Designing a care-template builder
TL;DR
I tackled the UX challenges of a care-template builder for doctors using a service design approach. The system streamlines patient management for receptionists and enables doctors to efficiently create care journeys, automating tasks and improving engagement. Notably, the platform automates notifications, saving time for doctors and enhancing the overall healthcare experience for both professionals and patients.
Platform
Web
Year
2023
Briefing:
UX problem statement: Designing a care-template builder.
Target users: Doctors, age group: 35-40 years old.
Context: In a healthcare scenario, for certain patients, the care treatment follows a set of actions which are template based. We call this template a care journey. Doctors/Nurses create these journeys keeping parameters like appointment type, patient type, chief complaints, patient preferred contact method, etc. in mind and apply it to suitable patients. They automate certain tasks that the clinic perms repetitively for patients and enable them to save time and effort.
Solution
To better understand the care journey, I analyzed the shared information through the service design lens. Due to its complexity, I created a service blueprint based on the care journey I was given to map all the touchpoints between the patient and the doctor's office.
Click on image to see the service blueprint.
The system
On the office system, we have 2 main users, the reception staff and the doctor.
On the reception staff dashboard, we have a component with a list of the practice's patients where the receptionist can add new patients to the system or search for existing patient's files.
Additionally, we have the emergency patients' tile and the practice's overview.
Finally, on the right side of the screen, there is a fixed schedule showing the upcoming or past appointments.
The dashboard for the doctor allows them to start the appointment directly from the schedule.
Once the appointment starts, the doctor has to enter:
Where is the problem;
What are the symptoms, when did they start and;
The frequency and severity of them.
The system would contain prerecorded options for each of the fields that are shown once the doctor starts typing and It's also possible to clear all information entered.
The diagnostic and treatment page have the same concept, where the doctor can choose the diagnostic based on their examination, the prescription, set the patient's tasks, doctor notification options, additional exams and schedule a follow-up appointment.
Once the care plan is completed the doctor can choose to save it for future reutilization for the same diagnostic by turning on the option.
The diagnostics and the treatment plan are automatically sent to the patient's email, care app and office printer and the patient will be reminded of their tasks via text messages and emails registered on their file as well as app notifications.
Roles and Responsabilities
Design a journey builder where doctors can create a care journey to be applied to specific patients;
The focus should be on how to enable doctors to design a journey template;
Care Journey
Roughly, a care journey steps look like this:
The front desk books an appointment for a patient;
An automated confirmation email should be sent to the patient immediately;
An automated app invite email is sent to the patient to download the app so that the patient can be notified about appointment reminders;
If the app is not downloaded, an automated appointment reminder is sent to the patient 3 days before and on the day of the appointment via text message;
Once a patient makes it to the appointment for a certain appointment type, schedule a follow-up depending on the care plan recommended by a provider and based on prescription, patient tasks are created in the app e.g medications to be taken, any vitals needs to be measured, etc.
Generate automated reminders for each task e.g measuring vitals, taking medications, and if medications are not taken, alert the doctor via email or text;
Schedule an automated follow-up in 2 weeks;
All these steps together formulate a care workflow/ journey/ template which is either assigned automatically via a system logic or is assigned manually.
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