Blake and Freedom (flatmates and Massey Design alumni) offered to listen and give feedback to us if we wanted to do a practice presentation.
I wasn’t quite ready to ‘present’ but showed them what I have currently to see if they understand and get any tips considering they’ve done it before.
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?”.
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.
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.
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. “Waiting is frustrating, demoralising, agonising, aggravating, annoying, time consuming and incredibly expensive.”
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 facilitate reassurance in the urgent care waiting room by creating transparency in communication between staff and patients. By making information accessible such as their estimated wait time and how the urgent care process of triage works, patients would be able to understand the experience and feel more at ease whilst waiting.
Through human-centered design, Notify facilitates reassurance in the urgent care waiting room by creating transparency in communication between staff and patients. The system empathises with the user’s worry and resolves their uncertainty by making information accessible such as their estimated wait time and how the urgent care process of triage works.
2.5 million statistic slide: statistic is great but Blake kept doing the maths in his head about how many per day that would be etc. could include = across country every day? You could then say something along the lines of “you can see why people would feel like just a number, then go on to talk about the big problem and that through research I found they need reassurance that they will be seen”.
Urgent Care slide: white box could hover over each hospital, gp etc. depending on what one you’re talking about, could even quickly animate it so that goes at correct speed.
Make sure journey of patient is clear
Journey Map slide: Probably won’t need this in presentation but have it in blog and maybe report!
Quote slides: maybe you don’t need all of them, chose one or two you think help progress the project, on the slide could just have the bolded words rather than the whole quote, or have an icon and then the words next to it
Triage Screen in waiting room: Need to make sure the reader knows how to read the queue, as it’s a landscape format some can read across rather than down. For the triage scale could have immediate on one page and then goes to the next one, keep it engaging, helps with distraction.
iPad: don’t actually do it but mock it up – not like original one though but make it clear that you’re talking about an iPad kiosk. Talk about how it is secured down but staff are able to take them off and help patients use them portably if need be.
- Make sure to talk to the slides, you can repeat yourself but don’t talk about something different to reading something else.
- Talk about the problem earlier
- Probably don’t need week 4 or supercrit in presentation unless it meant something (have it in report!)
- Validate your idea by talking about your research – talking with people and questionnaire’s, refer to them