My Stomach)
Just as food is important in providing opportunity for social interaction, structured discussions can do the same. We must structure meaningful discourse. Ensuring that the content is relevant, we create a desire to share and listen.
The Dark Ages
Insights -> Principles
There are people that are being left behind in the Dark Ages. These people have not kept up during the evolving times. We should tailor technology to be relevant to these physicians. If they don’t use email, then we should not send them email.
– 30-year Independent Physician
“ In the past, the primary form of communication was a flyer. You never got through it all. The same thing could be (true) about email.”
RESEARCH FINDING
WHY IT IS IMPORTANT
The Doctor’s Lounge = Ghost Town
The Doctor's Lounge resembles a ghost town at times, however it is a crucial place for knowledge sharing and informal conversation. It is important to use the Lounge as a portal to dispense information, it is the only physical space that the Medical Staff can call their own. We must ensure that the Doctor’s Lounge is informative, dynamic, and engaging.
Feed My Mind (Not Just My Stomach)
Just as food is important in providing opportunity for social interaction, structured discussions can do the same. We must structure meaningful discourse. Ensuring that the content is relevant, we create a desire to share and listen.
The Dark Ages
There are people that are being left behind in the Dark Ages. These people have not kept up during the evolving times. We should tailor technology to be relevant to these physicians. If they don’t use email, then we should not send them email.
Insights -> Principles
– 30-year Independent Physician
Make It Relevant.
RESEARCH FINDING
WHY IT IS IMPORTANT
If Walls Could Talk
Hallways take people to destinations, but in this case we find that the hallways are destinations where important, impromptu conversations happen. Physicians desire rich exchanges of information, this combined with a shortage of time, hallway conversations happen. We should create hallways that are flexible and support information exchange.
Different Hats
When dealing with physicians we need to be flexible in our roles as well as flexible in determining which form of communication is necessary for which role. This task of creating flexible roles, responsibilities and protocols should be addressed.
My Hours
Doctors all have varying schedules which translate down to their priorities and how they see themselves in their culture. Not all doctors have the same values and priorities with time management. This should be recognized when asking for physician engagement.
Insights ->
“ I don’t plan outside of RESEARCH FINDING
my routine, I prefer email for communications.” WHY IT IS IMPORTANT
Hallways take people to destinations, but in this case we find that the hallways are destinations where important, impromptu conversations happen. Physicians desire rich exchanges of information, this combined with a shortage of time, hallway conversations happen. We should create hallways that are flexible and support information exchange.
If Walls Could Talk
Different Hats
My Hours
– Newly Independent Physician
When dealing with physicians we need to be flexible in our roles as well as flexible in determining which form of communication is necessary for which role. This task of creating flexible roles, responsibilities and protocols should be addressed.
“Everyday is different.”
Doctors all have varying schedules which translate down to their priorities and how they see themselves in their culture. Not all doctors have the same values and priorities with time management. This should be recognized when asking for physician engagement.
Insights -> Principles
– Director
“ We used to have to take all of our phone calls, but now we have time to see more patients while other people take more phone calls.” RESEARCH FINDING
WHY IT IS IMPORTANT
If Walls Could Talk
Hallways take people to destinations, but in this case we find that the hallways are destinations where important, impromptu conversations happen. Physicians desire rich exchanges of information, this combined with a shortage of time, hallway conversations happen. We should create hallways that are flexible and support information exchange.
Different Hats
When dealing with physicians we need to be flexible in our roles as well as flexible in determining which form of communication is necessary for which role. This task of creating flexible roles, responsibilities and protocols should be addressed.
My Hours
Doctors all have varying schedules which translate down to their priorities and how they see themselves in their culture. Not all doctors have the same values and priorities with time management. This should be recognized when asking for physician engagement.
– 30-year Independent Physician
Insights -> Principles
Make It Flexible.
RESEARCH FINDING
WHY IT IS IMPORTANT
Service Ambassadors
These are people who intrinsically understand the value in extending themselves outside of their immediate role to become “advocates” of their organization. The administration are aware that they are servicing the enduser (the patient) but are also in service to each other. “There is no job bigger than me”
The Man
The sentiment of what is best for the corporation is not always best for the doctor. This brings a level of complexity towards unifying corporate goals with what physicians need to follow. It is important to check for alignment between the corporate goals and the physician goals.
Competition
Because of of competition, physicians feel an underlying sense of tension between themselves and their peers. This tension is apparent when discussing competition between smaller practices and larger practices. This competition should be handled in way that promotes collegiality.
Insights ->
“ Advocate is getting bigger and bigger. Is it the dog wagging the tail or the tail wagging the dog?”
RESEARCH FINDING
WHY IT IS IMPORTANT
Service Ambassadors
These are people who intrinsically understand the value in extending themselves outside of their immediate role to become “advocates” of their organization. The administration are aware that they are servicing the enduser (the patient) but are also in service to each other. “There is no job bigger than me”
The Man
The sentiment of what is best for the corporation is not always best for the doctor. This brings a level of complexity towards unifying corporate goals with what physicians need to follow. It is important to check for alignment between the corporate goals and the physician goals.
– 30-year Independent Physician
Competition
Insights -> Principles
Because of of competition, physicians feel an underlying sense of tension between themselves and their peers. This tension is apparent when discussing competition between smaller practices and larger practices. This competition should be handled in way that promotes collegiality.
“ There is less collegiality because there are different structures and practices... Collegiality means trust.”
RESEARCH FINDING
WHY IT IS IMPORTANT
Service Ambassadors
These are people who intrinsically understand the value in extending themselves outside of their immediate role to become “advocates” of their organization. The administration are aware that they are servicing the enduser (the patient) but are also in service to each other. “There is no job bigger than me”
The Man
The sentiment of what is best for the corporation is not always best for the doctor. This brings a level of complexity towards unifying corporate goals with what physicians need to follow. It is important to check for alignment between the corporate goals and the physician goals.
– 30-year Independent Physician
Competition
Insights -> Principles
Because of of competition, physicians feel an underlying sense of tension between themselves and their peers. This tension is apparent when discussing competition between smaller practices and larger practices. This competition should be handled in way that promotes collegiality.
Make It Collegial.
RESEARCH FINDING
WHY IT IS IMPORTANT
Gate Keeper
All communication stops at the level of the Office Manager until it is relayed from the Office Manager to the Doctor. Some people wait by their phones for a response. Is this an efficient flow for all parties and all types of communication? OM.’s are important connecting forces between points of contact but may be too heavily relied upon for all communication.
Street Cred
It is important for the administration staff to understand the norms around trust, honesty and credibility so that they can get their jobs done and show their face around the hospital. Credibility is hugely important within the organization’s culture.
The Bat Phone
The administration understands the power of a phone call. The phone call to a Doctor displays a level of urgency and a need for response. It is important to understand how and when this phone call is necessary. (Abuse it or lose it mentality) People are waiting by the phone - no direct route.
Insights ->
“ There are times when people are
not being heard. And sometimes people feel like we are having too many meetings. If we all listen and agree and there isn’t any implementation then people lose faith.”
RESEARCH FINDING
WHY IT IS IMPORTANT
Gate Keeper
All communication stops at the level of the Office Manager until it is relayed from the Office Manager to the Doctor. Some people wait by their phones for a response. Is this an efficient flow for all parties and all types of communication? OM.’s are important connecting forces between points of contact but may be too heavily relied upon for all communication.
Street Cred
It is important for the administration staff to understand the norms around trust, honesty and credibility so that they can get their jobs done and show their face around the hospital. Credibility is hugely important within the organization’s culture.
The Bat Phone
The administration understands the power of a phone call. The phone call to a Doctor displays a level of urgency and a need for response. It is important to understand how and when this phone call is necessary. (Abuse it or lose it mentality) People are waiting by the phone - no direct route.
– 30-year Independent Physician
Insights -> Principles
RESEARCH FINDING
WHY IT IS IMPORTANT
“ I would go to my group first and get their support before I go to Advocate.”
Gate Keeper
All communication stops at the level of the Office Manager until it is relayed from the Office Manager to the Doctor. Some people wait by their phones for a response. Is this an efficient flow for all parties and all types of communication? OM.’s are important connecting forces between points of contact but may be too heavily relied upon for all communication.
Street Cred
It is important for the administration staff to understand the norms around trust, honesty and credibility so that they can get their jobs done and show their face around the hospital. Credibility is hugely important within the organization’s culture.
The Bat Phone
The administration understands the power of a phone call. The phone call to a Doctor displays a level of urgency and a need for response. It is important to understand how and when this phone call is necessary. (Abuse it or lose it mentality) People are waiting by the phone - no direct route.
– Newly Independent Physician
Insights -> Principles
Make It Trustworthy.
Concepts
portal web banner
letterhead
Four Values • Relevance • Flexibility • Trustworthiness • Collegiality
3545 East N. Highway • Good Samaritan Hospital • Suite 4B • 773. 226.1989
Branding
Relevant Flexible Collegial Trust
Online or Offline, Ambassadors are self-selected and recognized by the community
online
Wearing a blue ribbon is a simple way for the physician to signify his or her choice to be an ambassador
Service Ambassador
Dr. Lucinda Grey, M.D. Pediatrician, Location: Good Samaritan Hospital Ambassador
Relevant Flexible Collegial Trust
Good Sam In Your Home & Town
Relevant Flexible Collegial Trust
mentor focus: specialties:
available times:
Mentorship is based around complimentary profiles
Profiles are filled out online during orientation
Physician Coach
Relevant Flexible Collegial Trust
food and round table discussion, un-sponsored and paid for by hospital, light education — fun.
Teaching
Relevant Flexible Collegial Trust
VIP Lounge
Relevant Flexible Collegial Trust
Technology Initiative
Supporting Learning & Growth
Optimizing Internal Communication
Creating Physician Value
Gadget of the Month
Web Cam Meetings
Technology Preferences
Day in the Life of
Shared Calender
Rich ProďŹ le
Virtual Good Samaritan
Transparent To Do Lists
Clustering Physicians
Managing Financial Goals
Status Messages
Technology Initiative
Relevant Flexible Collegial Trust
Good Samaritan Medical Staff
My Profile
Hi,
News & Information
My Calender
My Messenger
Citrix Care Connect
My Applications
My Bookmarks
Dr. Smith Set Status Here
SS Kid Doc!
"There are only two things a child will share willingly - communicable diseases and his mother's age." ~ Dr. Spock
Dr. Roberts making rounds Dave Fox Laura Taylor Dr. Payne
Technology Threshold 2
Status Messages, Shared Calender, Transparent To Do List
Relevant Flexible Collegial Trust
Hi,
Technology Threshold
Dr. ENT
"Intellectuals solve problems, geniuses prevent them." ~Albert Einstein
#1 Novice Plan #2 Intermediate Plan #3 Advanced Plan
2
Technology Threshold 3
Technology Preferences
Relevant Flexible Collegial Trust
Good Samaritan Medical Staff
My Profile
Hi,
News & Information
NAME
Dr. ENT
"Intellectuals solve problems, geniuses prevent them." ~Albert Einstein
EMAIL ME SPECIALTY SCHOOLS YEARS IN PRACTICE HOMETOWN
2
INTERESTS INITIATIVES
Technology Threshold
My Calender
My Messenger
Citrix Care Connect
My Applications
Arjun Rao
This is required
DrRao@advocatehealth.com
This is required
My Bookmarks
Ear, Nose & Throat Rush University
6
NUMBER OF CHILDREN
0
Naperville, IL Racket Ball, Travel, History EMRs
3
Rich Profile
Relevant Flexible Collegial Trust
Good Samaritan Medical Staff
My Profile
News & Information
My Calender
My Messenger
Citrix Care Connect
My Applications
My Bookmarks
FIND DOCTORS
SPECIALTY
SCHOOLS
Clustering Physicians
Ear, Nose & Throat
Rush University
Relevant Flexible Collegial Trust
Good Samaritan Medical Staff
My Profile
News & Information
My Calender
My Messenger
Citrix Care Connect
My Applications
My Bookmarks
Tell us about your favorite technology. What technology helps you work? What technology helps you play? Submit
Favorite Gadget
Q G A D G E R S U F W H Z .?123
T
I J
O P K L
X C V B N M space
return
UNIT 42 Dr. Marcus Arroyo
Gadget of the Month, Day in the Life of, Virtual Good Samaritan
Relevant Flexible Collegial Trust
Good Samaritan Medical Staff
My Profile
Hi,
News & Information
My Calender
My Messenger
Citrix Care Connect
My Applications
My Bookmarks
Dr. Smith Set Status Here
SS Kid Doc!
"There are only two things a child will share willingly - communicable diseases and his mother's age." ~ Dr. Spock
Dr. Roberts making rounds Dave Fox Laura Taylor Dr. Payne
Technology Threshold
Web Cam Meetings
2
Relevant Flexible Collegial Trust
Mobile Meetings
Relevant Flexible Collegial Trust
Evaluation Tool
Fast Track
Develop
Shop it Out
Phase I. - 2009-2010
Phase II. - 2010-2011
Eventually
Branding Service Ambassador
Good Sam in your home/town Gadget of the Month
Physician Coach
Rich Profile
Teaching
Status Messages
Technology Initiative
Shared Calender Transparent To Do Lists
Technology Preferences Day in the Life of
Web Cam Meetings Mobile Meetings
January-May 2009 • Testing usability with physicians • Assessing resources • Creating a development team
Roadmap
** *
Clustering Physicians Virtual Good Samaritan VIP Lounge
Thank You. Special thanks to: Advisor Judith Gregory, Institute of Design Dr. Barbara Loeb and our Advocate Executive Team Lynn Cieslewicz Colleen Keane All of the participants who volunteered on behalf of our research.