User-Centred Healthcare Design

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User-Centred Healthcare Design
NIHR CLAHRC for South Yorkshire
Peter Wright Simon BowenSheffield Hallam
University Mark CobbSheffield Teaching Hospitals
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The story of Aimee's legs
http//www.ted.com
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(No Transcript)
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User-Centred Healthcare Design
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User-Centred Healthcare Design

• testing, developing and implementing
• human-centred design in the NHS

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What is human-centred design?

• What are the real users like and what is their
  experience of the service?
• Are our products and services useful, usable,
  and meaningful?

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Involving users

• The best way to design useful, usable,
  meaningful products and services is to involve
  all users at all stages of the design process
• Continuous focus on the user experience,
• Methods and tools for making deep user
  involvement real

Policy documents suggest that involvement leads
to research of greater relevance to people.
findings which are more likely to be implemented,
and empowerment of patients and the
public. Fudge, Wolfe and McKevitt 2007
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Co-designing health services

• Co-researchers
• Help those directly involved in the delivery of
  services to articulate their experiences to
  understand other peoples experiences and to
  identify factors that limit the patient
  experience
• Co-designers
• With the help of experts, to work together as
  design teams to build prototypes of new
  platforms, tools, networks, resources to support
  open health and self care

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Innovation through co-design
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Innovation through co-design
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Innovation through co-design
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Innovation through co-design
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Co-design is

• designing with not for the user

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Co-designing Healthcare BOSOP

• First UCHD case study
• Using Experience-Based Design (EBD)
• The story so far
• Challenges and ways of dealing with them

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Better Outpatient Services for Older People

• 1 year to March 2010
• 1 in 4 older people did not attend (DNA) or
  cancelled appointments they were offered (2007-8)
• The outpatients system is large, disjointed and
  opaque
• Many older people will have complex needs that
  require additional support

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Our approach Experience-Based Design
capture understand improve measure
co-design improvements
capture patient experience
share and learn from experience, identify problems
shared evaluation of improvements
capture staff experience
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Challenge who to involve?

• Outpatients staff
• 2 staff nurses
• Ward sister
• 2 clerical staff
• Ambulance dispatcher
• Consultant Geriatrician
• Patients
• Recruiting in outpatients
• How to reach 'seldom heard'?

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SCCCC as 'Patient Advocates'

• SCCCC
• Existing relationships
• Advocates for seldom heard
• Conduct interviews
• Represent interests

http//www.scccc.co.uk
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The story so far capturing experience
capture

• Train interviewers
• Recruit patients
• Recruit staff
• Story-gathering

understand
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Challenge "mustn't grumble"

• "Every time I go to the hospital.. I cannot say
  anything. I really mean that, I cannot say one
  word wrong about the service"
• - Patient
• From "any problems?" to "tell me the story"

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The story so far understanding experience
understand

• 3 events
• Patients
• Staff
• Shared

capture
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Challenge "venting time"

• From consultation to collaboration
• From vent and hope someone does something
• To working together to understand and change
  things
• Not seeing the whole problem/solution
• Time to vent
• Need for commitment individuals and institution

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Results things to improve

• Pre-visit information
• Drop-off
• Appointments, transport patient needs
• Toilets
• Arriving
• Inter-department working
• Measuring the service

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Where next? Co-design
capture understand improve measure
co-design improvements
capture patient experience
share and learn from experience, identify problems
shared evaluation of improvements
capture staff experience
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What do designers bring?...
'If I had asked people what they wanted, they
would have asked for a better horse Henry Ford(?)
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User-Centred Healthcare Design

• Potential impacts of human-centred design for the
  NHS
• badly designed services do not connect well with
  service users, they are often inefficient and
  unreliable, and they may result in compromised
  patient safety.
• services designed around user experience enable
  effective interactions with patients that can
  improve the performance and clinical
  effectiveness of services.

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User-Centred Healthcare Design

• Potential impacts of human-centred design for the
  NHS
• innovative response to long-term conditions and
  the engagement of users
• redefine relationships
• reconfigure the topography of healthcare

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Thank you, any questions?

• Sheffield Teaching Hospitals NHS FT
• Mark Cobb
• Dan Wolstenholme (Clinical Researcher)
• Barnsley Hospital NHS FT
• Ade Adebajo
• Sheffield Hallam University
• Peter Wright (Theme lead)
• Simon Bowen (Participatory Designer/Researcher)
• Andrew Dearden
• Systems/software developer