Healthcare Infrastructure Summit: Human-Centred Services Design

Copyright © 2015, Peter Jones
Healthcare Infrastructure Summit
Innovation across System Levels:
Human-Centred Services
Peter Jones, PhD
OCAD University, Toronto

Design for Care: Innovating Healthcare Experience
Helping designers transform healthcare services
through design as care practice.
• 9 Chapters across health sectors
• Rethinking Consumers, Patients, Systems
• Innovation of Services, Practice, Info Technology
• Research, Methods, Cases
Wrapped around a care story
• A Starting Point – not final word
designforcare.com Booksite
designdialogues.com Blogsite
@designforcare
Associate Professor, OCADU
Strategic Foresight & Innovation
Managing partner, Redesign

A Design Movement in Healthcare
• Information Technology & Digital Assets
• Devices & Medical Products
• Patient Experience & Services
• Environments & Workplace
Can human-centred design (HCD) help us innovate …
• Clinical care models
• Organizational culture / structure
• Distributed care systems
• Better policy, agencies, decisions?
Vendor innovation
Clinical innovation

Design cuts across & integrates complex domains.

So what’s the problem?
• Patient-centricity.
This is a huge change, not just another process.
• Social determinants & outcomes.
Clinical design research, new mixed-qual approaches
• Absolute, strategic driver for integration.
Expense, risk, & complexity of fragmentation.
• Peak Lean.
We have maximized return on efficient workflows.
Balance processes with HCD.

Lean is not a wicked problem solver.
Toussaint & Berry (2013). The promise of Lean in health care. In Mayo Clinic Proceedings . Elsevier.
• Optimizes current practices. Very well.
• Analysis, not synthesis. Impedes systems thinking.
• Reinforcing “As Is” Impedes innovation.
• Process fixation after analysis & retraining.
• Cannot address future “unknowns”

We have Innovation Centres & Labs
• Necessary. Could be networked.
• Lab metaphor may not be productive.
• Must be positioned to achieve change.
• Divergence between innovation culture –
• And evidence-based (workflow) culture.

Wicked Innovation Problems …
• Unprecedented aging demographic
• People living with multi-chronic diseases
• Complexity of social determinants
• Medical innovation – costs & churn of technology
• New business models – Risks of change, & not
• Healthy Communities – Care as a Service?
• Systemic problems, studying human needs & culture.
Design of social, clinical & business services.
Require all stakeholders, not isolated analysis.

Where most designers are
employed in healthcare today –
Necessary, but not sufficient.
Information &
Online Services
Is Design the answer?

Zero diabetes armband concept
Mauro Amoroso
Timesulin insulin pen - courtesy Marcel Botha
Toshiba CT MRI scanner
Devices &
Medical Products

Philips Design, from Coroflot magazine
Services & Experiences

Emerging Design Domains
Complexity increases at each stage
> Number of stakeholders
> Need for collaboration
Multi-skill, multi-design, multi-disciplinary
Healthcare services require all 4 domains
of skill & knowledge.
System-level change crosses domains.
D3.0 & D4.0 are stakeholder driven.
Changes how we do process design.

• Integrating clinical & community services
• Interventions for social determinants
• Community health promotion
• New business models
• Design & research for service innovation
• Clinical team coordination
• Patient experience of service
• EHR / information workflow
• Patient self-service
• Information seeking in care journeys
• Innovative & usable wayfinding
• Interior infection control
Human-centred services in 4 domains

Top-Down, Macro (Ecosystems)
• Patient-Centred Care:
Organizing care for the patient (as whole person)
Balancing workflow with personalized care.
• Connected Care: Integrating care across separate facilities
Expanding geographic reach, while providing better locality
Enabled by shared EMRs / IT platforms
• Value-Based Care: Measuring costs & outcomes for each
patient. Bundled prices for the full care cycle.
Need New Service Architectures.

• Adaptive organizations
• Models for service coordination
• Information inter-op, inter-connection
• Top-down & bottom-up services
• Smart routines (Serial & iterative)

Complex care
is a design
problem.
“Doctor as
design
thinker”
Here health
is co-created
value.

Atrial Fibrillation Care
Chronic & complex illness are exceptions.
Patients fall between the cracks & get
fragmented care at many locations.
By not adapting to the changing reality of
chronics, costs rise as hospitals increase
their exception cases.
Morra, et al (2010). Reconnecting the pieces to optimize care in Atrial Fibrillation in Ontario.
Case in point …

Atrial Fibrillation System
Goal is prevention of serious CVD
Designed as an integrated
practice across units.
Connected care model at system
& patient experience levels.
Systemic, scalable to province.

• Heart Rhythm Specialists
• Neurologists
• Internists
• Family Doctors
• Nurse Practitioners
• Pharmacists
• Researchers
• Designers and Engineers

Bottom-up, Human-Centred, Micro
• Design for Patient Experience
Care as experienced by the patient as person.
(Can we do this systemically?)
• Community Prevention
Working closely with communities to discover determinants
Prevention & mitigation unique fit to context.
• Communicative Therapy: Communicating with people in their
languages & media. Catalyzing new practices, such as coaching.
Human-Centred Systems

Today, services are moments of care …
Triggered by health-seeking, but not patient-centric

Bottom-up Systemic yet personal
• Patient side - Human-centred concerns:
Mental wellness responsive to students.
• People don’t know what services are offered
• Fear or stigma associated with therapy
• Care complicated by other conditions, life situations
• Case study: OCADU Campus Mental Wellness
• Research modes: Ethnography, Dialogue, Public workshops
• Design methods: Service analysis, Blueprint, Journey, Mapping
Human-Centred Service Design

OCADU Health & Wellness Centre – Service Flow
As-Is Service Blueprint

Promoting Resilience & Self-Management - A Student-Centred Perspective

New Learning, New Designers.
MDes STRATEGIC FORESIGHT & INNOVATION
• Business & Design Thinking
• Human Factors
• Systemic Design / Systems Thinking
• Innovation Research Methods
• Strategic Foresight
• Innovation Strategy
• Business Model Innovation
• Strategic research with faculty & students
+ MDes DESIGN FOR HEALTH (2016)

Discussion
• Mayo Clinic is leading in service design.
Norway leads in system-wide approaches.
Why not Canadian institutions?
• Can we connect Policy > Systems > Services?
• What’s really missing today?
• Are you ready to engage clinicians, patients, agencies
in “design decisions?”
• What do you believe is “best next?”

Peter Jones, Ph.D.
pjones@ocadu.ca
designdialogues.com
@designforcare
Design for Care: Innovating Healthcare Experience
designforcare.com
Book images free download
at Flicker from the book site

Healthcare Infrastructure Summit: Human-Centred Services Design

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