Know People Frame Insights
What’s Inside?
Medical Non-Adherence and specifically the 65+ age group have many surrounding stakeholders. In this book we must gain more empathy for each of these surrounding and supporting stakeholders to better understand the integral role each plays in our context. This book contains key interviews and takeaways that will help direct a well designed solution.
Sections Participant Map Analogous Models Key Interviews ERAF Systems
Contents
Notes
How it Works: The map has 4 quadrants. Each represents a different type of stakeholder and their relation to our primary (65+) stakeholder. For example: The Mail Man may see our stakeholder once a day but he or she can notice if something is wrong or out of the ordinary(Secondary/ Social Care). A Doctor would give more primary health related care.
P
Children
Social Grandchild Friends Neighbors Meals On Wheels Mail Man Bus Driver Pets
Co-Worker
Fireman Policeman
Secondary Care
Primary Care Doctors Nurses
Social Worker Caregivers
Pharmacist Health Clinics
Medical
Medicare/ Medcaid Insurance Company
Participant Map
Resistant
Tired
Frustrated
Emotions of No 65+ Age
Confused
Depressed
Helpless
Dependent
on-Adherence e Group
Belittled
Weak of Mind
Worried
Analogous Models
Remembering to Take Medication
-Memory loss -Are you in a location/situation that medication is easily accessible -How often is medication taken throughout day? -How many pills? Too many?
Medication Labels -Eye sight fading, ability to read the text -Comprehension of labels and warnings -Location and size of important information -Does medication need to be taken with food?
Emotions of No 65+ Age
Cost of Medication
-Insurance (Medicare?) -Personal income level -Retired? -Generic medicine available? -Cost of medication suppliments (pill crusher, pill box, etc.)
Transportation
-Getting to doctor, pharmacy, PT, etc. -Public transport, walking, driving, etc. -Physical difficulty & safety -Are people available to drive you? -Cost of hiring forms of transportation
on-Adherence Group
Acceptance
-Following the instructions given by doctors and nurses -Accepting the fact that you are getting older -Letting people do things for you that you once did: drive, dress, make decisions, etc.
Living
House -Independent vs. Dependent on children? -Must pay bills -House cleaning and maitenance -Food shopping and preparation -Lonely -Transportation Hospital -Strict -Stressful -Scared -Length of stay -Specific time for visitors? -Roommates? Nursing Home -Additional care -Expensive -Limited privacy -Feeling of dependence -Structured
Analogous Models
Resentful
-Hate all aspects of job -Start to hate it -Begin to slack on work -Resentful of your boss/those in superior positions
Medical Non-Adherence compared to Going To Work (job you hate)
Forced
-Loss of free will -Choices are made for you -Bills need to be paid -Other people are effected if you don’t work
Discouraged
-No satisfaction is gained -No raise or change in position -No motivation -No recognition of hard work
Tired
-Stress impacting sleep -Vacation days? -Repetative work -Long hours
Analogous Models
Johanna & Cynthia Department of Aging and Youth Syracuse, New York • People don’t ask enough questions at the doctors office. Bringing a family member or friend to help ask questions is suggested. It is also recommended that you go to your doctor with a printed list of questions you know you should ask. • Non-Compliance vs. Non-Adherence: Similar wording and context but completely different message. People associate adherence with something that they are doing wrong. Adherence is a harsher word. Compliance is softer and more friendly to the user. • Do I buy food this month? Or do I buy medication? Many find it difficult to choose between buying their medications or food. Some only buy some of their medications and not others which can lead to complications.
“There is the lack of insurance coverage for things such as an annual physical. Annual physicals could help catch illnesses sooner and keep people healthier in the long run. Save money in the future by spending money now; like preventative maintenance on a car.”
Dianne Hirsch Nurse at St. Josephs Hospital Ypsilanti, Michigan • The social worker is a bridge between the “Too little on patient and the hospital. When a patient prevention. cannot afford medicine/doesnt have insurOnce one ance, the hospital calls a social worker to medical ishelp the patient receive the proper care. sue becomes • The nurse to patient ratio is 6-8 patients a problem, for every one nurse. Nurses have a lot of others can patients to tend to, so it can be difficult to be triggered. make sure that each patient fully underEspecially with stands their medication/what they must do. older people, you can get • Often appearances don’t match a patient’s story. There is a suggestion of non-adhervery sick when ence when a patient continuously sees your immune a doctor for the same reason (snow ball system is cases). A doctor can visually see that the comprimised.” patient isn’t taking the prescribed medication.
Key Interviews
Hospital
Docto Government
Insurance Company
Family/ Caregiver Transportation
Pharmac Pharmac
Opportunity Space
or
Elderly
Medication
cist/ cy
ERAF Systems
Hospital
Hospital Doctor
Government
Government Elderly
Insurance Company
Insurance Company Medication
Family/ Caregiver Transportation
Family/ Caregiver
Pharmacist/ Pharmacy
Transportatio
Hospital
Hospital Doctor
Government
Government Elderly
Insurance Company
Insurance Company Medication
Family/ Caregiver Transportation
Pharmacist/ Pharmacy
Family/ Caregiver
Transportatio
on
on
Doctor
Elderly
Medication
Hospital Doctor Government
Pharmacist/ Pharmacy
Elderly Insurance Company Medication Doctor
Family/ Caregiver
Elderly
Transportation
Pharmacist/ Pharmacy
Medication
Pharmacist/ Pharmacy
ERAF Systems