Uploaded byLee Oi Wah
Ebd in healthcare improvement
This document discusses experience-based design in healthcare improvement. It defines touchpoints as moments of interaction between patients and healthcare services. Emotional touchpoints are moments that patients recall feeling touched emotionally or cognitively. Various methods are presented for eliciting patients' emotional experiences at different touchpoints, including storytelling, hearing patients' stories using touchpoint cards, and experience questionnaires. A four-step approach is outlined for using patient experience data to improve services: capture experiences, understand experiences by identifying emotions and mapping them to touchpoints, improve experiences through co-design, and measure the impact of improvements.
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Dr. Lee Oi Wah introduces the concept of experience-based design aimed at improving healthcare.
Definitions are provided about the foundation of experience design in a healthcare context.
Describes 'touchpoints' as crucial moments of patient interaction with healthcare services, e.g., arrival, talking to staff.
Details on emotional touchpoints that create significant memories for patients, impacting their care experience.
An introduction to the care journey that patients undergo in healthcare facilities.
Methods discussed for capturing emotional touchpoints within patient experiences.
Impact of storytelling in conveying care experiences through emotional and descriptive touchpoints.
Step-by-step guidance to support patients in sharing their experiences through storytelling.
Explores how touchpoints are utilized to facilitate the storytelling process for patients.
Discusses the advantages and challenges faced in the implementation of experience-based design.
Outlines key challenges in experience gathering, including emotional investment and prioritization.
Introduction to the experience-based approach designed for service improvement in healthcare.
Tools introduced for capturing patient experiences, ensuring consent is prioritized during interviews.
A tool aimed to assess patient feelings throughout the care process for improvement.
Discussion on the importance of capturing staff experiences in the healthcare service delivery.
Describes the broader service journey that includes both patient and staff experiences.
Introduces a tool to document experiences of patients and staff in the healthcare environment.
Principles for understanding patient experiences by identifying emotions and touchpoints.
Techniques described for emotional mapping to visually represent patient experiences.
Using co-design methods to collaboratively identify and implement service improvements.
A document for tracking changes in the healthcare service based on collected experiences.
Introduction of an action card to clarify responsibilities in healthcare improvement projects.
Discusses objective and subjective measures to evaluate the impact of service improvements in care.
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Ebd in healthcare improvement
- 1. EXPERIENCE BASED DESIGN INHEALTHCARE IMPROVEMENT DR LEE OI WAH MD (UKM) CMIA(NIOSH)
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- 3. HEALTHCARE PERSPECTIVE ‘Atouchpoint is any moment where a user interacts in some way with the service’ (NHS Institute Innovation and Improvement, 2009). Eg : # arriving at the ward/counter # talking to the nurse /HCP # waking up after surgery # mealtimes # on discharge 8/10/2019PATRICIA LEE3
- 4. HEALTHCARE PERSPECTIVE Emotionaltouchpoints ‘are the moments where the person recalls being touched emotionally (feelings) or cognitively (deep and lasting memories)’ (Scottish Health Council website) . They can be 'big moments' in a patient’s contact with a service or 'small acts' that have a huge impact on an individual whilst maybe not seeming significant to others. 8/10/2019PATRICIA LEE4
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- 9. METHODS TO ELICITEMOTIONAL TOUCHPOINTS 8/10/2019PATRICIA LEE9
- 10. STORY TELLING Touchpointsand emotion words (both positive and negative) can be used to help patients and/or staff to talk about their experiences of receiving or giving care or a service – to tell their story. 8/10/2019PATRICIA LEE10
- 11. STORY TELLING STEP ACTIVITYREMARKS STEP1 A set of possible touchpoints is developed comprising the key pointsof contact with service (as laminated cards) Eg arrival to ward, meal times,visiting times , procedure times etc STEP 2 Create a set of positive and less positive emotion words on smaller laminated card. Can be fixed with magnetic tape before laminated. STEP 3 Identify point of contact to be discussed and give emotion cards to the story teller. 8/10/2019PATRICIA LEE11
- 12. STORY TELLING STEP ACTIVITYREMARKS STEP 4 The story teller is asked to select emotion cards that best sum up how the experience felt STEP 5 The story teller is encouraged to tell the story and invited to say why he or she felt this way STEP 6 The storyteller is invited to say what could have been different, if appropriate. STEP 7 The storyteller is ideally given the typed story to review and change as required and asked for permission to share the story to the care team. 8/10/2019PATRICIA LEE12
- 13. HEARING THE STORYUSING TOUCHPOINTS 8/10/2019PATRICIA LEE13
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- 19. CHALLENGES Who dowe ask to hear the story from ? Hearing the negative Knowing how to react when people discuss aspects of their life or care that are distressing Emotional investment Prioritizing time Valuing the process alongside other measures of effectiveness. Sharing the story with others 8/10/2019PATRICIA LEE19
- 20. EXPERIENCE BASED APPROACH FORSERVICE IMPROVEMENT 4 key steps 8/10/2019PATRICIA LEE20
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- 23. CAPTURE THE EXPERIENCE Toolsavailable : Experience questionaire Patient and staff esperience log Interview (with voice /audio recording) Interview (with film recording) Observation (for understanding or inspiration) CONSENT MUST BE OBTAINED PRIOR TO ALL INTERVIEW WITH PATIENTS 8/10/2019PATRICIA LEE23
- 24. PATIENT EXPERIENCE QUESTIONAIRE Atool to gather people’s feelings/emotions at certain points of the process of care. To celebrate the positives and identify area of improvement. To identify the ideal emotions to evoke at each point while designing patient’s pathway or journey. 8/10/2019PATRICIA LEE24
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- 27. PATIENT & STAFFEXPERIENCE LOG A tool used to capture experiences of staffs and patients while delivering and receiving care. 8/10/2019PATRICIA LEE27
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- 29. UNDERSTAND THE EXPERIENCE The principles are : a) Identify emotions b) Find the touchpoints c) Map the emotions to the touchpoints d) Identify priority 8/10/2019PATRICIA LEE29
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- 33. IMPROVE THE EXPERIENCE Using co-design method to generate a shared understanding between patients , carers and staffs to obtain different perspective on the service and improvements that could be made. 8/10/2019PATRICIA LEE33
- 34. EXPERIENCE IMPROVEMENT SHEET Asheet on which changes to the service can be recorded and tracked against experiences. 8/10/2019PATRICIA LEE34
- 35. INDIVIDUAL ACTION CARD A simple card to record individual’s responsibilities in the improvement project. 8/10/2019PATRICIA LEE35
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- 37. MEASURE THE IMPROVEMENT Subjective outcome # patient’s experience (story telling,questionaire etc) Objective outcome # reduced waiting time # reduced critical event # improved performance, safety and reliability Proxy measurement of patient experience # number of incidents reported # Thank You letters # Sickness and absences 8/10/2019PATRICIA LEE37
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