professor peter wright sheffield hallam university art and design research centre uchd theme lead...
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Professor Peter Wright
Sheffield Hallam University
Art and Design Research Centre
UCHD Theme Lead
NIHR Collaborative Leadership in Applied Health Research and Care for South Yorkshire.
BarnsleyDoncaster
Rotherham Sheffield
National Institute for Health Research
Peter Wright
Mark Cobb
Andrew Dearden
Ade Adebajo
UCSD: User-Centred Healthcare Design
BarnsleyDoncaster
Rotherham Sheffield
National Institute for Health Research
User-Centred Healthcare Design
A design perspective on healthcare services
Beginning with staff and patient experiences
Ending with patients and staff working together to collaborative design services
The design perspective
From products to services– Form and function are not the
whole story
– The service that these products provide that is the key
– But not all services are well designed
– So what is a service, and how we design it?
Charting the customer’s journey– from first hearing about the service through to completing their first
encounter .. and beyond
– Different needs, starting points, directions, and end points
Beginning with the customer’s experience
Identifying the touchpoints – Where and how do customer’s interface with a service?– which people, technologies and documents define these?
Defining critical moments in that journey
Beginning with the customer’s experience
intellectually– Are the touchpoints, accessible, understandable, coherent,
consistent, usable, meeting users goals
emotionally– Is the customer angry, anxious, disappointed, alienated?
socially – What values and relationships are projected by the service?– Does the customer see a person behind the service?– Does the customer trust the service, would they return?
Evaluating the service experience
Healthcare is changingEconomic and political drivers, the Darzi
Report, the shift towards self-management
Changing conceptions of the patientPPI and Expert Patient ProgrammeThe patient as an active informed consumer
Bringing design to heath and public services
Design Council: Co-Design of public services
NHS Institute for Innovation: Experience-based design
Healthcare design
The teamMark Cobb, Sheffield Teaching HospitalsAde Adebajo, Barnsley HospitalAndrew Dearden, Peter Wright Sheffield Hallam UniversitySimon Bowen (Participatory Design), Clinical Researcher,
System/software developer
First two case studiesOlder people’s experience of outpatientsTeenagers’ self-management of diabetes
UCHD
The person behind the patient
a teenagera diabetes sufferera service user
before now later
Drs
nurses
GPs
teachers
friends
family
self
body
home
school
hospital
a teenagera diabetes sufferera service user
The person behind the patient
before now later
Drs
nurses
GPs
teachers
friends
family
selfbody
home
school
hospital
a teenagera diabetes sufferera service user
Physical
Emotional
Intellectual
Social
The person behind the patient
Charting the journey toward self management
Knowing struggler
Newcomer
Able knower
Determined naive
opportunity
typical path
optimal path
Knowledge high
low
Ability to act high
before now later
Drs
nurses
GPs
teachers
friends
family
selfbody
home
school
hospital
Not just patients
Physical
Emotional
Intellectual
Social But also for staff as well as patients
Friends and peers
Teachers
The co-design model
Patientsand family
Researchers
Service designers
Drs, nurses…managers
Patients’,carers’, staff’s experience
The involvement of patients and professionals on an equal footing but with different expertise
“Mapping the subjective as well as the objective pathway of care”
“The act of bringing patient and staff together to hear each other stories.. serves as a dynamic catalyst for change and improvement”
Project group
Staff
Patients
Shared learning group
Co-design groups
Learning from experience
Shared evaluation
timescale
impl
emen
tatio
n
UCHD: User-Centred Healthcare design
NIHR Collaborative Leadership in Applied Health Research and Care for South Yorkshire.
BarnsleyDoncaster
Rotherham Sheffield
National Institute for Health Research