Samuel Lee C, Monica Toledo Fraginals, Stephanie Valencia Having interviewed several chemotherapy patients, this team chose to focus on the unmet need that patients looked for around connecting with another patient or staff member in an emotionally rich way as they begin and return to treatment. The team developed a low tech and high touch concierge service to guide a patient into what they learned is an otherwise unknown, and at times, frightening process.

1. introducing
a patient navigator system
IDp Monica Toledo Samuel Lee Stephanie Valencia

2. PATIENT NAVIGATOR
PROVIDES
IDp

3. PATIENT NAVIGATOR
PROVIDES
introduction -> About Cancer
knowledge -> About Chemo
awareness -> About MSK BK
assimilation -> community
flow -> transit
IDp

4. DESIGN PRINCIPLES
-SIMPLICITY IS FREEING
-CONTINUITY IS COMFORTING
-CHOICE IS EMPOWERING
-HUMANITY IS BONDING
IDp

5. IDp
PATIENT
MEDICAL
STAFF
REFERRAL
SC HEDULI N G
ORIE N TATIO N
ORIE TATION
FINDINGS
B LOO DS & VITALS
ideo BLUE PRINT
LA B S
O -site
OTIFICATIO
NN OTIFICATIO N
ASSESSME N T
ASSESSME
DRUG PREP
DRUG DELIVERY
DRUG PREP
COMMUTE
DRUG DELIVERY
ARRIVE
CH EC K-IN
UNW IND
ROOM PREP
ESCORT
ASSESSME
ASSESSME N T
START IV
MSK B rooklyn
DRUG C HEC K
START T REATME N T
SETTLE I N
TREATME N T
OB SERVE
RESPITE
FIN IS H TREATME N T
CHEC K-OUT
DEPART
COMMUTE

6. FINDINGS
PATIENT INTERVIEWS
IDp

7. FINDINGS
PATIENT INTERVIEWS
“I was frightened and didn’t know what to
expect.”
“I feel that videos of patients, REAL videos, REAL
interviews may help more than the professionally
produce videos.”
“A lot of people drop out of your life because
they can’t handle it.”
IDp

8. TOUCH POINTS
ATLANTIC AVENUE MAP
ABOUT EVENTS VOLUNTEERS APPOINTMENTS
MSK BK Virtual Map
“CLICK ON
ABOUT CANCER THE PHOTO ABOUT CHEMO ABOUT MSK BK
FOR MORE
INFO.”
COMMENTS:
ZOOM
Atlantic Ave
Atlantic Ave
IDp

9. TOUCH POINTS
PATIENT NAVIGATOR GUIDELINES VOLUNTEER SCHEDULE
EVENTS SCHEDULE
ATLANTIC AVENUE MAP
Atlantic Ave
Atlantic Ave
IDp

10. EXPERIENCE JOURNEY
IDp

11. introducing P-ALLY
a patient navigator system
Thank
You
IDp Monica Toledo Samuel Lee Stephanie Valencia