What is the optimal journey in pediatric oncology for patients, family and care givers?
Research & service design, 2015
Children’s Hospital is expanding to Liberty and introducing a brand new form of Radiation Therapy, Proton Therapy, for the patients there. This project is to envision an optimized CBDI patient/family experience as the model of care across CCHMC.
Initially, most caregivers are too overwhelmed to process the bulk of the information the hospital is giving them regarding the care of their child. This communication breakdown leads to misunderstandings that continue throughout then entire patient experience.
Over the course of several weeks our team conducted interviews with 41 staff and 9 families for a collective 25 hours of recorded interviews. These interviews were analyzed and coded using a qualitative approach. Using several sets of participatory design tools we presented aspirational benchmarks and product concepts to our stakeholders for their insight. We used this feedback to focus our attention on meeting a reoccurring issue : the information needs of families and patients throughout the care journey.
I was in conference call with Children's core team every week. I conducted half dozen staff interviews with patient/family and staff, transcribed and coded interviews, ideated design solutions, build up the storyboard, made assets for the video.
The team focused on prioritizing and recommending a mix of affordable, executable strategies – both for short term implementation and long term transformation – that would streamline the cancer journey for all stakeholders at CCHMC.