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This project sought to establish patient-centric service design strategies and partner with the University of Chicago Medicine to streamline the delivery of home healthcare, with a strong focus on soft services.

ROLE​

User Researcher​

Service Designer

TIMELINE

January - May 2023

14 weeks

SKILLS

Mix Methods User Research

Data Analysis

Information Synthesis

Design Thinking

Strategy Development

Service Blueprint Design

Team Collaboration

TOOLS

Adobe Creative Suite

FigmaJam

Microsoft Office

Miro

Mural

TEAM

Aman

Priyanka

Latrina

Grace

Kat

Gayatri

Home will be the new site for care.
How should health systems prepare for it?

Overview

We developed strategies to transition safe, high-quality healthcare to the home environment, emphasizing soft services. In the context of delivering healthcare at home, a uniform approach is inadequate. Our exploration focused on three key areas of concern:

1  Establishing trust and empathy between patients and providers.
 

2  Ensuring the well-being of healthcare providers.
 

3  Procuring and implementing technology solutions.

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We interviewed a diverse group of participants to gain insights into a wider range of challenges and perspectives.

Health systems

Community

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12 providers

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5 administrators

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3 Patient Community Advisory Board Members + 1 Caregiver

*participants who delivered or received care in the home

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Based on the interviews, we mapped out the journey of a provider from the time of arrival into the patients home, to the time of their exit.

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This helped us determine some of the stakeholder pain points involved in the process..

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Patient

Painpoints

May feel anxious or uneasy around unfamiliar people.

Has limited experience

with technology and feels unsure about using new monitoring equipment.

Uncertain about the quality

of care they will receive at home and if it will be the same as the care they would receive in a hospital.

Caregiver

Painpoints

Struggles to balance their personal life with their caregiving responsibilities.

Is not comfortable with the idea of strangers taking over their caregiving duties.

Patients rely on them for companionship and social interaction.

Healthcare provider

Painpoints

Has received little training on how to provide care in the home setting.

Building trust and a sense of safety with patients can

be challenging.

Communication with patients and their families can

be a barrier.

Our research and interview notes filled up our wall with lots of sticky notes, which were then analyzed and synthesized to observe :

6 categories and 18 sub categories of areas of focal points in a care-at-home model.

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Further research synthesis and mapping led to the discovery of 3 major focal points..

Further research synthesis and mapping led to the discovery of 3 major focal points..

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The project was originally designed to be patient-centered, but after hearing from healthcare providers, it was decided that provider-focused strategies would also be necessary.

1.

Elevating

Provider well-being.

WE HEARD…

 

Providers are concerned about their personal safety.

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WE HEARD…

The ability to respond to unexpected

encounters with patients and families is important.

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WE HEARD…

Providers wish for a sense of belonging.

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At the hospital, providers predominantly

have a single role.

In the home, they serve multiple roles and they do so alone.

This leads to a decline in their well-being and job desirability

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SO HOW MIGHT CARE-AT-HOME SERVICES

 

Support and enhance provider experiences in the home
to make care-at-home a desirable job?

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2.

Building Trust and Empathy Between Patients and Providers

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The lack of understanding of social needs can
lead to mistrust between patients and providers.

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SO HOW MIGHT CARE-AT-HOME SERVICES

 

Strong therapeutic alliances that strengthen collaboration
and shared decision-making?

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3.

Considerations
when
Purchasing and Introducing Technology

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SO HOW MIGHT CARE-AT-HOME SERVICES

 

Consider and prevent harmful unintended consequences of new technologies on provider and patient experiences?

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