Connecting Care - Empowering The Patient Through Their Waiting Experience Herron School of Art and Design, Indiana University Purdue University Indianapolis
Waiting at a hospital is a challenge for patients and their families. Many individuals go to the hospital, waiting for hours to receive their tests and results. This waiting experience places a burden on individuals and causes stress in a tense time in their lives. The goal of this people-centered research was to examine and enhance the patient waiting experience at the Registration, Lab and Radiology service areas of a Carmel Hospital.
Research Methodology The researchers used the Simplex Creative Process to accomplish this design research challenge. Simplex is a creative problem solving process focus on with emphasis on generating ideas and creative solutions. This process consists of three stages: finding problems; developing creative solutions; and implementing solutions. Each stages requires divergent and convergent thought process, and all three stages are necessary to allow creative solution. These three stages can be divided into eight separate steps that make up the sections of the Simplex Wheel. The eight steps include problem finding, fact nding, problem de ning, idea nding, evaluating and selecting, action planning, gaining acceptance, and taking action. This process provides a framework for using various tools and methods.
1 Action
8
Sell Idea
2
Simplex
7
6 Planning
Fact Finding
3
Problem Definition
4 Idea Finding
5 Selecting
In order to better understand the waiting experience as a whole, the researchers used a “zoom in (specific to users), zoom out (system level/overall)” approach that focused on key elements which consist of the waiting experience from the perspective of the the patient as well as the organization’s higher level systems. The key elements consisted of activity, time, actors, object, goal, feeling, and space. Each insight was categorized into these components accordingly.
Defining Problems
Before Arrival
Scheduling
In responding to defined problems within the laboratory waiting area, registration waiting area, and radiology waiting area, the researchers identified the desirable patient communication flow and developed an integrative communication system that aligned with the touch points of the patient journey. This communication system included communication activities such as wrist bands, care cards, way-finding, digital message boards, an expanded pager system, a mobile application, a navigation desk transition, self- check-in kiosks as well as a redesigned interior space.
Registration
Arriving at IU Health
Looking for registration
Check in
Wait to be called in office
By having a better understanding of the patient experience, the hospital can provide their patients with the most appropriate solutions that will truly make a difference in the patient’s visit. The “Connecting Care” solutions will create a comfortable place for patients to enjoy their stay and communicate productively with the staff while they receive services at the hospital.
Lab
At office
Leave with documents
Looking for Lab
Check in
Wait to be called
Radiology
Call in the Lab
Do the test
Leave
Looking for Radiology
Check in
Wait to be called
Call in the Radiology
Do the test
Leave
Patient This is a typical journey for patients who visit the IU Health North facility for Radiology and Lab services.
BROADWHY?
Card system Internal map Color-coding Services
NARROWWHAT’S STOPING
Responding to major problems which were identified, the researchers developed the problem definition process. Each problem was framed into a challenge statement beginning with the phrase “How might we?” Composing a challenge statement is the most important step to reframing the identified problems into opportunities. Thus it enabled the researchers to develop appropriate solutions rooted in reality.
Problem Finding
How might we improve the flow of communication to inform the patient of all necessary service process?
To understand the patient experiences, the researchers approached the project utilizing people-centered design methods. The researchers divided into three teams to conduct ethnographic observations and interviews involving patients and staff within the Laboratory waiting area, Registration Waiting Area, and Radiology waiting area at the hospital.
The two major findings from the research were: One, the communication system is fragmented according to each service. Two, patients wanted more integrated ways to maintain communication between service providers and themselves.
Solution Development
Defined Problem:
JOURNEY
Overview
Understanding Problems
Once the challenge statements were created, the researchers began the “Why- What’s Stopping” analysis. This analysis allowed the researchers to narrow or broaden the initial challenge statements by asking “Why?” to broaden the challenge or narrow the statement by asking “What’s stopping us from doing that?” The visualization of this process creates a triangle where the broad end of the triangle reflects the “Why” or broader challenge statements, and the narrowed tip of the triangle reflects the more specific or narrowed challenge statements. Among the defined challenge statements, we chose the following challenge statement in consideration of immediate need of project partners.
INTEGRATED COMMUNICATION OPPORTUNITIES
Designers today… are designing integrated and dynamic interactions with objects, spaces, and services, and helping companies with more strategic decisions. We are challenged explicitly to help companies to explore and visualize directions for their future offerings and support specific qualities of experience — Jane Fulton Suri, IDEO
Direct Interaction
When John arrives at registration he will be given cards that has a map and color coded system to identify the department he must go to and the procedure he will have.
Application This allows John to look at all of his pre-visit requirements and wait time estimates.
Wristband When a patient registers for operations They will be given a wristband that will be color coordinated to the department and service they will undergo.
Pagers
In case there is a long wait time John can receive a pager so he can leave the waiting room. He will be notified once the technician is ready.
Pagers
Pagers
Wait time board and TV
Wait time board and TV
When John arrives to the waiting area he will be notified of his place in the queue by a real-time list of patients ahead of him. This will be color coded to go with his wrist band and the signage.
Supplemental materials
Supplemental materials
Indirect Interaction
“Airport” check-in with new location for navigation When John gets to the hospital he will be able to register himself for his services
When a patient reaches the registration desk they will have relevant information to the services provided
Space redesign The redesigned space will allow John to have a more comfortable waiting experience yet still provide a welcoming environment.
Wayfinding system
Wayfinding system
Floor markers
Wayfinding system
Floor markers
Floor markers
Visual guides to lead patients to the service area coordinated with the color system.
Patients’ Journey Map
A cooperative design research project involving the IU Health North Hospital and Herron School of Art and Design’s Visual Communications Design MFA graduate students from the Collaborative Action Research in Design 2 (V520) class.
HERRON SCHOOL of ART + DESIGN
INSTRUCTOR: Youngbok Hong
STUDENT RESEARCHERS: Linjun Chen Mahdiyeh Mohebbi Hsueh-Fen Hsu Milesha Phillips Siying Jin Jiacheng Rong
Lisa Semidey Edward J. Sieferd Madison Stevens