msk patientnavigator serviceservice design | mark jones | f09aparna unnikrishnanprashant desaital shayvan vuong
I have CANCER
Will I lose my hair?                           Is this normal?                I have CANCERWhat are the           How much...
Is this pain from the Chemo or                     What can I eat?something else?                                 How will...
Who has the knowledge to answerthese uncertainties at MSK?  medical info         physical comfort             emotional   ...
Who really answersthese uncertainties?  medical info            physical comfort     emotional                    logistic...
The patient journey and the      need for reassurance      Emotional      Physical Comfort      Medical Information      L...
How can we better reassure                        first time patients who have                        emotional, physical,...
Matching the right source todeliver each types of reassurancemedical professional             MSK veteran    medical,     ...
msk patientnavigator service
msk patientnavigator service   Components of the Navigator Service:   Navigator team is a group of clinically trained   pr...
msk patientnavigator service   Components of the Navigator Service:   Navigator team is a group of clinically trained   pr...
msk patientnavigator service   Components of the Navigator Service   Navigator team is a group of clinically trained   pro...
From interpersonal                                               ...to self-reliance   guidance...Interpersonal service   ...
Scenario 1: The initial call and   introduction to web portalInterpersonal service   Guidance to MSK         Volunteer net...
The Navigator initiatesthe communication“How are you doing?”
Jane fears she ismissing too muchwork becauseof nausea
Hi Jane,                                                            preferences                                           ...
Scenario 2: Tracking, learning   and enablingInterpersonal service   Guidance to MSK         Volunteer network         Sym...
Hi Jane,                                                                        preferences                               ...
She can also trackher pain at anytimethrough a mobileapplication
appears          As Jane tracks      Hi Jane,                                                            preferences      ...
might cause                                                 Navigator View                                                ...
Hi Jane,                                                              preferencesAfter a few rounds     You are logged on ...
Scenario 3: Access to a wide network   of volunteer cancer survivors 24/7Interpersonal service   Guidance to MSK         V...
It is late and Jane hasuncertainties...
A volunteer from acrossthe world answersJane’s questions instantly
Blueprint: navigator and symptom tracker(scenarios 1+2)   Physical Evidence                       Phone                   ...
Blueprint: volunteer network(scenario 3)   Physical Evidence                                 Web portal                   ...
Testing value proposition  and business case assumptions   Assumptions to test            Resources required             E...
THANK YOU!
appendixadditionalmaterials+previous projectversions
CHA-CHA BLUE PRINT                               Mobile phonePhysical Evidence              Mobile text                   ...
NEWBORN AFTER HOURS ANSWER LINE BLUE PRINT   Physical Evidence                               Phone   Customer Actions     ...
ID ORIENTATION AND REGISTRATION BLUE PRINT                                                                         ORIENTA...
Process -- treatment                                       have asked the right                                       ques...
other treatment                                           other doc                                                       ...
Value Statement:Provide first time patients highly personalized,immidiate, interpersonal reassurence andfeedback, for when ...
Value Statement DraftProvide first time patients continuous, personalized, interpersonal reassurance and guidance, formome...
Service Description DraftWhen starting chemotherapy treatment, a patient can be overwhelmed with information about what to...
PATIENT SUPPORT BLUE PRINT                                                                                                ...
the end...
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MSK Navigator Reassurance Service Design

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MSK Navigator Reassurance Service Design

  1. 1. msk patientnavigator serviceservice design | mark jones | f09aparna unnikrishnanprashant desaital shayvan vuong
  2. 2. I have CANCER
  3. 3. Will I lose my hair? Is this normal? I have CANCERWhat are the How much workside effects? will I miss?
  4. 4. Is this pain from the Chemo or What can I eat?something else? How will this affect my family? How long with it take? What are the chancesWill I lose my hair? of survival? Is this normal? I have CANCERWhat are the How much workside effects? will I miss? When will I be able to How much is this come back to work? going to cost? What are the financial assistance available?
  5. 5. Who has the knowledge to answerthese uncertainties at MSK? medical info physical comfort emotional logisticsNurses Nurses Counselor Social WorkerDoctors Doctors Previous patients ReceptionistPhysicians Assistant Physicians Assistant Caregivers Volunteers Dietitian Friends and Family Previous patientsIs this normal? VolunteersWhat are the chances What can I eat? How will this affectof survival? my family? What are the financial Is this pain from the assistance available?What are the Chemo or something What happens to myside effects? else? relationships? When will I be able to come back to work? Will I lose my hair? I’m depressed what can I do? How long with it take? How do I treat the side effects? How much work will I miss?
  6. 6. Who really answersthese uncertainties? medical info physical comfort emotional logisticsNursesIs this normal? What can I eat? How will this affect What are the financial my family? assistance available?What are the chances Is this pain from theof survival? Chemo or something What happens to my When will I be able to else? relationships? come back to work?What are theside effects? Will I lose my hair? I’m depressed what How long with it take? can I do? How much work will I miss?
  7. 7. The patient journey and the need for reassurance Emotional Physical Comfort Medical Information Logisticalneed for reassurance start 1st round start 2nd round start 3rd round of treatment of treatment of treatment
  8. 8. How can we better reassure first time patients who have emotional, physical, medical and logistical uncertainties throughout their journey?need for reassurance most need for reassurance is after first treatment when things are unfamiliar start 1st round start 2nd round start 3rd round of treatment of treatment of treatment
  9. 9. Matching the right source todeliver each types of reassurancemedical professional MSK veteran medical, logistical physical previous patients patient emotional physical
  10. 10. msk patientnavigator service
  11. 11. msk patientnavigator service Components of the Navigator Service: Navigator team is a group of clinically trained professionals hired to help patients navigate the health system and answer logistical, medical, physical and emotional uncertainties
  12. 12. msk patientnavigator service Components of the Navigator Service: Navigator team is a group of clinically trained professions hired to help patients navigate the health system and answer logistical, medical, physical and emotional uncertainties The mobile application allows patients to track symptoms at anytime and anywhere
  13. 13. msk patientnavigator service Components of the Navigator Service Navigator team is a group of clinically trained professions hired to help patients navigate the health system and answer logistical, medical, physical and emotional uncertainties The mobile application allows patients to track symptoms at any time and anywhere The web portal allows patients to get personalized service from the Navigator Team, learn from their experiences, and connect with past patients to resolve uncertainties
  14. 14. From interpersonal ...to self-reliance guidance...Interpersonal service Guidance to MSK Volunteer network Symptom tracker avigator initiatesN Navigator helps Anytime access to Patients learncommunication by patient find their previous patients how to track theircontacting patient + way through MSK who can relate symptoms - thusmonitors them from services and the to what you’re learning how toremote location. web. They guide going through. An reassure themselves. the patient through international network other uncertainties of survivors allow that might be out patients to ask of their range of questions at all times. expertise and contact other experts when needed.
  15. 15. Scenario 1: The initial call and introduction to web portalInterpersonal service Guidance to MSK Volunteer network Symptom tracker avigator initiatesN Navigator helps Anytime access to Patients learncommunication by patient find their previous patients how to track theircontacting patient + way through MSK who can relate symptoms - thusmonitors them from services and the to what you’re learning how toremote location. web. They guide going through. An reassure themselves. the patient through international network other uncertainties of survivors allow that might be out patients to ask of their range of questions at all times. expertise and contact other experts when needed.
  16. 16. The Navigator initiatesthe communication“How are you doing?”
  17. 17. Jane fears she ismissing too muchwork becauseof nausea
  18. 18. Hi Jane, preferences You are logged on to your profile. TREATMENT TRACKER What is on your mind? Sypmtom Tracker secnereferp ,enaJ iH .eliforp ruoy ot no deggol era uoY REKCART TNEMTAERT Pain Tracker ?dnim ruoy no si tahW rekcarT motmpyS rekcarT niaP timbus stceffE-ediS eliforp tnemtaert ruoy ot gnidroccA .stceffe-edis eseht tcepxe thgim uoyJane reviews tnemtaert tuoba erom nrael ot kcilC message from Navigator (1) .stceffe-edis rof submit seros htuoM ssol riaH aesuaN etiteppa fo ssoLinformation Side-Effects According to your treatment profile Stories chosen specially for Janesent by you might expect these side-effects. Click to learn more about treatment for side-effects.Navigator Mouth sores Hair loss Andreas Storythrough the Andrea in Austria Nausea Loss of appetite It began November 2004. Andrea was in her junior year at The Ethel Walker School, anweb portal all-girls boarding school in Simsbury, CT. She developed a serious pain in her hip, which she attributed to the intensive dance program she had joined at the beginning of the semester. A trip to the on-campus doctor resulted in a prescription for a muscle
  19. 19. Scenario 2: Tracking, learning and enablingInterpersonal service Guidance to MSK Volunteer network Symptom tracker avigator initiatesN Navigator helps Anytime access to Patients learncommunication by patient find their previous patients how to track theircontacting patient + way through MSK who can relate symptoms - thusmonitors them from services and the to what you’re learning how toremote location. web. They guide going through. An reassure themselves. the patient through international network other uncertainties of survivors allow that might be out patients to ask of their range of questions at all times. expertise and contact other experts when needed.
  20. 20. Hi Jane, preferences You are logged on to your profile. TREATMENT TRACKER What is on your mind?Jane has the secnereferp ,enaJ iH Sypmtom Trackeroption of having a .eliforp ruoy ot no deggol era uoY REKCART TNEMTAERT Pain Tracker ?dnim ruoy no si tahW rekcarT motmpyS rekcarT niaP Hi Jane, timbus stceffE-ediS eliforp tnemtaert ruoy ot gnidroccA .stceffe-edis eseht tcepxe thgim uoy preferences tnemtaert tuoba erom nrael ot kcilCnavigator help her .stceffe-edis rof submit seros htuoM ssol riaH aesuaN You are logged on to your profile. etiteppa fo ssoL TREATMENT TRACKER What is on your mind? PREFERANCEStrack her treatment Side-Effects According to your treatment profile Stories chosen specially for Jane I would like to track Sypmtom Trackerand periodically call you might expect these side-effects. Click to learn more about treatment this by myself Pain Tracker for side-effects. I would like a nurse to submit help me track my Mouth sores treatment Hair loss Andreas Story Nausea I would like a family Andrea in Austria secnereferp ,enaJ iH .eliforp ruoy ot no deggol era uoY REKCART TNEMTAERT ?dnim ruoy no si tahW member to help me rekcarT motmpyS rekcarT niaP Loss of appetite Side-Effects It began November 2004. timbus Stories chosen specially Andrea was in her junior year stceffE-ediS eliforp tnemtaert ruoy ot gnidroccA .stceffe-edis eseht tcepxe thgim uoy tnemtaert tuoba erom nrael ot kcilC According to your treatment profile track my treatment for Jane at The Ethel Walker School, an all-girls boarding school in .stceffe-edis rof you might expect these side-effects. seros htuoM ssol riaH Simsbury, CT. She developed a aesuaN etiteppa fo ssoL serious pain in her hip, which Click to learn more about treatment CONTACT she attributed to the intensive for side-effects. dance program she had joined at the beginning of the Mouth sores Would you like a nurse to semester. A trip to the on-campus doctor resulted in a Hair loss call you periodically for prescription for a muscle Andreas Story consultations Andrea in Austria Nausea Loss of appetite It began November 2004. Andrea was in her junior year no at The Ethel Walker School, an all-girls boarding school in Simsbury, CT. She developed a yes serious pain in her hip, which she attributed to the intensive dance program she had joined yes (email only) at the beginning of the semester. A trip to the on-campus doctor resulted in a prescription for a muscle
  21. 21. She can also trackher pain at anytimethrough a mobileapplication
  22. 22. appears As Jane tracks Hi Jane, preferences her symptoms the You are logged on to your profile. TREATMENT TRACKER navigator reviews Sypmtom Tracker the data and tags: week month provides timely mouth sores nausea advice though Message from nurse Jackie: Nausea is one the most common side the portal. effects of chemotherapy.There are couple of things you can do to keep it under control though; Eat small meals through- out the day. Also do not eat fatty, greasy foods right before or during treatment and drink lots of fluids at room tempera- Pain Tracker ture hour day week month
  23. 23. might cause Navigator View preferences Nurse View You are viewing Jane’s data. preferences While reviewing JanesYou are viewing Jane’s data. PAIN TRACKER Sypmtom Tracker PAIN TRACKER data, the navigator sees Pain Tracker Sypmtom Tracker patterns and calls Jane hour day week month Pain Tracker to check up on her 11am 12pm 1pm 2pm hour 4pm day 3pm 5pm 6pmweek 8pm 9pm 10pm 11pm 12a 7pm month feb 1 4 7 11am 12pm 1pm 2pm 3pm 4pm 5pm 6pm 7pm 8pm 9pm 10pm 11pm 12a feb 2 feb 1 4 7 feb 3 feb 2 8 feb 4 8 feb 3 feb 5 7 feb 4 feb 6 8 feb 5 feb 7 7 7 feb 6 feb 8 7 feb 7 feb79 7 feb 8 feb 10 7 feb 11 feb 9 7 feb 12 feb 10 feb 11 feb 12
  24. 24. Hi Jane, preferencesAfter a few rounds You are logged on to your profile. TREATMENT TRACKERof treatment, Jane Sypmtom Trackeris able to track and week month tags:interpret her own mouth sores nausea paindata. Pain Tracker hour day week month 10 9 8 8 7 7 7 7 6 6 5 5 4 3 2 1 feb 5 feb 6 feb 7 feb 8 feb 9 feb 10
  25. 25. Scenario 3: Access to a wide network of volunteer cancer survivors 24/7Interpersonal service Guidance to MSK Volunteer network Symptom tracker avigator initiatesN Navigator helps Anytime access to Patients learncommunication by patient find their previous patients how to track theircontacting patient + way through MSK who can relate symptoms - thusmonitors them from services and the to what you’re learning how toremote location. web. They guide going through. An reassure themselves. the patient through international network other uncertainties of survivors allow that might be out patients to ask of their range of questions at all times. expertise and contact other experts when needed.
  26. 26. It is late and Jane hasuncertainties...
  27. 27. A volunteer from acrossthe world answersJane’s questions instantly
  28. 28. Blueprint: navigator and symptom tracker(scenarios 1+2) Physical Evidence Phone Web portal Web portal Web portal Phone Web portal Email Mobile applicationCustomer Actions Patient receives check Patient receives latent Patient / family Patient tracks Patient receives check Patient reviews their ups from navigator and response with package of member inputs their progress and ups from navigator and previous progress tells Navigator about their information. patient progress suggestions from tells Navigator about their before next treatment to worries the navigator worries anticipate what to expect and plan accordinglyline of interactionContact personOn stage Navigator contacts Navigator introduces patient Navigator contacts patient to ask how they to the symptom tracking patient if there is a need are doing and answers service, and shows an for closer follow up questions. Has example of logging today’s personal dialogue symptoms in the systemline of visibilityContact personBackstage Navigator contacts Navigator sends patient Navigator tracks patient relevant MSK services to answers or directs them progress and inputs advice find answers for patient to appropriate sources. for patient questions if they can’t Navigator may have personal answer it themselves conversation to deliver and translate infoline of internal interactionSupportprocesses Database of patient Portal creates a treatment dates, type of visualization of patient treatment and contact progress throughout time information connected to Navigator calendar Database of prepared texts for suggestions for common conditions Starting point Symptom tracker service Navigating service
  29. 29. Blueprint: volunteer network(scenario 3) Physical Evidence Web portal Online chat PhoneCustomer Actions Patient experiences Patient reviews profiles Patient chat online or concern of volunteers who can be call the volunteer contacted at that timeline of interactionContact personOn stageline of visibilityContact personBackstage Volunteers update their status if they are currently in a chat / phone call with a patientline of internal interactionSupportprocesses Volunteers sign Volunteer Access phone numbers up for time slots profiles are directed to volunteer when they are updated phone, to allow free calls available and on the site and protect volunteer can be reached personal contact info
  30. 30. Testing value proposition and business case assumptions Assumptions to test Resources required Experiment results Expected insights to test assumptions measurements and next stepsWhether patient are Offer the personal symptom Frequency and The results of thiscomfortable and interested tracking feature to a limited exhaustiveness of patient experiment will providein tracking their own test market within the symptom logs usability data for thesymptoms over time. Memorial Sloan Kettering symptom logger - this patient portal. data can inform future improvements to the patient portalIf the volunteer network Create an “E-mail” test Satisfaction levels of If the volunteer networkwill be willing to contribute scenario within the participating patients will be willing to contributetheir time and support existing Volunteer-Patient with regards to volunteer their time and supportthrough the patient portal network. response and support. through the patient portal - if they are, then a volunteer communication tab can be designed for the patient portalIf patients will feel Provide a test group Frequency of patient Results of the papercomfortable inputting of patients with small emotion logs. Determine if prototype can be usedemotions through a mobile personal journals and have patients are willing to log towards designing andevice. them log their emotions in this information (and when appropriate mobile UI. their notebooks. they remember to)
  31. 31. THANK YOU!
  32. 32. appendixadditionalmaterials+previous projectversions
  33. 33. CHA-CHA BLUE PRINT Mobile phonePhysical Evidence Mobile text Cha-Cha website customer texts customer calls customerCustomer Actions cha-cha with to ask question waits for question verbally responseline of interaction Customer receives Customer receives Customer receives Receives thank youContact person welcome message confirmation that answer to question in from Cha-chaOnstage message has been natural language from a received person via SMSline of visibility Cha-cha receives Cha-Cha sends Cha-cha sendsContact person question from automated welcome automated customer message Guide sends answer Cha-Cha sendsBackstage confirmation message to customer automated thank youline of internal interaction Message is sent Forwards formated Generalist or specialistsSupport processes to expeditor question to generalist searches for answer or translator or specialist or searches for stock answer service design F09 | desai | shay | unnikrishnan | vuong
  34. 34. NEWBORN AFTER HOURS ANSWER LINE BLUE PRINT Physical Evidence Phone Customer Actions Mom calls clinic Mom tells Mom leaves a receptionist she on machine + contact details line of interaction Contact person Receptionist Receptionist asks Machine instructs no Onstage the mom to leave a the mom back for the nature of message on machine details to leave in provide guidance on your call message line of visibility Contact person Receptionist checks Backstage if someone is pages person to message call line of internal interaction Support processes Service bill is added for patient’s next billWhat value does this analogy add to our service? service design F09 | desai | shay | unnikrishnan | vuong
  35. 35. ID ORIENTATION AND REGISTRATION BLUE PRINT ORIENTATION REGISTRATION email messages, Print collateral Voice mail, Email Course Info sheet , Websites : ID, IIT Emails, ID registrationPhysical Evidence google group webpage Mailing Envelope checklist, schedules and other design related forms, MyIIT websites, emails registration site.Customer Actions New Students receive New Students receive New Students receives Students attend the Students seeks for Student makes the email / student access information package contact from the course introduction additional information course decision to Google Groups mentorline of interaction New students New student does non Ongoing dialogue Mentor and start interacting IIT research about the between faculty, mentee interactsContact person within The new students are Students, Professors subjects advisors and admin. and exchanges Students receive theOnstage themselves and informed about the interactions takes information PIN for registration ID announces to also current ID course introduction place. Advisor signs off on the either through Admin provides with the the new student students through dates and time. chosen courses phone, email, in New student looks at SeeID and IIT registration materials group abt the message posting person Student registers at IIT Google Groups. and answers New students speaks to current studentsline of visibility website The current ID The Mentor reaches Admin is receivingContact person students sets administration out to the new information fromBackstage up the Google sends out the students, (their new students on new Groups information respective chosen classes. mentees )line of internal interaction Administration The current student body or the Welcome ID recruits mentors and IIT website is updated organizes admin designs the package and pairs them with the mentee The Admin schedulesSupport processes the groups and puts the content together. the course introduction gets together Faculty puts the course ID and IIT admin event email IDs of the The new student addresses are Mentors and mentees are asked to descriptions on See ID collaborates and new student collected send in information so that they can registers students into body be paired up. the IIT system Admin sets up the SeeID. Faculty prepares the content service design F09 | desai | shay | unnikrishnan | vuong
  36. 36. Process -- treatment have asked the right questions in the right way Symptomsfinding credible info Physical Workarounds for them Medical Comfort Pain doctors/nurses Reassurance What kinds of uncertainty do they have that don’t stem from lack of disease information? Logistical Stress location Emotional Anxiety process -- admin Depression family friends NED
  37. 37. other treatment other doc side effects way finding 2nd Opinion symptom meaning more infolonger than expected (before Problems tests: make sure all consultation) needed are done interpret results New Cancer Patients finance Social diet Kids Support/ Lifestyle Partner NED- Clinic No Evidnece anxieties Friends of Disease State of People at what to expect Mind Clinic Family Home receptionistschemo Chemo Brain volunteers Nurses Doc need for reassurance Emotional feelings Medical
  38. 38. Value Statement:Provide first time patients highly personalized,immidiate, interpersonal reassurence andfeedback, for when they experience uncertanitiesin between treatments.Who is your target customer: What are the benefits of our offerings:First-time cancer patients + immediacy of reassurance + personalized experienceWhat are their concerns: + accessable supportEmotional Reassurance, becoming comfortable with + proactive/ solution orientedthe treatment in the initial phase when you are more + push not pulllost. What are the kinds of uncertainties do they have + Help predict future experiencethat don’t stem from lack of disease information? Online communities ie http://patientslikeme.org, http://What are their unmet or underserved needs: www.caringbridge.orgEmotional reassurance and physical comfort Compared to what is offered by our competition?What are our offerings for these customers: +websites+ Personalized experience +patient- to- patient service+ Concierge/ buddy/ advocate +online forums+ Direct link to profession +social support groups+ immediate feedback + doctors/staff at clinic+ individualized learning tools (tracking symptoms soyou know when to expect side effects)+ guidebook
  39. 39. Value Statement DraftProvide first time patients continuous, personalized, interpersonal reassurance and guidance, formoments of treatment-related uncertainty, pain, and confusion through offering timely, patient-specificawareness tools and professional support between treatments.The MSK Navigator Portal enables MSK’s team of friendly nurses to work together with their patientsto monitor cancer symptoms, side-effects, and pain over time resulting in greater predictability for thepatient. They gradually transition from Navigator initiated follow-up and guidance to patient self-service.
  40. 40. Service Description DraftWhen starting chemotherapy treatment, a patient can be overwhelmed with information about what toexpect – particularly in regards to pain and symptom management. While the internet holds a wealthof information for cancer patients, it is often cumbersome and confusing to navigate non-personalizedwebsites in hopes of locating relevant, in-the-moment information.The MSK Navigator Portal enables MSK’s team of friendly nurses to work together with their patientsto monitor cancer symptoms, side-effects, and pain over time resulting in greater predictability for thepatient. They gradually transition from Navigator initiated follow-up and guidance to patient self service.Through the MSK Navigator portal, patients are encouraged to track the distressing side-effects of cancerand treatment and are provided 3 different options to do so:(1) Self-Tracking (Patient Self-Service): By selecting the self-tracking options, patience can develop self-awareness over time, and are able to anticipate and preemptively prepare for the next occurrence ofcancer and treatment related side-effects. Patients are also able to communicate with a nurse directlyif any additional concerns arise and are able to do so through indicating their preferred communicationchannel at the MSK Navigator website.(2) Nurse Assisted Tracking (Nurse Link): The Navigator Portal provides a direct connection to MSK nurses.In MSK Navigator, patients are provided the option of allowing nurses access to view their pain andsymptom logs. By sharing this information, patients enable nurses to track their personal logs over time,and subsequently provide timely medical support and intervention. With MSK navigator, nurses are ableto provide first time chemotherapy patients with personalized pain and symptom specific reassurancethrough continually anticipating patient-specific needs throughout chemotherapy treatment.(3) Family member assisted tracking (Family Friends Link): Patients can also provide their loved onesaccess to their logs. In doing so, family members can help monitor the patient’s progress and provide amore complete picture
  41. 41. PATIENT SUPPORT BLUE PRINT possible starting points Mobile MobilePhysical Evidence Email Phone Phone Email Website Patient gets immediate response Patient recieves checkCustomer Actions Patient has ups from navigator and uncertainties and tells Navigator about there contacts their navigator worries Patient receives via SMS, email, Patient receives latent response website or phone confirmation with package of message has been information. received, approx time for answer. line of interaction Navigator recieves Navigator contacts Navigator sends patient Navigator sends patientContact person message and answers or directs them patient to ask how they timely messages orOnstage imediately answers are doing and answers calls patient to inform to appropriate sources. or sends message questions. Has them about treatments, Navigator may have that they are working personal dialogue potential side effects personal conversation to on it deliver and translate info line of visibility Navigator is given basicContact person Navigator does information about treatmentBackstage investigation for questions and is educated on basic they can’t readily answer information. line of internal interactionSupport processes MSK web portal MSK has a team of experts Team of experts dispatch that helps answer and specialists composed answers to navigator. If questions and of a nurse, counselor and Expert team on call to answer there is a lot of content, they directs to relevant information science person. navigator questions. MSK may package information stories and Navigators are given basic provides support for navigators. in an email or other printed information. information from the experts To direct them to answers they material. in the form of workshops cant find themselves and training. service design F09 | desai | shay | unnikrishnan | vuon
  42. 42. the end...

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