NEED Patients and their families need access to information at the right time, in the right place, and in the right way (both direct and indirect) to learn about the resources that give them control and options about their healthcare. Empowering patients and their families reduces their stress.
Dynamic feedback on usage of services and access to resources helps LPCH make real-time interventions in patient care. Accurate feedback on programs helps determine which services are utilized due to information versus interest.
APPROACH We will focus our analysis on mid- to long-term families. In order to design for users without violating patient privacy, we will build personas of one hypothetical family on which to base our design. Our mission is to ensure all members of family receive timely access to learning resources.
BENEFITS Individualized learning means providing targeted information for all family members at appropriate level through multiple access points. Besides lowering stress and misinformation, a side effect of personalized information is the ability to track access, which provides dynamic feedback about activities, resources accessed, and topics of interest. Reports can be tailored to different departments as appropriate (the library needs more animal books for 5-year-olds, parents are looking up financial aid information, support groups, relaxation activities, Russian resources are being accessed more frequently…)
COMPETITION LPCH has an amazing amount of resources already, including not only their medical staff, school teachers, social workers, posters, fliers, magazine racks, pamphlet kiosks, CCTV, library, and support groups, but also a large number of volunteers. They gather feedback through response cards, a survey of all patients through a third-party vendor, and informally through patient contact. BUT these systems have variable success and are not always able to capture experiences as they change. We’d like to provide a system that allows personalized resources as well as timely and appropriate feedback to all stakeholders.