to help a rural hospital system create financially sustainable care models for medicare patients with chronic conditions.
Project Summary:
In collaboration with Empathy Equation from July 2019 – September 2019
Objective: Investigate the future of health management and healthcare delivery amongst patients experiencing chronic conditions through ethnographic research and a human-centered design approach. Define near-future opportunities to increase value and financially sustainable care models for system and patient needs.
Scope: 41 participants across the clinic systems’ coverage area and within different clinic practices and sizes.
Responsibilities:
- Assist in the facilitation of two stakeholder workshops —
- Project Scope and Priorities Workshop
- Collaborative Synthesis and Participatory Design Workshop
- Maintain relationships and communication with clients throughout the project to stay aligned to project objectives and build rapport
- Recruitment of research participants
- Collaborate on the creation of participant interview and shadowing guides
- Lead and assist in-depth participant interviews
- Shadowing of patients and healthcare providers (HCPs) at clinics/hospitals
- Recording and analyzing field notes, observations, and interview transcripts
- Collaborative data synthesis and analysis
- Development of patient-focused and HCP-focused thematic insights
- Development of patient and HCP personas
- Development of patient and HCP journey maps
- Creation of future scenario
- Collaborate to develop immediate-future and near-future recommendations
- Final presentation of insights and deliverables to stakeholders and medical directors
Results:
250 page final report including the work I did to generate:
- 26 insights under three high-level findings
- Participant summaries
- 4 HCP personas + journey maps and 5 patient personas + journey maps
- 30 high-level recommendations, each containing specific recommendations within
- 3 years out future scenario based on recommendations
Impact: Although the full impact of the project cannot be understood immediately, there are a number of results we were able to see over the course of our involvement in the project—
- Increase in stakeholder empathy for the workday and responsibilities of HCPs as well as the experiences of patients before, during, and after their engagement with the health system
- Understanding of previously undetected patient and HCP needs, particularly barriers to access
- Identification of opportunity areas within the system that require strategy for growth or transformation:
- Technology and process improvement
- System-wide morale
- Increase in vertical communication and trust within the organization (i.e. bottom-up with structures in place to ensure feedback is received and acted upon)
- Changes and expansion in care coordination
- Provider-patient relationship
- Supporting patient-driven health outcomes
- A shift in strategy for how patients make appointments and scheduling possibilities for the system at large
- Segmentation of patients leading to enhanced patient profiles
- A shift in strategy from a one-size-fits-all clinics approach to one that allows for different care delivery models depending on the (persona) segmentation of HCPs as well as regional cultural differences
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