ADDRESSING THE UNMET NEEDS OF PATIENTS AND FAMILIES: THE EXPERIENCE GROUP METHODOLOGY

Transcription

1 ADDRESSING THE UNMET NEEDS OF PATIENTS AND FAMILIES: THE EXPERIENCE GROUP METHODOLOGY SCOTT WALLACE VALUE INSTITUTE FOR HEALTH AND CARE

2 Redefining Health Care Delivery Pa4ents and Families with Shared Condi4ons Evolving Informa.on Supply Chain Solu4ons Integrated, Learning Teams Measured Outcomes and Costs Partnerships & Aligned Payments System and Network Integration Value-Based Growth

3 EXPERIENCE

4 PATIENTS SEEK CARE FOR HELP WITH HEALTH, NOT FOR THE EXPERIENCE ITSELF

5 PROFESSIONALISM AND EMPATHY HOW WERE WE? HOW ARE YOU?

6 INNOVATION BY DESIGN IDENTIFY NEEDS DESIGN TO MEET NEEDS CREATE SERVICES THAT MEASURABLY IMPROVE RESULTS CLINICIANS EXPERTISE, EMPATHY AND EFFORT ACHIEVE MORE

7

8 DESIGN QUESTIONS HOW DO YOU INNOVATE WHEN YOU DON T KNOW WHAT YOU DON T KNOW? PEOPLE DON T ASK FOR WHAT DOESN T YET EXIST - IDENTIFY UNARTICULATED, UNMET NEEDS - GAIN INSIGHT ON UNIMAGINED SOLUTIONS

9 HOW TO KNOW THE UNSPOKEN NEEDS? WHAT CONCERNS AND HOPES MATTER MOST TO PATIENTS? WHERE ARE THE GAPS THAT UNDERMINE SUCCESS? ARE THERE INVISIBLE BARRIERS AND OBSTACLES TO HEALTH?

10 EXPERIENCE GROUP DESIGN TOOL ENABLE TEAMS TO CREATE HIGH- VALUE SERVICES BASED ON UNDERSTANDING PATIENTS AND FAMILIES EXPERIENCES LIVING WITH THEIR HEALTH CONDITIONS.

11 UNDERSTAND HEALTH AND HEALTH CHALLENGES FROM THE PATIENT S POINT OF VIEW BASED ON MEDICALLY SIMILAR GROUPS OF PATIENTS TRANSFORMATION REQUIRES INSIGHT INTO EXPERIENCE OUTSIDE OF THE EMBRACE OF CARE OR IN UNOBSERVABLE SITUATIONS.

12 EXPERIENCE GROUP DIRECT CONVERSATION AMONG A GROUP OF PATIENTS WITH SHARED MEDICAL AND LIFE CIRCUMSTANCES MINUTE FACILITATED GROUP 5-8 PATIENTS/FAMILY MEMBERS EXPLORES BARRIERS TO AND ENABLERS OF SUCCESS WATCHES FOR SIGNS OF CONNECTION AND DISTRESS

13 CONVERSATION THEMES OBSTACLES, BURDENS AND SOLUTIONS GOOD DAY/BAD DAY ASPIRATIONS/FEARS KNOWLEDGE/UNCERTAINTY MAGIC WAND WHAT WOULD YOU ASK?

14 HEALTH CARE DESIGN EFFORTS IMPROVING THE HOSPITAL OR IN- OFFICE EXPERIENCE POPULATION HEALTH TO DO EITHER WELL, MUST UNDERSTAND THE PATIENT EXPERIENCE OF LIFE WITH HEALTH CHALLENGES AND BEYOND THE EMBRACE OF CARE

15 FOCUS GROUP DISTINCTION FOCUS GROUP: HOW PEOPLE THINK OR REACT: PERCEPTIONS, BELIEFS AND ATTITUDES EXPERIENCE GROUP: HOW PEOPLE LIVE: THE REALITIES MEDICAL CIRCUMSTANCES IMPOSE ON THEIR LIVES

16 EXPERIENCE GROUP INSIGHTS CLARIFY PATIENT SEGMENTS IDENTIFY MEANINGFUL METRICS DEVELOP INSIGHT ON (INVISIBLE) UNMET NEEDS

17 CLARIFY PATIENT SEGMENTS 47 PARTICIPANTS WITH OBESITY 4 SEGMENTS WITH DIFFERENT NEEDS: PSYCHOLOGICALLY OBSTRUCTED ACCELERATED AGER MEDICALLY CHALLENGED INTRINSICALLY MOTIVATED

18 CO- CREATION ISN T ENOUGH CONSISTENTLY, SUGGESTIONS FROM PATIENTS WERE ADDITIONS TO CURRENT CARE, E.G. LONGER FOLLOW- UP NEITHER PATIENTS NOR CLINICIANS FORESAW A DIFFERENT APPROACH IT S HARD TO IMAGINE WHAT DOESN T EXIST

19 IDENTIFY MEANINGFUL METRICS WHAT IS AN EXCELLENT EXPERIENCE IN HEALTH CARE? WHAT MATTERS MOST TO PATIENTS? DO THE MEASURES SUPPORT CAREGIVERS PROFESSIONALISM? WHAT YOU MEASURE WILL IMPROVE, SO MEASURE WHAT MATTERS TO PATIENTS AND THEIR CARE TEAMS!

20 GREAT HEALTH CARE EXPERIENCES RESTORE CAPABILITY TO DO WHAT MATTERS TO YOU COMFORT FROM PAIN AND SUFFERING CALM THAT ENABLES INDIVIDUAL AND FAMILY LIFE

21 MEANINGFUL METRICS COMMUNICATE EMPATHY AND INSPIRE ENGAGEMENT

22 DEVELOP INSIGHT ON (INVISIBLE) UNMET NEEDS POOR RESULTS MISUNDERSTANDINGS COMPLICATIONS IRRATIONAL LOOKING CHOICES NON- COMPLIANCE WORK- AROUNDS INCONVENIENCE INEFFICIENCY WAITS, QUEUES RUNNING JOKES COMPLEXITY SUFFERING

23 THE HARDEST DAY OF MY LIFE WAS...

24 HEALTH CARE S ESSENTIAL QUESTION HOW ARE YOU?

25 PLEASE SHARE YOUR STORIES REDEFININGHEALTHCARE.ORG

26 THANK YOU