Access to information right time right place right way to give users (patients and their families) both direct and indirect ways to learn about the resources that give them control and options about their healthcare.
Lower stress (bad health implications for all)
Dynamic feedback on usage of services and access to resources helps determine whether services are underutilized due to lack of information or disinterest, allows real-time interventions.
We will focus our analysis on mid- to long-term families (including patient). In order to design for users without violating patient privacy, we will build personas to generate our design. Our mission is to ensure members of our hypothetical family receive timely access to
right time, right way… multiple access points Track access dynamically and get immediate information about activities, resources accessed, topics of interest… feedback to care providers and other stakeholders. Targeted information for all family members at appropriate level. Reports to different departments for appropriate feedback (need animal books for 5-year-olds, parents are looking up financial aid information, language information, parent support groups, relaxation activities…)
LPCH has an amazing amount already…medical staff, pamphlet kiosks, feedback response cards, posters, fliers, magazine racks, CCTV, library, school, social workers, support groups, and PEOPLE. Patient relations surveys all patients through a third-party vendor after their visit. BUT these systems are passive, have variable success, and are not able to capture experiences as they change. We’d like to provide a system that allows timely and appropriate feedback to all stakeholders.
Kaiser web, PeopleSoft, Axess, Oracle, SAP… similar programs exist.
How to make this accessible to
Describe personas
Garcia family: Mom Dad Lucia (age 6, leukemia) Brother age 9 Brother age 4
Deb: This is a very well thought out NABC. I appreciated your sensitivity to patients and perhaps not having access to observing, interviewing patients at this time, but rather creating scenarios and developing personas for working through our designs. For pushing your team to the next phase I suggest you now think of affordances and constraints of the space and how you can integrate your approach ideas into the physical space as well as ways you will know that your design ideas are actually increasing the activey engagement of patients and their families in the feedback system you've designed over the passive one that already exists.