In my aim of understanding and finding possible areas for improving healthcare experiences, I took multiple journeys to hospitals as a design researcher, observed doctors in their environments, and understood the functioning of the medical system.
We further went on to explore new ideas and improvements to the current system, specifically with regard to patient record documentation and information systems.
What was my role?
Design Researcher
Design Researcher
What did I work on?
Contextual Enquiry, Workflows, Brainstorming
Contextual Enquiry, Workflows, Brainstorming
Who did I work with?
Dr. B Ravi Shankar, Chief Gastroenterologist and HOD
Institute of Gastroenterology and Liver Sciences, Sunshine Hospitals, Secunderabad
Institute of Gastroenterology and Liver Sciences, Sunshine Hospitals, Secunderabad
Dr. KVVR Lakshmi, HOD, Department of Laboratory Medicine
Century Hospitals, Banjara Hills, Hyderabad
Century Hospitals, Banjara Hills, Hyderabad
What did I learn?
Hospital Systems, Medical Processes, Patient Documentation
Hospital Systems, Medical Processes, Patient Documentation
Contextual Enquiry
Following the four principles of CE:
Focus: To understand processes and workflows of the hospital system
Context: Consultant’s Room, Operation Theatre, Laboratory
Partnership: Conversation, Continuous Observation
Interpretation: Insights, Possible Solutions/Intervention
1. Registration and UHID Creation
2. Doctor Consultation and Check-Up
3. Doctor's Notes and Documentation
Key Observations, Insights and Question Triggers:
Each doctor has his own format of noting down patient conditions.
Could this activity be personalised, yet have a format that works across reports?
Could this activity be personalised, yet have a format that works across reports?
The doctor prefers manual note taking vs typing. This was because his typing speed was low.
Could a tech solution help in bridging this disability gap?
Could a tech solution help in bridging this disability gap?
He felt a digital note taking experience would get in the way of the doctor-patient interaction. He specifically mentioned the need for eye contact and an emotional understanding with the patient.
How can technology help in making the transition seamless and inclusive for all types of users?
How can technology help in making the transition seamless and inclusive for all types of users?
4. Treatment / Observation
6. Report Approval and Dispatch
Equipment and Infrastructure
Software Systems
Cause-Effect Diagram
Brainstorming
The guided brainstorming session involved coming up with new ideas and improvements for the considered hospitals systems using three specific verticals:
1. Systems/ Processes
2. Manpower
3. Technology
All ideas and interventions were imagined from the standpoint of current technological availability and scenario in the Indian context. Some of the themes that we found most relevant from this session:
1. Doctor-Patient Interaction
a. Audio-Text Translation
b. Pre-filled templates for consultation notes
c. Format for preliminary questionnaires
b. Pre-filled templates for consultation notes
c. Format for preliminary questionnaires
2. Patient Experience
a. Creation of a Health Record Archive
b. Format for Mobile Reports
c. Communication with patients over mail/cloud
b. Format for Mobile Reports
c. Communication with patients over mail/cloud
3. Process and Workflow
a. Single System Approvals
b. Digital Signatures and Verifications
c. Intelligent technology to report discrepancies
b. Digital Signatures and Verifications
c. Intelligent technology to report discrepancies
