The document summarizes a networking event held in Dundee, Scotland to bring together health and social care practitioners with design specialists to discuss challenges in healthcare and ways to innovate services. Participants were led through design thinking exercises to define pain points, ideate solutions, and map new service designs. Several promising ideas emerged, such as an online doctor communication system and training to enhance patient-centered care. Feedback indicated interest in continuing collaboration and applying these methods to specific challenges. The event demonstrated the potential of collaborative creative problem solving to reshape health and social care services.

1. HEALTH & SOCIAL CARE DESIGNED IN DUNDEE
NETWORKING EVENT
WEDNESDAY 18TH NOVEMBER 2015
Health & Social Care Designed in Dundee is a new initiative that aims to harness the
talents and aspirations of the city, embedding design thinking in health and social care
services.
Initiated by Professor Jean Ker of the School of Medicine, and facilitated by Professor Mike Press and Taylor Stillie of
DJCAD / Open Change, the evening aimed to create the foundations for a series of events to be held throughout
2016. We devised a one hour workshop that focused participants on the following questions:
1. What are the challenges in Healthcare?
2. How do I innovate/develop/make a change?

2. On the evening of 18 November 2015, twenty six people from
across Dundee met for a networking event at the Shrink To Fit
bar in the city centre. These guests represented a broad range
of professional interests - NHS Tayside, the School of Medicine,
social enterprises, V&A Dundee, Creative Dundee, DJCAD,
Dundee City Council, University of Dundee and BioDundee.

4. Health & Social Care Designed in Dundee is an initiative that
aims to embed design thinking within innovation in the city’s
health and social care provision. It brings together health and
social care practitioners, centred at Ninewells Hospital,
together with design specialists from DJCAD and business.
One critical aim is to broaden the group out to include the
wider creative and business sectors, and to work with social
enterprises and community organisations. This first networking
event was intended to lay the foundations to build this
broader creative alliance.

5. The networking event was an opportunity to bring
together a grouping of interested individuals, and pool
their diverse expertise and perspectives in defining critical
health and social care challenges, together with proposing
solutions. We used techniques from Service Design to lead
participants through a process that progressed from
problem defining, through ideation to mapping a proposed
new service design.

6. Our check in included a kit to make a name badge, a
complimentary drink token and a check in sheet to help initiate
conversation at the tables.

7. People clearly came in a positive frame of mind, with the
expectation of networking and being challenged.

8. Equally important was the expectation of being inspired and
developing new ideas that can be taken forward.

9. A speed dating exercise to introduce people and break down
formalities.

10. We had exclusive use of Shrink To Fit a popular Dundee bar
with a playful environment to help spur creative thinking.
Flexible seating and some magic whiteboard helped to
transform it into a highly effective group working space.

11. Brainstorming at each table was followed by affinity mapping
to select an issue to focus on. The emphasis was on defining pain
points in current service provision rather than tackling mega-
challenges such as ageing population, privatisation, etc.
What are the key pain
points in current health
and social care service
provision?

12. We used Rip + Mix, a design ideation method developed by
Deutsche Telekom, Berlin and a research team from DJCAD,
University of Dundee. The method involves ripping + mixing
characteristics from an existing product or service to create a new
product or service - in a fast and intuitive way. The method works
equally well in small teams or large groups.
Can you design a new
service that alleviates
the pain points?

13. Experience Mapping lays out the different routes and points at
which users become aware of and connect with the service–
especially at the points when they come directly into contact with
it. Identifying these points and highlighting interactions, helps to
reflect on how to engage with people and take the idea further.
Use Experience Mapping
see your work through
the eyes of the people
receiving, benefitting or
funding your service.

14. Each team reported back on their process and outcome.

15. Group 1 - What’s App Doc - an on line in-touch system for users
and providers

16. Group 2 - A Day in the Life - one day training for healthcare students
to enhance person centred care. Students would spend a day with
patients and family - both healthy and illness events ( i.e.pregnancy
and dementia) to understand the experience and barriers to good
care.

17. Group 3 - Concierge service for staff and patients to ensure
handover and care on the hospital journey

18. Group 4 - Using technology to enhance more joined up care -
internet based rather than intranet. Patients control information
about their health and care. Cloud based which can be password
protected (building on antenatal care approach).

19. Group 5 - Doctorgram enabling healthcare professionals to share
experience in an easy to use social media platform, based on the
engaging and interactive platform, instagram.
(Worksheets for Group 5 not photographed)

20. Twitter hashtag #hsdid enabled participants to record their
responses to the process and capture emerging ideas.

22. The Check Out provided a very clear steer on what people
wanted in future: In answer to What’s next? …
Can we do this again but with a specific topic? Take back to own
service and try similar approach with service users. Would like to
take some ideas forward or at least keep talking. Working on my
own communication especially med/student cooperations. More
meetings. Take forward ideas and develop. More of the same!
Innovate! Another session! More sessions, longer, focussed.

23. The Check Out provided a very clear steer on what people
wanted in future: In answer to What’s next? …
Meet again. Reflection - application of thinking in workplace.
Keep going forward together regularly. To continue focusing on
inclusion and how it can progress. Use these tools and
techniques for future work. Contact some of my team mates.
Action! Lots of thinking. More interactions. New initiatives. Find
a way to turn some of this into reality.

24. So what did the networking event achieve?
The value of networking was highlighted in many of the
comments made on the Check Out sheets. Bringing together
diverse specialisms, ages and backgrounds was clearly valued
and contributed to rich discussions which drew on these varied
perspectives.
Service design tools have considerable potential to be applied
in this field, offering a means of harnessing diverse expertise in a
collaborative creative activity. This short event revealed a rich
seam of shared interests, enthusiasm and expertise with
considerable scope for development. Some of the ideas
generated are quick wins - e.g. ‘A Day in the Life’ training for
healthcare professionals.
An appetite for further action from those present.
Participants saw value in taking this forward in a number of
different ways: refining some of the ideas generated during the
evening, applying these methods to the specific challenges
facing particular teams, more regular events of the same type. In
short, colleagues want this type of creative collaboration to be
turned into concrete action.
UNESCO City of Design provides us with an opportunity to
use design thinking as an inclusive tool to involve patients,
carers, medical practitioners, designers and others in reshaping
health and social care in our city and region. On one evening we
demonstrated how we can practice healthcare innovation in a
pub. The challenge is to take this forward, involve more people
and practice healthcare innovation in more of the pubs, clubs,
schools, community centres and places of worship in Dundee.

25. Open Change is a design-led organisation that
helps people do the things they want to do,
better.
Photography by Taylor Stillie.
Thanks to Josh Kilimanjaro and the team for the space and service.
Contact: mike@openchange.co.uk