The document discusses imagining the future of healthcare through an "imagineering" approach. It summarizes that the future will shift from reactive, independent entities focused on competition to planned, integrated services focused on collaboration. It also discusses trends like increased patient centricity and involvement in care. New models are proposed that focus on prevention, self-management, and patient access to their own health data to better collaborate with providers.

1. Imagineering the future of
healthcare
Aditya Pawar
Service & user experience design

2. IMAGINEERING
1
INTRODUCTION
2
SEEKING ALTERNATE CARE FUTURES
3
TRENDS SHAPING HEALTHCARE
4
FACTORIZING NEW MODELS OF CARE
5

3. IMAGINEERING
SEEK
Old
Solutions:
Products,Service,
business models
Vision:
Interactions &
Experience
New
FACTORIZE
Foresight:
Macro trends,
Future vision,
Entrepreneurial
climate
SHAPE

4. INTRODUCTION: THE COMPLEX PICTURE
Complexity of Obama care visualized
our-voices-arkansas.com

5. INTRODUCTION: THE SOCIETAL PERSPECTIVE

6. The future is already here — it's just not
very evenly distributed.
William Gibson
American-Canadian writer

7. KEY DRIVERS for HEALTHCARE
Globalization
,
Customization/personalization
Aging and chronic conditions (obesity, mental health…)
The changing nature of disease
New medical technologies and treatments

8. SEEKING ALTERNATE CARE FUTURES
PREVENTIVE medicine
FRAGILE
Economic growth
RESPONSIBLE
CARE
EXPENSIVE
CARE
CRITICAL
CURE
EXPENSIVE
CURE
CURATIVE medicine
ROBUST
Economic growth

9. MACRO TRENDS SHAPING HEALTHCARE
VALUES
PATIENT CENTRICITY
ACTORS
•
•
•
•
•
•
•
•
TOUCHPOINTS
EXPERIENCE
Need for transparency
Need for engagement & collaboration
Need for accountability & privacy
Need for safety, assurance
Need for knowledge & information
Need for time and location sensitivity
Need for individual & interpersonal sensitivity
Need for privacy

10. VALUES
MULTIPLE ACTOR NETWORKS
ACTORS
• Developing shared values, culture & vision around patient
centric care
• Aligning back office functions, budgets and financial systems
• Coordinating information & services and integrating patient
care within a single process
• Aligning policies and regulatory frameworks
TOUCHPOINTS
EXPERIENCE
Government
(regulation + supervision)
Healthcare
purchasing
Health
insurance
market
Insured/
patients
market
Providers
Healthcare
provision
market

11. VALUES
ACTORS
TOUCHPOINTS
EXPERIENCE
CARE TOUCHPOINTS
• Increase in home care settings (preventive, self managed,
home based services)
• Integrated family/community health centers
• Shared care services based on partnership between
hospital clusters (e.g. diagnostics, outpatient consultation)
• Creation of specialty centers/ hubs for targeted
treatments
• Focus on continuum of care rather than fragmented care
‘Home’
Settings
Primary
Care
Secondary
Care
Specialist/
Tertiary Care

12. VALUES
EXPERIENCE
ACTORS
Patient experience
Sector Experience
•
Services feel more part of a system
•
Growth in larger urban areas; distant/rural
areas develop remote care models
•
More electronic communication and services
accessed from home
•
More use of electronic information and
awareness created in patients
•
Experience more services from integrated
family health centers
•
Community/informal sector providers
linked to large hospitals
•
Easier access to specialists
•
Primary care involved in prevention and
self management
•
Experience more prevention focused
interactions
•
Technologies used to leverage scarce
expert skills
•
Expectations around quality and
communication better served
•
Consolidation of some hospital services
into smaller number of regional centres
TOUCHPOINTS
EXPERIENCE

13. SUMMARY
Old
New
From reactive
…to planned/anticipatory
From independent entities
…to integrated services
From resource competition
…to resource collaboration
From isolated/ Disengaged
infrastructures
…to linked national/regional
Infrastructures and care continuum
From quality program
…to systematic quality
From performance based delivery
…to value based delivery
From patient as passive actor
…to patient as collaborator

14. FACTORIZING NEW MODELS OF CARE
Challenge 1: PATIENT AS COLLABORATOR
Patient: Am I involved in my hospital care?
Provider: Am I giving information to aid decision making by the patient?
Key trend: Integrated care, patient centric data, care continuum

15. Recovery advice and
community support
Current
Situation
Home (Self-care setting)
Patient contacts
healthcare service
provider with an
injury
Case of rehabilitation after an
accident
•
•
•
•
Patients have a
fragmented care journey
Patients get data from
various sources which may
not be understandable or
usable by him/her
Organisations do not
necessarily exchange data
between each other
Some important
community, private clinics
are outside the care
network and not
integrated into the care
journey seamlessly
Informal
Care services
General
information and
medicines
GP
Prescription
Information
Pharmacy
Hospital
Information
flow
Specialist
Communit
y clinic/
wellness
center
Repeated referrals and
visits starting from the
GP, to the hospital and
often to a specialist.

16. Informal
Care services
Home
Community
clinic/ wellness
center
NEW SERVICE
Care
Stream
Single portal for
patients to receive,
interpret, annotate
their data &
collaborate with their
doctor
Pharmacy
Information
flow
GP
Hospital
Specialist
Repeated referrals and
visits starting from the
GP, to the hospital and
often to a specialist.

17. Care Stream
DATA FOR PATIENT COLLABORATION
An example of a desktop
touchpoint for the service. 3
functions namely – overview,
calender and journal functions
are described.

18. Care Stream
DATA FOR PATIENT COLLABORATION
The patient is able to invite a
friend or family member to
share this profile and follow
his/her healthcare progress
Contact information of
the hospital/clinic
relevant to his
condition or
geographical location is
seen here.
The patient has the
chance to chat live with
a resident nurse or care
taker to ask basic
questions with regard
to his treatment
Historical
calender of
events (therapy ,
consultation,
tests,
appointments
that the patient
goes through)
Patient data
relating to a
single event can
be observed here.
This includes
medical reports, x
rays, audio notes
by the patient
and consultation
notes etc
Important notifications on alerts and
important days are seen here. The user
can see his/her activity feed and other
self-created data. The notifications are
color coded to indicate urgency and
importance.
Further apps can
be downloaded for
exampe to make
payments or get
reimbursements
etc

19. Care Stream
DATA FOR PATIENT COLLABORATION
The patient can see who is going
to meet him (or who is the
contact person) for his next visit
to the hospital.
The calender
function indicates
the past and
future
appoointments
The patient can check
additional information
or change his
appointments here.
He can also ask for
special assistance like
and ambulance

20. Care Stream
DATA FOR PATIENT COLLABORATION
The journal is an
important means by
which the patient
interprets his own
condition as per the
information available to
him
He/she is able to record
notes and make an
audio of her
consultations and have
a historical record of
her condition and
progress
He/she is also able to
periodically assess the
mental, physical and
social wellbeing. Factors
which are largely
ignored in traditional
health data

21. FACTORIZING NEW MODELS OF CARE
Challenge 2: SELF HELP
Patient: Am i aware and am I prepared to care for my condition ?
Provider: Am i supporting the patient to prevent health ailments?
Key trend: Prevention, self-management and home-based services, ambient
assisted living

22. Sleeper
Information
flow
Case of sleep apnea
This service describes how patients
can constantly monitor their sleep
apnea and prevent a serious
condition developing by early
intervention and healthy living
Sensors collect Sleep data at home
Specialist
•
•
•
Community
clinic/ wellness
center
Contact with specialists
Access to advanced home test kits
Access to therapy communities
Data analyzed by service
provider
NEW SERVICE
Data presented in usable format
for patient, self help tips
included.

23. Sleeper
SLEEP APNEA SELF HELP PORTAL

24. Sleeper
SLEEP APNEA SELF HELP PORTAL
The information on sleep
patterns is simpified and made
into a positive status message (in
this case an icon)
Products can be
subscribed to. The
products could
include objects like
bed-linen printed
with sensors or a
subscription to a
DIY test kit or
mobile technology
applications etc
Lifestyle choices to prevent
sleep apnea are
encouraged
Patient Communities are
harnessed for support and tips
and tricks

25. TAKE AWAYS & REFLECTIONS
• There is no “one size fits all” solution to healthcare service design
• An Imagineering approach focusses on a sustainable future solution and may
also provide alternate future scenarios as deviations from the current non
desirable trends
• Fragmentation is a key problem. To solve it a systems approach to services in
healthcare is necessary
• New technology can support change, but it’s the actors who ultimately have the
power to influence change in the healthcare sector
• Information and data is meaningless unless it is transparent, understandable
and leads to collaboration between the healthcare and the healthseeker.
Emphasis on ‘data user-experience’ is important
• Patient centric care means different things to different people! Make sure the
patient is really central to the solution

26. Thanks!
‘Ask & tell...’
Aditya Pawar
Service & user experience design
Service Science Factory
E. adipawar@gmail.com
M. +46 703259111
Twitter. @adipawar
This presentation can be
found at:
http://healthcareintransition.
wordpress.com