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Swap Meet on Co-Design Innovation Catalyst Swap Meet #1 March 15, 2017 In partnership with
Agenda - Context setting - Co-Design refresh - What have been your experience so far? - Updates & deliverable questions Center for Care Innovations 3
Program Timeline We Are Here Center for Care Innovations 4
Co-Design Context Setting
Center for Care Innovations Center for Care Innovations 2017 / 6 6
Center for Care Innovations Center for Care Innovations 2017 / 7 7
Co-Design Nuts n Bolts
Sampling Who? Defined patients, i.e., Medicare member age 65+, paneled at Clinic X Willing to participate for project duration, attend scheduled meetings, to keep a journal Able to communicate clearly, speak in a group Open-minded, willing to share real experiences and opinions How many? 4-6 of the same patients for duration of project; at least 3-4 per phase if different patients Have back-up participants so no one patient gets fatigued No more than 12 patients in a room Center for Care Innovations 2017 / 9
Ethics Release Forms Design consent to cover duration of project Complete the consent process prior to engaging patients Include language for video and audio capture if applicable Include NDA if there will be proprietary/prototypical product involved Incentives Thank yous, not compensation Stick with non-cash equivalents Fresh produce, gift packages Gift cards to stores (Safeway, Amazon) Travel vouchers Standardize your practice: $X up to 1 hour, $Y for two hours Center for Care Innovations 2017 / 10
Activities Designing the Engagement Structure Define when it will be most valuable to bring in patients. Select activities and methods to use at each phase of work. Define questions you need answers to before patients start. Provide patients with clear background and objectives. Create an engagement plan that everyone (including patients) can reference. Estimate and communicate the amount of time and if there is a thank you gift. Provide food & snacks to ensure success! Center for Care Innovations 2017 / 11
Guidance Re: Thank You Gifts Safest Bet: Stick to non-cash equivalents! -gift cards to stores, includes Amazon -physical gifts, e.g. fresh produce, lunch -travel vouchers -tax implications of Visa cash cards ~$15 per engagement, $75 annually Federal Advisories on Gifts of Nominal Value from HHS Office of Inspector General https://oig.hhs.gov/fraud/docs/alertsandbulletins/oig-policy-statement-giftsof-nominal-value.pdf https://oig.hhs.gov/fraud/docs/alertsandbulletins/sabgiftsandinducements.pdf https://oig.hhs.gov/fraud/docs/advisoryopinions/2012/advopn12-21.pdf Starting and Sustaining a Patient Advisory Board San Francisco Health Network See Page 34 for information on gift giving http://www.careinnovations.org/uploads/pa tient_liaison_handbook_sgfh_2014.pdf Center for Care Innovations 2017 / 12
Co-Design Mindsets There is more than one expert. Everyone can be creative. We can all listen. From UX Booth, 2014. Co-Creation: Designing With the User, for the User. Center for Care Innovations 2017 / 13
Co-Design Toolkit Recruit Script Welcome Letter FAQs Participant grid/matrix Process Template: objectives, duration, goals, criteria Value + Methods Framework Logistics + Facilitation Template Center for Care Innovations 2017 / 14
Co-Design Value Methods Framework Co-design (in-person + virtual) Discovery Ideation Try Test Impact Understand experience Generate concepts Develop ideas Pilot super-users Value Define problems/gaps Frame opportunities Design ideal experience Define / Prioritize Solutions Test ideas/ solutions Narrow & shape solutions Early adopters when operationalized Observations Brainstorming Prototyping Pilot solution Methods Shadowing Interviews In-home visits Empathy Mapping Storyboarding Role Playing Enactments Rapid Experiments PDSAs Enactments Measurement Change Package Journey Mapping Simulations Center for Care Innovations 2017 / 15
Questions?
How is it going? What have you tried? What was it like? How are you documenting what you learned? What questions do you have about how to move your work forward? Center for Care Innovations 2017 / 17
Before We Meet Again Register for Training Session 2 on Eventbrite Lookout for a video from Chris on reframing your opportunity (end of March). Upload Milestone #1 Slides to WeAreCatalysts.org One team member uploads By April 11 Center for Care Innovations 18
Co-Design Example: Reimagining the Waiting Room and Increasing Awareness of Social Services La Maestra Community Health Centers
Understanding the Issue A need to turn to patients to allow them to show/tell you their pain points Center for Care Innovations 2017 / 20
Ideating Solutions Gather team leaders, frontline staff, and patients for co-designing session Strategies for effective codesign: offer incentives, facilitators trained in human-centered design, cultural and linguistic competency, plan various exercises that allow patients to express their ideas in different ways Center for Care Innovations 2017 / 21
Imagining the Ideal Waiting Room Center for Care Innovations 2017 / 22
Prototyping Solutions Center for Care Innovations 2017 / 23
I do not feel as hectic when I start my work shift. Previously, there would always be a line of patients waiting to ask how long they had to wait. Now with this information provided the whole waiting room is much calmer and this helps the staff to deliver better care for the patients. -Nageli Luna, Lead PSR
Collaborating with our end-users has allowed us to implement innovative solutions that really matter to our patients. Center for Care Innovations 2017 / 25