A toolbox for making the best match between technology and citizen
Toolbox
Let us pretend that you are given a toolbox for the assignment: Make a Match between Technology and Citizen
The tools can support you in making the best possible match between technology and citizen. Each tool is introduced in the following modules. For a full list of the tools go to the end of the page.
How to use the tools
The purpose and use of each tool is explained.
You may pick the tool(s) that best fits your specific needs and resources.
The tools are to be used either alone or together.
Tool: What is important to you?
What is important to you? When you ask this simple question, the citizen (patient) experiences being met as a whole person.
It is important that we ask and listen to the patients. We want to be present and start from the patient’s needs, wishes and possibilities.
What is important to you is a dialogue tool meant to support healthcare professionals in this task.
It is meant to be a quick and simple tool that may provide you with techniques that are easily incorporated into your daily routines.
How to use
This tool may be used to guide the dialogue with citizens in your work.
You can ask the questions described in the tool and take note of the non-verbal ways to signal to citizens that you are listening to what is important to them.
Link to the material
Tool: The user journey game
The purpose of this game is to change perspectives. The aim is that you, as managers and healthcare professionals, begin with the needs of citizens – not your own internal workflows – when you develop and improve your ways of collaborating and providing the best possible treatment for your citizens.
This is how you play the game
The user journey game takes approx. 1 hour and 45 minutes. It has 7 steps.
- Step 1 (10 min) Personas. The group chooses a persona (a citizen). There are three pre-defined personas and one empty template. Fill in the one you prefer to work with based on which citizens you usually meet in your work.
- Step 2 (15 min) The user journey. Connect your personas with the user journey. Imagine the person visits your department. Which steps does he/she go through? Build the user journey with the squares you find on the slide with the checklist. Write on the empty progress tiles if you are missing steps in the user journey.
- Step 3 (10 min) Needs. Find 10 needs of your persona that can be met better than today. Write them under the user journey track.
- Step 4 (5 min) Analysis. Mark the needs that are best solved with digital technology.
- Step 5 (20 min) Discuss which digital solutions could improve the patient experience of your persona. Draw, write and develop your idea for a digital solution in the grey patient field.
- Step 6 (20 min) Discuss the idea based on what the changes mean for the healthcare professionals and write your answers in the grey employee field in the user journey game.
- Step 7 (20 min) Discuss the role of managers/management. Discuss what the changes require of the management and what the management group can do. Write your answers in the grey management field.
Preparation
Print the material. See the attached checklist.
Tool: Ask the citizen – and their relatives
Citizens’ and relatives’ knowledge about their disease, everyday life and course of treatment is important in relation to planning and deciding the right treatment and care. When you involve the users’ knowledge, you create higher quality and increase citizen safety because the treatment is adapted to the individual’s preferences, resources and needs. Although several hospitals already work with user involvement, there are many who would like to get better at it – and develop, qualify and implement more user involvement initiatives. The reflection cards have been prepared as a tool to qualify the work.
Purpose of the reflection cards
The purpose of the reflection cards is for you to discuss the concept of user involvement and to jointly reflect on your user involvement practice. Based on your own experiences, knowledge of and attitudes towards user involvement, the aim of the reflections is to give you new insights that can challenge and qualify your current practice.
The reflection cards are divided into three colors, which correspond to the three types of involvement:
- Individual involvement (purple)
- Involvement of relatives (blue)
- Organizational involvement (pink)
Guide for use
The cards, which deal with individual and relative involvement, are primarily intended for employees in practice, but it may be beneficial to discuss the questions with managers and employees working with quality assurance and development.
The cards, which deal with organizational involvement, are primarily aimed at managers employees working with quality assurance and development.
Link
Dilemma film: How do I assess whether home monitoring is the best solution?
Home monitoring is when the citizen conducts self-measuring of blood pressure, pulse, weight etc. When is this a good solution? To offer home monitoring calls for a thorough assessment before making your final decision. The following film will show how to go about this process.
In the film, you meet a nurse employed at a pulmonary outpatient clinic in a hospital. The nurse has a meeting with a citizen who suffers from COPD and together they have a look at telemedicine equipment. According to the plan, the citizen must have the equipment installed at home in order to measure his oxygen saturation, pulse, weight and blood pressure daily.
The dilemma film deals with healthcare professionals’ work with technology. Watch it and answer the following questions. You can consider the questions by yourself or discuss them with colleagues.
Additional assignment
If time allows, think of some more questions to discuss.
Perhaps you want to share an example from your personal experience?
Questions for reflection
Based on the film, consider the questions below:
What qualifications must citizens possess in order to do home monitoring?
What would make you more comfortable in introducing and possibly testing a home monitoring solution for a citizen?
How would you prepare yourself in order to introduce and, possibly, test a home monitoring solution for a citizen?
Dilemma film: The balance between technology and people
Video consultations have been proven helpful to citizens who find it difficult to transport themselves to a doctor’s appointment. However, technology is not always perceived positively.
How do we balance between technology and people?
In the film, you meet Henrik, who is a general practitioner. Henrik is having a video consultation with an elderly citizen at a care center. Subsequently, he shares his positive experience with a colleague who is more skeptical.
The dilemma film deals with healthcare professionals’ work with technology. Watch it and answer the following questions. You can consider the questions by yourself or discuss them with colleagues.
Additional assignment
If time allows, think of some more questions to discuss.
Perhaps you want to share an example from your personal experience?
