In the on-demand digital age, our patients expect to have access to timely, seamless care from a trusted source. However, our digital systems have not kept pace, and the current options for acute care are either burdensome (e.g. phone triage lines, emergency room visits) or asynchronous (e.g. MyChart messages). At UCSF we are actively working to improve this system. To do so, we must incorporate design thinking.
In this interactive session, we will:
- Set the context by telling a story of a patient (in a journey map) who is trying to access medical care for a new symptom
- Have a guided session with the audience to curate a set of Design Principles (from the patient perspective)
- Introduce a set of service tools that can be used to solve the problem (i.e. applications, EMR, remote devices, texting, phone)
- Allow the audience to select a set of these tools to create their notion of the patient experience (using the initial journey map as a template) that incorporates the Design Principles
- Judge which groups created the best experience
- End with a brief overview of our vision for redesigning the Virtual Acute Care experience for patients at UCSF
In this interactive session, you will learn how to apply design thinking principles to solving key patient care issues.
Slides: https://ucsf.box.com/s/dwo41ilmndlaggk7piv4usqx0h2ca1y7 (MyAccess login required)
No previous knowledge required. Audience members should have interest in using design thinking to solve clinical and systems challenges, especially those that involve digital tools.
Jessica Chao, PharmD, MBA
Director, UCSF Clinical Innovation Center
Dr. Jessica Chao is the Director of the UCSF Clinical Innovation Center where she overseas day-to-day operations and leads various initiatives and partnerships with industry and academia to solve the highest priority problems at UCSF. Previously, she has led product design in various San Francisco startups as well as co-founded a consumer health information company. Jessica received her MBA from the Johns Hopkins Carey Business School in 2012 while she concurrently completed her Residency in Health System Pharmacy Administration at Johns Hopkins Medicine. She also holds a Doctorate in Pharmacy from the University of Washington.
Jan Yeager, Lead Service Designer, UCSF Clinical Innovation Center
Jan Yeager M.Des. has a diverse background in design and 20+ years of experience applying design strategy, human-centered design methods, and design research to advance innovation within companies across a range of industries. After many years of working in the consumer space she became inspired by the enormous opportunities within healthcare to apply human-centered design and is currently building service design capability within the Clinical Innovation Center at UCSF. She now works within interdisciplinary teams of providers, front line staff and patients to solve critical care delivery problems and improve the patient experience, employing a combination of systems thinking, behavior change theory, and technical expertise in insight generation, human factors, visual modeling and prototyping. Jan holds a BA in Anthropology from the University of Arizona, a BFA in Communications Design from Pratt Institute and a MDes in Human-Centered Design from the Institute of Design, Illinois Institute of Technology.
Timothy Judson, MD, MPH
Associate Director of Clinical Innovations, Department of Medicine
Medical Lead for Virtual Acute Care, UCSF Clinical Innovation Center
Dr. Timothy Judson is an internal medicine physician practicing both hospital medicine and urgent care at the UCSF Parnassus campus. He earned an MPH in health systems, management and policy from Tufts University, and then completed his medical training at Weill Cornell Medical College. He came to UCSF for his internal medicine residency, followed by a year as Chief Resident at Parnassus. His research experience includes patient-reported outcomes, medical technologies, and physician motivation.