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NHS Collaborative Project

NHS u+ Community + Salla Tanskanen

2017


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The NHS redesign

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Edinburgh Western General Oncology Department

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Organising the data

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User experience journey

12-15

Insights

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Design opportunities

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Relationship solving

20-21

SWOT analysis

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Storyboard

24-25

Initial concepts

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Encouraging communication

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Realising the context

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NHS u+

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Friendlier hospital experience

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The NHS redesign Improving the oncology services A five week long project on improving the Western General oncology department. As a team of ten people we conducted research at the wards through observing, interviewing as well as shadowing, and processed the data collected in order to find ideal solutions.

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Edinburgh Western General Oncology Department Assessment and pharmaceutical treatment of cancer patients

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Nurse

Usually the same nurse should be taking care of the same patient, but due to strict schedules it is not always possible. Sometimes it is difficult for nurses to remember patients names, because they encounter so many.

Patients

Treatment of patients can last from 30 minutes up to 8 hours. Most patients are in their 50’s to 80’s. Patients are often very friendly with nurses and thankful of the work they do. Usually during treatment patients pass time by reading, but often there is not much to do.

Family

Family members are only aloud to join the patient during the first chemotherapy cycle. Most family members find talking to nurses helpful. 9


Patient Patient care thoughts Nurses are too busy sometimes

”The space is like old folks home”

”Fantastic place to work”

”It’s a day off”

Not happy about not being able to visitors in the treatment area

Time management is the most challenging part of the job

Some patients spend all day in the ward

Some patients distract themselves by chatting

Insights Observations 10

Nurse


Communication

Pharmacy

Time

No intimacy for patients

Typo errors can be very serious

A lot of waiting

Very short interaction with patients when they arrive

A lot of expensive drugs can be wasted if patient doesn’t show up

Too many treatment slots are waisted

Nurses have the days patient information on whiteboards

Drugs are prepared individually for each patient

Organising the data The points of interest realised & organised

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USERS EXPERIENCE JOUR Western General Hospital

Aseptic unit Dispensary

User experience journey

Lab

A patients journey at the Western General Hospital

Doctor

Prescriber

junior doctor

Consultant Triage

on-call team

give feedback

GP

general practitioner

Nurse a

band 5 nurse

Nurse b

band 5 nurse

Patient

new nhs patient

Family Porter Receptionist Volunteer Masseur 12

third part employee

call the GP


XPERIENCE JOURNEY

neral Hospital

Assessment

unit

ary blood test results

3

er updated about NP

updates patient

order further test

4

makes decisions

ant

give feedback

tioner

nt

onist

send blood test

call the doctor

arrival call the GP

check in

1 sepsis six

waiting for the test result

2

carry him to the ward

c

er

r

ployee

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send chemo

Treatme

7 blood test results

6 3

s

send worksheets

prepare chemo

guides patient in T. area

set the dr send blood test

45 min pre treatment test meeting

4 5 check in

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set patient data

waiting for the test result

2

give premed

cannulated


ent

rip

send medicines

deliver the med bag

1

3

flush

patient data

postmed

back home check personal treatment details start

treatment restart

lunch/tea massage

drip off end treatment

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Nurses time management

Logging digital/ analogue information

Patient understand the process

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Aligning physical and mental health

Patient intimacy with nurses


Importance of nursepatient relations

Advanced orders

Minor disruptions can cause long delays

Insights Data collected and processed into points of interest

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Design opportunities The essential points to go forward with We condensed the insights into opportunities which we would take forward and attempt to improve. Me and Barbara Cerlesi concentrated working on the Importance of nursepatient relations.

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Need of privacy when discussing personal matters within the ward

Importance of nurse-patient relationship and supporting it

Sensitising information given to the patient, avoiding the use of the word cancer

A better understanding of information for patients

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”It’s important for the patient to feel comfortable, especially on the first treatment time” -Nurse

Nurses are very busy and don’t always have a lot of time to chat to patients

While in the treatment ward patients rarely speak to each other, in the assessment are they are chatting more often

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Relationship solving Concentrating on the issues in the relationships within the ward

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SWOT Analysis Strengths, Weaknesses, Opportunities & Threats

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Strengths

Weaknesses

Improving morale

Imposing on staff

Improving staff relations

Time consuming for nurses

Conversation tool

Do patients want to take part?

Threats

Opportunities

Staff mental health

Creating personal experience

Patient not liking particular staff member Patient confidentiality

Make environment welcoming Pleasant distraction New community dynamic Interest matching for patients

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Could collecting information from patients be more of a friendly conversation?

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During treatment patients can wait hours between procedures. There might be several people waiting in the same room, but conversations between patients are rare.

Storyboard Finding flaws in the patient journey

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Initial concepts

Connecting people through common interest Having indicators for nurses and patients about their interests, that would work as conversation starters. In general creating a more familiar environment for the patients.

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Creating a community for patients Sharing thoughts about life and recovery through a shared platform. Connecting patients feeling unsure with ones who are more experienced, thus addressing the issue of the nurses not always being able to give as much support as needed. 27


Encouraging communication How far can we go? We attempted to break the idea of patients being stationary in the treatment area through encouraging and enabling movement and interaction between patients. Our suggestion was new lighter movable armchairs and refurbishing the ward.

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In addition there could be a shared platform of blog writing for the patients. In the Community Blog patients from the oncology wards could share their thoughts, send messages to other patients, and book treatment times.

Home

Discussions

Blogs

Messages

Log in

Register

My Profile

John April 5

Choose your date and time

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27/1/2017 11 : 30Stevenam

Hey Mary Anne, How are you? I was thinking of going for my chemo on the 15th. Do you want to join?

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Hi! I’m okay. Yes for sure, I should be able to come then.

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Selected

Intive a friend

15 Apr 2017 11:30 am

That’s great! See you!

Yes, it’ll be good to see you | Accept

Cancel

Send message

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Realising the context A more realistic approach to making changes in the NHS For our final concept we took a step back to create a rather near future solution. Unfortunately it would not be possible for a patient to book their treatment times, so we went with a solution that rather reminds the patient. Within the treatment ward, instead of having a full renovation we suggest more affordable decorations.

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community 31


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COMMUNITY PLUS HOME

TOPICS

BLOGS

MESSAGES

MY PROFILE

REGISTER

Log in

COMMUNITY PLUS This is a page for supporting and sharing experiences and ideas HOME TOPICS BLOGS MESSAGES MY PROFILE

REGISTER

Log in

MANIFESTO

RESPECT RESPECT other other users, users, there there is is no no reason reason to to be be disrespectful disrespectful or or offensive offensive to to anyone. anyone.

EVERYONE EVERYONE IS IS DIFFERENT, DIFFERENT, not not all all medical medical advice advice you you find find useful useful for for yourself yourself is is applicable applicable to to others. others. Don’t Don’t share share medical medical advice. advice.

SHARING SHARING your your personal personal information information and and treatment treatment schedule schedule IS IS NOT NOT MANDATORY. MANDATORY. Share Share as as much much about about yourself yourself as as you you are are comfortable comfortable with. with.

TAKE TAKE YOUR YOUR TIME TIME to to read read comments comments and and remember remember you you can can delete delete comments comments that that might might be be inappropriate. inappropriate.

Chat

START CREATING Begin by writing a post in your blog about your things you find interesting or enjoy. Write blog post

Community + Blog

Chat

The Community + blog is a platform for patients to share and encourage each other in recovery. These values are communicated to the patient upon registering through the blog manifesto. On the front page the topics for blogs are clear and easy to find, enabling users to find points of interest quickly.

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COMMUNITY PLUS HOME

TOPICS

BLOGS

MESSAGES

MY PROFILE

REGISTER

Log in

Ingredients 6 potatoes

Rosemary

Olive oil

Salt

Garlic

Pepper

Place the potatoes into a pan of boiling water and cook for about 5 minutes, drain and cool. Now insert a skewer through the middle of the potato. Using a small knife make little cuts through the potato until you hit the skewer. Place the potatoes into a small roasting dish, scatter over the rosemary, break the garlic up

Delete comment

It seems delicious!

Users can comment on posts and delete any inappropriate comments on their own blogs. In case of a more

Mary Anne

Chat

serious question, contact details to helplines are available.

COMMUNITY PLUS HOME

TOPICS

BLOGS

MESSAGES

MY PROFILE

NEED TO TALK TO SOMEONE FACE-TO-FACE

NEED MEDICAL SUGGESTION

Maggie's The Gatehouse 10 Dumbarton Road Glasgow G11 6PA

Cancer Treatment Helpline

Email enquiries@maggiescentres.org

Website www.nhsaaa.net

Tel 0300 123 1801

Tel 0800 917 77 11

REGISTER

Log in

Patients experiencing toxicity symptoms following systemic anti cancer treatment (SACT) or radiotherapy

FIND YOUR NEAREST MAGGIE’S CENTRE Go to the map

Chat

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COMMUNITY PLUS HOME

TOPICS

BLOGS

MESSAGES

MY PROFILE

REGISTER

Log in

February 2017 30

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COMMUNITY PLUS HOME

TOPICS

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BLOGS

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MESSAGES

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REGISTER

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MY PROFILE

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YourYour treatment days days treatment

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Log in

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Selected day Selected day

WEDNESDAY 15TH FEBRUARY WEDNESDAY 15TH FEBRUARY treatment Your treatment Your

this daythis treatedtreated PeoplePeople day this day treated People

11.30 amam 11.30

John W.John W.

9:30

Western General Ward 1

Lucie T.

9:30

Send a message

Amanda S.

12:00

Send a message

Luca N.

15:00

Send a message

Luis F.

15:30

Send a message

Western General Ward 1

Send a message 9:30 Send a message

Chat

Chat

A calendar for treatment days helps patients to keep up with their schedule. Users can choose to share their calendar with others, making it possible to compare appointments and arrange meetings.

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Privacy space

Interaction Gradient

Saciable space

To create a similar effect of community spirit within the hospital, we developed a concept of themed rooms that accommodate different levels of social atmosphere. This would be executed through colour coded vinyl decorations and posters with themed poetry. Treatment rooms would vary from calm areas to a room designed to accommodate the most social interaction between patients. The other rooms are a gradient between the extremes.

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SHARING IS CARING

Patricia Grantham

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Armchairs turned facing each other to enable conversation the sociable room.

If a patient feels like keeping to themselves they can choose to sit in the calm room.

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NHS u+ A holistic approach to improve patient journey The Community + is a part of the brand u+, which aims to make the cancer journey more sensitive and encouraging. This includes an information package with a friendlier approach, blinds to improve privacy within the hospital as well as an app to keep patients better informed of their treatment process.

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A friendlier hospital experience Final thoughts Working along with the NHS was an amazing experience and a great look into developing concepts for large organisations. The amount of parameters you need to consider when designing is limiting, but also challenging to achieve the best solutions. With Barbara we managed to accommodate our concepts into something that the NHS could execute quite easily and with not much investment. It would be exciting to see a hospital environment that encourages social interaction. 43


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Project Process Journal: NHS Community +  

A university project in collaboration with the Edinburgh Western General hospital's Oncology ward.

Project Process Journal: NHS Community +  

A university project in collaboration with the Edinburgh Western General hospital's Oncology ward.

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