Clinicians are humans too. Using a human centred approach to - PowerPoint PPT Presentation

Clinicians are humans too. Using a human centred approach to design telehealth in a tertiary hospital Karrie Long RN,BN, Grad Dip Crit Care, MPH Telehealth Manager Royal Melbourne Hospital

“ Human- centered design (HCD) is a philosophy, not a precise set of methods, but one that assumes that innovations should start by getting close to users and observing their activities” Don Norman 1.

“ How might we use a human centred approach to design a telehealth service using technology that is easy to use and readily accessible, for all in the process, so that we can deliver a telehealth service that contributes to improved health outcomes for those we serve?”

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• State referral center • 45 specialties • 1400 beds • 9000 staff • 1500 Clinicians • 1200 consults/day • Legacy infrastructure

Geographical location Specialty of RMH outpatients 2016-2017 services

NO EMR

RMH Hybrid outpatient rooms circa 2017

Why design?

Admin staff Telehealth Family Team Clinician Primary Nurses care

Clinicians

EMPATHIZE

PROTOTYPE

NASSS: a telehealth designers checklist ? The NASSS framework for considering influences on the adoption abandonment, scale up, spread and sustainability of patient facing health and care technologies.

Refers to an action which cuts through complexity and provides an immediate solution to a problem.

With thanks to • MH Telehealth Team o Dr Kudzai Kanhutu, o Ilana Bayrak o Professor Beverley – Anne Biggs o Dr Tom Schulz • Clinicians before us • Department of Health Victoria • Victorian Telehealth Community of Practice • Human Centered Design community

References 1.Norman, D. A. (2013). Design of Everyday Things: Revised and Expanded. New York: Basic Books. London: MIT Press (UK edition) Australian Government ( 2017) – National Digital Health Strategy. Australian Digital Health Agency Australian Medical Association & Australian Salaried Medical Officers Federation ( 2018) Position paper Senate select committee enquiry ( future of Work and workers) joint submission found at https://ama.com.au/submission/ama-submission-senate-select-committee-future-work-and-workers Greenhalgh, T. Wherton, J. Papoutsi, C. Lynch, J. Hughes, G. A 'Court, C. Hindler, S. Fahy,N. Shaw, S. (2017) Beyond Adoption: A New Framework for Theorizing and Evaluating Nonadoption, Abandonment, and Challenges to the Scale-Up, Spread and Sustainability of Health and Care Technologies. Journal of Internet Medical Research. Volume 19, Issue 11. Murray, E. Treweek , S. Pope, C. MacFarlane, A. Ballini , L. Dowrick , C. Finch ,T. Kennedy, A. Mair , F. O’Donnell, C. Ong, B.N. Raplet , T. Rogers, A. May. C (2010) Normalisation process theory; a framework for developing, evaluating and implementing complex interventions. BMC Medicine 8:63 https://doi.org/10.1186/1741-7015-8-63

References Plesk, P.E. Greenhalgh ,T .(2001) Complexity science: the challenge of complexity in healthcare BMJ Sep 15:232(7313) https://www.ncbi.nlm.nih.gov/pmc/articles/PMC1121189/ Rae, J. ( 2013) What is the Real value of Design? Design Management Review Volume 24, Issue 4 https://doi.org/10.1111/drev.10261 Rae, J. 2016. Design Value Index Exemplars Outperfom the S&P 500 Index again and a New Crop Of Designers Emerge. Design Management Review, Vol 27 Issue 4 Stewart , J Williams R. 2005 The Wrong Trousers? Beyond the design fallacy: social learning and the user. In: Rohracher H, editor. User Involvement in Innovation processes. Strategies and Limitations form a Socio-Technical Perspective. Munich, Germany: Profil-Verlag

Images Slide 1 doctor robot page title page take from https://www.lifehacker.com.au/2016/01/smart-machines- can-diagnose-medican-conditions-better-than-humans-doctors/ Slide 5 Telehealth funding press release : Minister of Health take from https://www.premier.vic.gov.au/telehealth-boost-brings-specialist-care-closer-to-home/ Web rtc https://www.neotel2000.com/linea-webrtc/webrtc-1/ Slide 6 RMH street view Herald Sun http://www.heraldsun.com.au/news/victoria/victorian-state-budget- 201617-plans-to-build-new-royal-melbourne-hospital/news- story/c67402f1953e4f374c30dfdd8276e6fc Slide 7 RMH Telehealth dashboard internal Slide 9 Internal Slide 10 Melis Senova – Huddle Instagram 9/4/18 Slide 11 Design Value Index take form http://www.dmi.org/?DesignValue

Images Slide 14 Medical Illustration : Royal Melbourne Hospital Slide 15 Stanford design thinking pic https://www.enterpriseirregulars.com/125085/what-is-design- thinking/ Slide 17 Greenhalgh, T. Wherton, J. Papoutsi, C. Lynch, J. Hughes, G. A 'Court, C. Hindler, S. Fahy,N. Shaw, S. (2017) Beyond Adoption: A New Framework for Theorizing and Evaluating Nonadoption, Abandonment, and Challenges to the Scale-Up, Spread and Sustainability of Health and Care Technologies. Journal of Internet Medical Research. Volume 19, Issue 11. Slide 18 Silver bullet https://www.nurtur-health.eu/Silver-Bullet Field guide to HCD : Ideo http://www.designkit.org/resources/1

Resources • http://www.designkit.org/resources/1 • http://www.designkit.org/human-centered-design • https://www.ideo.com/ • http://wearehuddle.com/

Contacts • telehealth@mh.org.au • Karrie.long@mh.org.au