Imagineering the future of healthcare

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Presentation given at Service Science Factory, Cafe october 2013. The presentation mainly deals with data/information from a user experience point of view in the healthcare settings. And suggests patient centric services based on key meta trends in the sector.

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Imagineering the future of healthcare

  1. 1. Imagineering the future of healthcare Aditya Pawar Service & user experience design
  2. 2. IMAGINEERING 1 INTRODUCTION 2 SEEKING ALTERNATE CARE FUTURES 3 TRENDS SHAPING HEALTHCARE 4 FACTORIZING NEW MODELS OF CARE 5
  3. 3. IMAGINEERING SEEK Old Solutions: Products,Service, business models Vision: Interactions & Experience New FACTORIZE Foresight: Macro trends, Future vision, Entrepreneurial climate SHAPE
  4. 4. INTRODUCTION: THE COMPLEX PICTURE Complexity of Obama care visualized our-voices-arkansas.com
  5. 5. INTRODUCTION: THE SOCIETAL PERSPECTIVE
  6. 6. The future is already here — it's just not very evenly distributed. William Gibson American-Canadian writer
  7. 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. 8. SEEKING ALTERNATE CARE FUTURES PREVENTIVE medicine FRAGILE Economic growth RESPONSIBLE CARE EXPENSIVE CARE CRITICAL CURE EXPENSIVE CURE CURATIVE medicine ROBUST Economic growth
  9. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 23. Sleeper SLEEP APNEA SELF HELP PORTAL
  24. 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. 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. 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

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