This is Learning Lab L6 "Design your way to better service" from the Institute for Healthcare Improvement (USA) 25th Annual National Forum on Quality Improvement in Health Care. The workshop, which took place on 8th December 2013 was led by Lynne Maher, Director of Innovation at Ko Awatea, New Zealand and Chris McCarthy, Director of the Innovation Learning Network, Kaiser Permanente. Design methods bring critical new insights and understanding about services and enhance our potential to transform services
3. 12/8/13
Introducing: Chris McCarthy!
Ko Awatea- ʻDawning of the first lightʼ!
Sits within the Middlemore Hospital !
Complex and Counties Manukau Health !
System in Auckland !
Comprises –!
• Workforce and Leadership Capability!
• Quality Improvement and Innovation!
• Research, Knowledge and Information
Management!
• Joint Venture Partnership with The
University of Auckland, Manukau Institute
of Technology and Auckland University of
Technology!
!
3
4. 12/8/13
Introducing: Lynne Maher !
Life in health services sometimes it feels like
this…!
Here is Edward Bear, coming
downstairs now, bump, bump, bump,
on the back of his head, behind
Christopher Robin. It is, as far as he
knows, the only way of coming
downstairs, but sometimes he feels
that there really is another way, if only
he could stop bumping for a moment
and think of it.”!
"
!
A A Milne!
!
8
4
6. 12/8/13
How do Design methods help? !
Design methodology focuses on really understanding
the problem!
!
It provides very useful tools and approaches for
example;!
Ethnography/including observation, deep conversations,
listening, enquiring, videoing, mapping, idea generation,
simulation, prototyping, testing, reviewing, implementing!
@LynneMaher1
Pink and fluffy?!
6
7. 12/8/13
Focused and effective………..!
Identify the challenge- including baseline data!
Review insights and synthesize learning!
Generate new ideas and develop concepts!
Prototype/ Simulate and refine!
Define measures!
Test and design implementation!
Review!
!
There are many slightly different versions of this type of !
structure which have been adapted to suit a local context!
Ideo Innovation Process!
7
9. 12/8/13
!
!
Kaiser Innovation Consultancy !
Understand
Look
for
pa0erns
Ideate
Prototype
Get
feedback
Pilot
&
measure
Innovation is typically the result of a structured process…!
Of course it is really more like this...!
@LynneMaher1
9
10. 12/8/13
What is the
problem with
giving meds
in the
hospital?!
Case Study - KP MedRite!
Nothing, we work
hard and get it done.
10
12. 12/8/13
Case Study - KP MedRite!
1!
2!
3!
1!
23!
4!
✴ No Interruption Sash!
✴ Sacred Zone!
✴ Standardized Process!
23
Nurses
love
it.
Doctors
understand
it.
Pa@ents
appreciate
it.
Family
members
are
relieved
by
it.
Joint
Commission
says
“Good
Prac@ce”
Harvard
Business
Review,
Wall
Street
Journal,
New
York
Times...
Yep!
Pilot
hospitals
are
repor@ng
30
–
60%
reduc@on
in
medica@on
errors.
105%
ROI
in
first
two
years.
12
13. 12/8/13
What is the
problem with
meds at
home?!
Working with very high intensity users !
20,000
days
13
16. 12/8/13
Learning from Designers!
The components of good design!
Performance!
+
Engineering!
How well it does the
job /is fit for the
purpose!
How safe, well
engineered and reliable
it is!
Functionality!
Safety!
+
The aesthetics of
experience!
How the whole
interaction with the
product/service ʻfeelsʼ/is
experienced!
Usability!
Berkun, 2004 adapted by Bate
!
Insights from patients and carers and
staff help to design services that
better meets the needs of people!
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17. 12/8/13
We need to start with ourselves!
“Creative thinking involves breaking out of established patterns
(valleys) in order to look at things in a different way.”
Edward de Bono
The best innovators arenʼt lone geniuses. !
Theyʼre people who can take an idea thatʼs obvious
in one context and apply it in not-so-obvious ways to
a different context.!
!
Harvard Business Review
17