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Welcome Home: Designing the Syrian Refugee Intake Experience - Justin Kirkey

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We may know about service design and user experience in the context of products, but what kind of experience is it when you’re displaced from your home and community—everything familiar to you—and forced to navigate through unknowns in search for a better future? What this really boils down to is simply the human experience.

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Welcome Home: Designing the Syrian Refugee Intake Experience - Justin Kirkey

  1. 1. A Reflection on Canada’s 2015 Syrian Refugee Operation IN FLUX
  2. 2. TODAY’S FOCUS
  3. 3. 1 Background 2 Our Role 3 Adapting 4 The Sprint 5 The Arrival 6 Reflection TODAY’S FOCUS Canada’s Syrian Refugee Operation Case study through a service design lens:
  4. 4. BACKGROUND
  5. 5. Bernard Weil | Getty Images
  6. 6. Bernard Weil | Getty Images 35,147 Relocated to Date
  7. 7. SYRIAN REFUGEES Context in a nutshell
  8. 8. Peter Macdiarmid | Getty Images Arab Spring Uprisings
  9. 9. Syrian Civil War
  10. 10. Matteo Rovella Pictures Mass Displacement of 4,810,216 People
  11. 11. Khalil Mazraawi | Getty Images Varied International Responses
  12. 12. DIFFERENT PERSPECTIVES From Western Audiences
  13. 13. If Europe fails on the question of refugees, then it won’t be the Europe we wished for. - Angela Merkel
  14. 14. I’m putting the people on notice that are coming here from Syria as part of this mass migration, that if I win, if I win, they’re going back. - Donald Trump
  15. 15. Canadian Press Key tenet of Trudeau’s election platform
  16. 16. This is not just about welcoming 25,000 Syrian refugees... - Justin Trudeau
  17. 17. ...It’s welcoming 25,000 new Canadians. - Justin Trudeau
  18. 18. OUR ROLE
  19. 19. Goverment operation involving many groups Federal, provincial, municipal, military, NGOs & volunteers
  20. 20. Medical ‘SWAT Team’
  21. 21. Mass casualty events, medical crises, unique emergencies Can deploy anywhere in the province, on short notice
  22. 22. Taxi Driver (1976) | Columbia Pictures Talkin’ to me?
  23. 23. “You’re the human factors guy” Taxi Driver (1976) | Columbia Pictures
  24. 24. ADAPTING
  25. 25. Show up at 6:00am at this address and we’ll go from there.
  26. 26. Just soak it all in
  27. 27. Ethnography, co-design, experience mapping, prototyping, etc. Keep the toolbox in mind
  28. 28. Project Description As part of the Healthcare Human Factors website refresh, a video will be made to showcase our service offerings Project Considerations — motion graphics overlay (if applicable) Project Brief HEALTHCARE HUMAN FACTORS PROMO VIDEO Desired “deliverable” was undefined
  29. 29. So ask yourself: What is the ideal output?
  30. 30. THE SPRINT
  31. 31. An ever-evolving situation — When are they coming? — How and where will they arrive? — Who exactly are they? — Where will they stay? For how long? — What is their physical condition? — What is their mental state? — How many will speak English? — When will we get answers?
  32. 32. EMAT 1 Provide primary care clinic support A at arrival point (Pearson) B at interim lodging sites (ILSs) Healthcare Human Factors 1 Connect all the dots 2 Package up for EMAT Whole bunch of organizations 1 Identify & vet refugees 2 Figure out details of their arrival 3 Figure out where they’ll stay 4 Plan for their long-term success
  33. 33. EMAT 1 Provide primary care clinic support A at arrival point (Pearson) B at interim lodging sites (ILSs) Healthcare Human Factors 1 Connect all the dots 2 Package up for EMAT Whole bunch of organizations 1 Identify & vet refugees 2 Figure out details of their arrival 3 Figure out where they’ll stay 4 Plan for their long-term success
  34. 34. EMAT 1 Provide primary care clinic support A at arrival point (Pearson) B at interim lodging sites (ILSs) Healthcare Human Factors 1 Connect all the dots 2 Package up for EMAT Whole bunch of organizations 1 Identify & vet refugees 2 Figure out details of their arrival 3 Figure out where they’ll stay 4 Plan for their long-term success
  35. 35. 6:00 am Show up at this address...
  36. 36. Shadowing
  37. 37. Planning
  38. 38. Mapping
  39. 39. Collaborating & Synthesizing
  40. 40. Dry-running
  41. 41. Deliverable? “Guidebook document”
  42. 42. DECEMBER 2015 ONTARIO EMAT PRIMARY CARE CLINICS FOR SYRIAN REFUGEES: SETUP GUIDEBOOK
  43. 43. 12EMAT: Primary Care Clinic Setup Guide (Dec 2015) Recommended Reading Western Australian Health Care Providers’ Handbook on Muslim Patients First Edition 2014 This handbook provides a comprehensive primer to healthcare workers who may have little experience in providing care to Muslim patients. It details Islamic cultural practices such as prayer times, outlook on gender, dietary considerations, and more. Download PDF here Western Australian Health Care Providers’ Handbook on Muslim Patients First Edition
  44. 44. Entrance Reception area Med Supplies BED #2 BED #1 PS area HS/Masks Play area ESP cart PS files for assessment General Filing Returning Visit Files Today Assessment Files Waiting area Supply area LEGEND - Desk with LB 12 - Recycling container - Sharps container - Storage bin - Bio-hazard waste receptacle - Regular waste receptacle - Security Secure storage bin for meds Soiled Utility Room Key Concepts For privacy and cultural issue, no two doors of patient exam area should face each other. And patient flow should not pass in front of another exam room. Exam room includes PS area. Computer 1 2 3 4 5 Suggested Clinic Layout (Generic) *This suggested layout is based on a generic warehouse space; customization on a per-site basis is to be expected
  45. 45. sk ily as y) Require belongings bag? First Visit or Follow-Up? Follow- Up Put belongings in bag(s); carry bag(s) throughout clinic Y N TION (2) REGISTRATION DESK (3) WA Proceed to Registration Queue Receive patient First Visit Start New Charting Folder Take 2 ID Stickers; Place 1 on Chart and 1 on Bracelet Apply Bracelet to Patient Place Chart in "To Be Seen" Queue Bin for Treatment or Psychosocial Direct Patient to Waiting Area Dialogue with PT; Input Intake Info into Excel Ask for Name Find Chart in "Follow-Up" Bin (Alphabetical; Last Name) Write ID onto New (Blank) Bracelet and Apply to Patient Patient still has ID Bracelet? N Dialogue with PT; Update Intake Info into Excel Y Proceed to Waiting Area Take Next Chart from "To Be Seen for Treatment" Queue Bin Ready for New Patient Call Out PT Name and/o (Confer wit Translator a Necessary Wait to be Called and Escorted by Medical Professional Proceed Back to Waiting Area Ready for New Patient Take Next Chart from "To Be Seen for Psychosocial" Queue Bin Call Out PT's Name and/or ID (Confer with Translator as Necessary) Entry into Clinic Observe Pre-Registration Signage Put on mask (self + family members as necessary) Lodging Observing fever? Y PATIENT+FAMILYADMIN/CLERKMEDICALWORKERPSYCHOSOCIALER Require belongings bag? First Visit or Follow-Up? Follow- Up N Put belongings in bag(s); carry bag(s) throughout clinic Y N (1) PRE-REGISTRATION (2) REGISTRATION D Proceed to Registration Queue Receive patient First Visit Start New Charting Folder Take 2 ID Stickers; Place 1 on Chart and 1 on Bracelet Dialogue with PT; Input Intake Info into Excel Ask for Name Find Chart in "Follow-Up" Bin (Alphabetical; Last Name) Patient still has ID Bracelet?
  46. 46. Treatment Area StaffInventoryProcess Station Step Purpose For medical staff conducting assessments: • Clear separation from waiting area and other treatment areas for privacy reasons • Easy access to medical supplies & cleaning Required: • 2 x medical professional (RN, NP, and/or MD) (Medical staff must have at least 1 female on shift at a time for cultural sensitivity) Required: • Primary PT assessment Possible escalations: • To MD (consult call) • To EMS • To Psychosocial health • To Diagnostics 4 Treatment Required per station: • Bed for PT + 2 chairs • LP12 or AED + table • Crash bag • Biohazard container • Sharps container • Privacy (room / dividers) Treatment bed LP12 or AED Temporary dividers as necessary Chairs and/or table for supplies
  47. 47. 24EMAT: Primary Care Clinic Setup Guide (Dec 2015) Pearson Infield Terminal Setup Gate 523: Flow of refugees disembarking from plane into terminal; walk through glass entryway to Gate 521 CBSA Officers on the lookout for communicable diseases to escalate to PHAC RNs if necessary PHAC RNs Welcome Centre CBSATerminals Gate 521: Welcome to Canada! Proceed to CBSA Waiting Area Service Canada EMAT CBSAWaitingArea
  48. 48. Flow through Pearson (Detailed) Fit to fly? Y N DND HCPs: 1 x MD 1 x RN Staffed on plane Event Start IME Screening at Origin Point by DND Personnel Jordan/Lebanon 1.0 Board plane and travel to Toronto, Canada 2.0 Arrival at Pearson Airport 3.0 Disembark (Gate 523) 4.0 MD/RN identified for med assistance? N Y Proceed to receive primary care assessment @ EMAT EMAT Proceed to PHAC Quarantine RNs PHAC Quarantine flag for EMAT? N Y Proceed to CBSA Processing 5.0 Proceed to Welcome Centre (Receive clothing) 7.0 Identifies patients in need of assistance Placement arranged? Placement to pre-arranged location in Canada 8.A Proceed to Interim Lodging Site (ILS) 8.B Y N Self-identify for medical assistance? N Y Proceed to Service Canada (Receive SIN #) 6.0 EMS Critical? YN Exit to EMS (Peele Medics) Proceed to Next Station in Process (CBSA if not yet processed, or Service Canada if they have already gone through CBSA) CONTINUE ON EMS Critical? YN
  49. 49. 70EMAT: Primary Care Clinic Setup Guide (Dec 2015) Inbound refugees will be gradually acclimatized to Canadian culture, but are expected to undergo a period of learning and education regarding acceptable practices and behaviour that may greatly contrast what is normal for them. Accordingly, all clinic staff are expected to exercise appropriate sensitivity, tact, and discretion in handling culturally sensitive scenarios that may arise. SITUATIONS REQUIRING ESCALATION: Call EMAT EOC: 1-800-680-7260 When in Doubt: Call EMAT
  50. 50. Rolling with the punches — Info changing all the time — Lots of unknowns — Intense / urgent situation — Little time to manicure output — Unique design challenges (language + cultural + religious customs)
  51. 51. THE ARRIVAL
  52. 52. DECEMBER 2015 First flights @ Pearson
  53. 53. Stacey Newman | Shutterstock.com
  54. 54. Mark Blinch | Reuters
  55. 55. Nathan Denette | The Canadian Press
  56. 56. REFLECTION
  57. 57. Looking back — Service design is a powerful “lens” — Work within your constraints — Be thankful you live in Canada :) — If you want to get involved... #WelcomeRefugees
  58. 58. Bernard Weil | Getty Images A Reflection on Canada’s 2015 Syrian Refugee Operation THANK YOU
  59. 59. Questions?

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