Taming Wicked Problems:
How art and design schools can contribute
to solving some of the most difficult issues
in healthca...
Cathy Weir:

Director, Quality Improvement and Patient Safety,
Fraser Health

Linda Dempster:

Executive Director, Quality...
Wicked Problems
Wicked problems...
are extremely difficult and even
seemingly impossible to solve because
of the complex or ever-changing
...
Problems with no apparent solutions.
Problems with no apparent solutions.
Worse, problems that shift as soon as you
try to solve them.
Jeff Conklin
?
How can we approach this?
How can we approach this?
•	 evidence led initiatives
•	 scientific method
New(er) strategies
Design Research:
New Tools
Design Research:
New Tools
- evidence led research
- action, qualitative research
- participatory research
- iteration, br...
Fraser Health

Project:
		 Patient Safety and Engagement
Co-creation sessions
- Public
- RNs
- LPNs
- Management
- Patient Advisory
- Allied Professionals
Co-creation materials: Allied workers
Spotting patient risk
Spotting patient risk
Co-creation materials: Management
Scenario mapping
Safety concerns
Ethnographic Probes
- Patients in hospital
Use of an iPad as a probe
Communication preferences
Communication preferences
Role description
Results Analysis
- review materials
Affinity diagrams
Principles
Cognitive Maps
Brainstorming
Getting Messy
Deliverables
Vancouver Coastal Health:
- examples
Data Visualization: before

	
  
Data Visualization:
after
Data Visualization: after
Data Visualization:
after

PAT IEN T ’S T IME T R AC K ER
Every second matters.

E x AMPLE:

S h A D E O N LY O N E C I R ...
Patient Violence
Patient Violence
Patient Violence
Quality Academy
Quality Academy
Why we need to cooperate
Why we need to cooperate
An invitation to participate
Imagine what we could accomplish if we all came
together to focus on some of these problems, ...
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care
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Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care

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This presentation was delivered in session A4 of Quality Forum 2014 by:

Jonathan Aitken
Director, Health Design Lab
Associate Professor, Faculty of Design & Dynamic Media
Emily Carr University of Art & Design

Linda Dempster
Executive Director, Quality, Patient Safety & Infection Control
Vancouver Coastal Health

Cathy Weir
Director, Quality Improvement and Patient Safety
Fraser Health

Published in: Health & Medicine
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Taming Wicked Problems: How Art and Design Schools Can Contribute to Solving Some of the Most Difficult Issues in Health Care

  1. 1. Taming Wicked Problems: How art and design schools can contribute to solving some of the most difficult issues in healthcare. Quality Forum February 27, 2014
  2. 2. Cathy Weir: Director, Quality Improvement and Patient Safety, Fraser Health Linda Dempster: Executive Director, Quality, Patient Safety, and Infection Control, VCH Jonathan Aitken: Director, Health Design Lab, Emily Carr University
  3. 3. Wicked Problems
  4. 4. Wicked problems... are extremely difficult and even seemingly impossible to solve because of the complex or ever-changing environments in which they arise. Jeff Conklin
  5. 5. Problems with no apparent solutions.
  6. 6. Problems with no apparent solutions. Worse, problems that shift as soon as you try to solve them.
  7. 7. Jeff Conklin
  8. 8. ?
  9. 9. How can we approach this?
  10. 10. How can we approach this? • evidence led initiatives • scientific method
  11. 11. New(er) strategies
  12. 12. Design Research: New Tools
  13. 13. Design Research: New Tools - evidence led research - action, qualitative research - participatory research - iteration, brainstorming - testing solutions
  14. 14. Fraser Health Project: Patient Safety and Engagement
  15. 15. Co-creation sessions - Public - RNs - LPNs - Management - Patient Advisory - Allied Professionals
  16. 16. Co-creation materials: Allied workers
  17. 17. Spotting patient risk
  18. 18. Spotting patient risk
  19. 19. Co-creation materials: Management
  20. 20. Scenario mapping
  21. 21. Safety concerns
  22. 22. Ethnographic Probes - Patients in hospital
  23. 23. Use of an iPad as a probe
  24. 24. Communication preferences
  25. 25. Communication preferences
  26. 26. Role description
  27. 27. Results Analysis - review materials
  28. 28. Affinity diagrams
  29. 29. Principles
  30. 30. Cognitive Maps
  31. 31. Brainstorming
  32. 32. Getting Messy
  33. 33. Deliverables
  34. 34. Vancouver Coastal Health: - examples
  35. 35. Data Visualization: before  
  36. 36. Data Visualization: after
  37. 37. Data Visualization: after
  38. 38. Data Visualization: after PAT IEN T ’S T IME T R AC K ER Every second matters. E x AMPLE: S h A D E O N LY O N E C I R C L E MAkE DARk MARkS PATIENT’S CALL FOR MEDICAL ASSISTANCE 10-15 mins ≤5 Ideal time interval PICk uP + 10 15 20 25 ≥30 DROP OFF wE AT hER T R A FFIC T EC hNIC A L DIFFIC uLT IE S OT hER C AuSE OF DEL AY (if exceed ideal time) IF OThER , S TATE FIRST FACILIT Y 15 mins Ideal time interval ≤5 10 15 20 25 ≥30 wAIT TIME IN FIR S T FACILIT Y AT T ENDA N T S A MbuL A NC E AvA IL A bLI T Y T EC hNIC A L DIFFICuLTIES OT hER C AuSE OF DEL AY (if exceed ideal time) IF OThER , S TATE 20 mins Ideal time interval TR AvEL TIME TO MAIN hOSPITAL ≤ 15 20 25 30 35 ≥40
  39. 39. Patient Violence
  40. 40. Patient Violence
  41. 41. Patient Violence
  42. 42. Quality Academy
  43. 43. Quality Academy
  44. 44. Why we need to cooperate
  45. 45. Why we need to cooperate
  46. 46. An invitation to participate Imagine what we could accomplish if we all came together to focus on some of these problems, and shared the results openly.

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