Role: User research & service design
Collaborations: General Practitioners, Patients and Care-takers
Duration: 5 months
Team: Lydia Stewart
Goal
Empowering patients undergoing neurological rehabilitation at the NHS Ayrshire & Arran Douglas Grant Rehabilitation Centre
Introduction
Neurological rehabilitation services play a crucial role in the recovery and well-being of patients with neurological conditions. Recognizing the importance of a patient-centred approach, NHS Ayrshire & Arran embarked on a project to enhance its neurological rehabilitation services. The project focused on understanding patient needs, mapping out existing pathways, and designing innovative tools to empower patients. This case study provides a detailed overview of the process, insights, and outcomes of this project.
Project Overview
The primary goal of this project was to improve the experience of patients undergoing neurological rehabilitation. The project was structured into several phases, each marked by critical milestones such as research, insight generation, ecosystem mapping, pathway mapping, user journey mapping, and tool development. The comprehensive approach ensured that every aspect of the patient's journey was examined and optimized for better outcomes.
Research Insights
Research played a fundamental role in the project. The team conducted in-depth interviews, surveys, and observations to gather qualitative and quantitative data from patients, caregivers, and healthcare professionals. The insights derived from this research highlighted the key challenges faced by patients, including:
Communication Barriers: Many patients felt that they lacked clear communication regarding their treatment plans and progress.
Emotional Support: Patients expressed the need for more emotional support and guidance throughout their rehabilitation journey.
Accessibility: Accessibility issues were prevalent, with patients finding it difficult to navigate through various stages of their rehabilitation.
Consistency in Care: Inconsistencies in the level of care and follow-up were reported, leading to a fragmented experience.
These insights were crucial in shaping the subsequent phases of the project.
Ecosystem Map
An ecosystem map was developed to visualize the complex network of interactions between patients, healthcare providers, caregivers, and other stakeholders. This map identified the touchpoints where interventions could be most effective. The ecosystem map also helped in understanding the flow of information and resources within the rehabilitation process.
Pathways Map
The pathways map was a detailed representation of the relationships and touchpoints within the neurological rehabilitation process. It outlined the various stages that patients go through, from initial diagnosis to ongoing rehabilitation. The map also identified potential pain points and opportunities for intervention. By understanding these pathways, the team was able to design targeted solutions to address specific challenges faced by patients.
User Journey Map
A user journey map was created to capture the patient experience from the initial point of contact with the healthcare system to the completion of rehabilitation. This map included:
Pain Points: Identifying the stages where patients experience the most frustration or confusion.
Opportunities: Highlighting areas where improvements could be made, such as streamlining processes or providing additional support.
Emotional Landscape: Understanding the emotional journey of patients to ensure that solutions are empathetic and supportive.
Engagement Tools
Based on the insights gained from the user journey and pathways maps, the team developed several engagement tools. These tools were designed to empower patients by providing them with the necessary resources and support to actively participate in their rehabilitation process. Key tools included:
Cultural Probe: A tool to gather rich qualitative data from patients, helping to understand their needs, motivations, and behaviours in greater detail.
Interactive Q Cards: These cards served as conversation starters and educational aids, helping patients and healthcare providers communicate more effectively.
Outcome: Q Cards Solution
The final solution developed through this project was the "Q Cards" system. This tool was specifically designed to address the communication barriers identified during the research phase. The Q Cards provided patients with clear, concise information about their treatment, progress, and next steps. They also served as a feedback mechanism, allowing patients to express their concerns and preferences.
The implementation of the Q Cards solution led to significant improvements in patient satisfaction and engagement. Patients reported feeling more informed and involved in their care, which in turn contributed to better rehabilitation outcomes.
Conclusion
This project exemplifies the importance of a user-centred approach in healthcare service design. By deeply understanding the needs and experiences of patients, NHS Ayrshire & Arran was able to develop innovative solutions that empower patients and enhance the overall quality of care. The success of the Q Cards system underscores the value of clear communication and patient engagement in achieving positive health outcomes.
The insights and tools developed through this project can serve as a model for other healthcare services looking to improve patient experiences and outcomes. As healthcare continues to evolve, such user-centred approaches will be essential in designing services that truly meet the needs of patients.
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