Week 10: Practice Presentation preparation

A rough mockup of slides for practice presentation, definitely didn’t cover everything I wanted to show but what I had time for.

Presentation Script so far:

An empty urgent care waiting room, with no wait time. Unheard of. For many it certainly is, and at first glance people can usually decipher the status of the room—is the room filled to the brim or relatively calm? Then comes the common question, “how long will I wait?”. 

Slide change

In New Zealand there is approximately 2.5 million urgent care patient consultations per year and for many patients, the assessment area and waiting room is where the patient journey starts. 

Slide change

This project is aimed at patients that attend urgent care clinics – the third ill-defined space. Not the passive appointment-led general practitioners doctor office where you might wait for 20 minutes. But neither the intense high-stress environment of the emergency department where ambulances fly to and from. It’s the space between. Urgent care clinics provide non-appointment care and are generally open seven days a week, from 8am until at least 8pm and many offer after-hours care. 

Slide change

Upon arrival at an urgent care clinic patients are put into triage, a process that is critical to the effective management of modern emergency departments. Triaging aims to ensure that those patients assessed as having the most urgent need, are treated more quickly than those patients with a less urgent need. In New Zealand urgent care, triage has five categories, each with a specified maximum appropriate time within which medical assessment and treatment should commence. However, because of fluctuations in patient numbers, the seriousness of their conditions, and other pressures on resources, these times cannot always be met meaning patients often have a long time to wait. The waiting room has come to represent a containment space of unavoidable frustration for patients and doctors alike.

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A range of studies show that patients complain because of lack of information and poor understanding of the triage process. Many experience the process as biased and unfair. Human-centred design can be used to create transparency and reassurance within an urgent care clinic waiting room to enable patients to understand the triage system and feel more at ease whilst waiting.

Slide change

Studies show that the waiting room experience is an important contributor to patient satisfaction. When ill or in pain, people tend to be uncertain, anxious, and concerned. Creating transparency in healthcare enables patients to trust the service provider and understand the triage system.

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