This document provides an introduction to a session on RIP+MIX, a design tool to encourage creativity and innovation in transforming outpatient service delivery. The session aims to introduce RIP+MIX, which was developed by Deutsche Telekom and the University of Dundee to include stakeholders in innovation processes. It has been used as a first step to transform demand for outpatient services. The session outcomes are to provide an overview of RIP+MIX, help participants think creatively about their own services using RIP+MIX tools, and have fun.

1. RIP + MIX
Unlocking creativity to enable staff,
patients and public to re-imagine
service delivery

2. Chair and facilitators
Pam Whittle - Chair, Scottish Health Council.
Alison Cormack - National Improvement Advisor, QuEST.
Hazel White – Duncan of Jordanstone College of Art & Design,
University of Dundee.
Dr Fiona Wood -, Duncan of Jordanstone College of Art &
Design, University of Dundee.

3. Aim
The aim of this session is to introduce
RIP+MIX: a fast, effective and engaging design
tool to help encourage creativity and innovation.
This session will explain how RIP+MIX was
developed by Deutsche Telekom and the
University of Dundee as a way of including
stakeholders in innovation processes. We have
used it as a first step in transforming demand for
outpatient services.

4. Background
• In November 2011 the NHS Efficiency Portfolio Board
gave its commitment to support a programme of work to
transform outpatient services by considering how new
demand, repeat demand and utilisation of outpatient
resources could be better managed across Scotland.
• The economic restraints and growing demand on
services provides the challenge to stimulate creative and
innovative thinking about how to deliver outpatient
services and the aspiration for a future state that feels
better for patients and staff.

5. Transforming Outpatient Services -pushing
the boundaries towards our 2020 Vision
An innovation session (January
2012) with clinicians, managers,
patients/public challenged the
current state of outpatient
provision and demonstrated that
our ambition for Scotland is to be
Radical in our attempts to change
secondary and primary care
demand, improve experience
and outcomes and move services
closer to home for most people.

6. Transforming Outpatient Services is pushing
the boundaries towards ‘Our 2020 Vision’
• The status quo isn't acceptable
• Patients, carers & staff say things need to change
• A shared accountability for outcomes
• New models of care that encourage integration
• Lead by clinicians and operational managers skilled in
team working with good rapport across primary,
secondary, tertiary care and social care
• Courage to work jointly with patients and carers and
across boundaries to share knowledge, power and risk

7. Session Outcomes
• To provide an overview of RIP + MIX,
• Help you think creatively about your own services to
give patients and staff a better experience, making the
right thing easier to do: for every person, every time
• Give participants the opportunity to try out RIP +MIX
tools to think differently
• To have fun

8. Master of Design
for Services
we work with
Business
Public Services
Not for Profits

9. what is a designer?

10. We work with people
who use, need and run
services to understand
what is difficult and
help them imagine
what would make it
easier
co-design

11. We’ve recently been working with
Children’s Hospice Association Scotland (CHAS)
Integrated Children’s Services in Dundee
Childsmile dental health project
Infection Control

12. What if a nurses’ station
was like the Apple Store’s Genius Bar?

13. agenda cards and activemobs
http://www.designcouncil.info/RED/

14. Transforming Outpatient Services

15. RIP + MIX

16. RIP + MIX

17. RIP + MIX

18. what are the PAIN points for you or your patients?
think of a ‘product’ or ‘service’ that isn’t working

19. We’ll provide you with
‘pleasurable experience’ cards
a m as s ag e i n a s p a?

20. RIP + MIX
PAIN + pl easur e
• function
• stakeholders
• infrastructure/resources
• physical form or components of service
• emotional characteristics
• material or touchpoints
• how do the users interact with it?

22. Let’s get started:
people: in pairs/groups
materials: post-its, pens, worksheets

23. what are the PAIN points for you or your patients?
think of a ‘product’ or ‘service’ that isn’t working

24. agree on one

25. draw it
name it
describe it it
analyse it

26. ‘pleasurable experience’ cards
a m as s ag e i n a s p a?

27. draw it
name it
describe it it
analyse it

28. RIP + MIX any of the characteristics to create a new product
or service - be fast and intuitive

29. draw it
name it
tell us about it

30. tell us about it

31. We work with people
who use, need and run
services to understand
what is difficult and
help them imagine
what would make it
easier
using design methods to
aid creative thinking

32. speed networking