HEALTHCARE SYSTEM SUB-SYSTEM (ILBS HOSPITAL)
DANIYA FAISAL KABYASHREE BORGOHIAN
Present system model
Existing Healthcare Model
User- Journey Mapping
User journey map
SUB-SYSTEM
SUB-SYSTEM as a part of Bigger System
Governing council
Staff/ clerks CafĂŠ
Director (doctor) Security
Professors (doctors)
Nurses Interns (doctors)
ELEMENTS OF SYSTEM Surgical technicians
IT support
Pharmacies
Business development officer (doctor)
Receptionist Accounts
Nutritionist
Diagnostics
Housekeeping
Resident doctors DMOs (doctor emergency)
Catering/ canteen
Inventory managers
Billing
Transport/ ambulance
INTERCONNECTIONS
SUB-SYSTEM on basis of Hierarchy
PAIN point of Patient and Doctor
Physical status: Weak, sick, Mental status: Anxious, Fear of death, Fear of loss, Fluctuation of emotions, High expectations, Value justified or worth of money
Too much competition Multitasking Personal life Less incentives Higher studies
Emotional: Need utmost care, hopeful, trust
No ME time Shift in perception about doctors
Financial: Expenditure of money
Missing Links
Leverage points PATIENT Too many touch points Less empathy-reception No proper information
RECEPTION No transparency – staff Too much multi tasking DOCTORS Change of doctors every time. Multi-tasking Miss meals DIAGNOSTICS Lab test appointment, lab test report, next OPD dates not coordinated
New system model ELECTRONIC HEALTH RECORD (desktop + mobile) A more consumer friendly EHR to optimize the number of interaction. This also solves the transparency and the anticipation problem of patients which creates mixed emotions and triggers anger . Solves the multi-tasking problem of doctors as the software is on mobile and can be accessed even when you are commuting.
DOCTOR TRACKING This system will be a GPS tracking device which will be accessed to the receptionist, canteen people. The receptionist can track a doctor and give patients an estimated time which they have to wait. This also reduces the manual interaction at one level. The canteen can send in a notification to the doctor, if they want to have meal at that location.
ACTIVITIES TO ENGAGE WHILE WAITING INTERN The load can be shifted from the Doctor when the intern can take vitals and prep the patient or just hear them out . ENGAGING ACTIVITY There can be other display boards or interesting and engaging installation to reduce the boredom/attention on the time they have to wait.
EMPATHY MANAGEMENT A third party which can manage the implementation of the proposed changes. Train the stakeholders of hospital on the tone of communication, how to empathize and take care of petty operation issues for which the nurse, technicians, cleaning staff should not be burdened. In the above case they should be well educated, brilliant in communication and connect to each and every stakeholder.