- A hospital should be a place of healing and recovery, yet it can often be the first step of a slippery slope downhill, especially with the elderly. In particular, the ICU has not substantially changed in decades and can be a regressive model of care for patients.
- Most EMRs are inefficient to use and present information in a non-intuitive record. Many medical devices have excessive “alert” functions, causing staff to ignore or disregard genuine alerts and patients and families to feel continually stressed during their stay, with satisfaction surveys reflecting the experience.
- Physician burnout is at an all-time high, with surveys showing only 14% of doctors with the time necessary to deliver the highest standards of care.
Efforts to implement new technology platforms, like those for patient engagement and population health, have struggled primarily due to human factors, including adoption and lack of good data governance.
This is where Design Thinking comes in. Every successful implementation of technology or systemic change has some element of Design Thinking to credit. At Sense Corp, we engage the people component in every challenge we tackle, whether it is wholesale transformation or incremental improvement. We develop a deep understanding of how payers, providers, and patients engage with the issue, so when we’re creating solutions, we’re doing so as “co-creators” with our stakeholders. The resulting solutions are differentiated from others by a practical perspective that focuses on achievability to foster success.
Designing with the “end in mind”. The first step of design thinking is empathizing – where you observe, engage, and watch and listen. This step answers “why” people do things while more deeply understanding their multifaceted needs. It’s about discovering what is meaningful to them.
An association of 30+ independent health insurance organizations was building a data warehouse that would hold an unprecedented amount of data to allow for in-depth analytics on health outcomes. After engaging the association’s customers and how they would best benefit from reporting, it was quickly evident that there was a huge disconnect with what the independent health plans wanted and what the association believed they needed.
Sense Corp was the first group the health plans worked with that truly listened to their needs. Our role quickly became a trusted advocate for the health plans in making sure their voice was heard by the client. We were able to share insights into the way the plans ran their business units including analytical work groups, sales and marketing, as well as clinical and medical management. The end result was a comprehensive reporting solution that bridged the gap between the payer association and its health plan customers – ultimately leading to better health outcomes for plan beneficiaries.
Is Design Thinking the flavor of the month? The phrase may be getting well-worn lately, but we think it describes well what we’ve always done: understanding people, processes and the business first so that we design the best solutions for improving the health of populations, patient experience, and reducing the cost of care.