Design Thinking at Calvary Health Care​

Challenge

A connected, co-ordinated and integrated healthcare model is vital for the delivery of efficient and safe care as a patient transitions between home, community-based and hospital care. However, limited budgets, a lack of access to appropriate technology and isolated models of care within a health service can pose a challenge to the delivery of optimal integrated care. ​

Approach

Solving communication and information problems in the integrated care setting at Calvary Health Care in the NSW Hunter Region​

A Design Thinking project was conducted for Telstra by The Strategy Group to identify and solve communication and information problems in the integrated care setting at Calvary Health Care in the NSW Hunter Region. This aimed to: ​

• Understand the potential communication problems in an integrated care setting from the clinical perspective, and how these problems are preventing optimum care outcomes for the patients​
• Observe integrated care in real time, with a view to developing insights and solutions to the observed communication problems​
• Develop solutions to delight end users, solving real problems in a very meaningful and insightful way. ​
• Develop a model of research and engagement that can be used in other integrated care settings. ​

The Strategy Group worked closely with Calvary Health Care to help them use Design Thinking to optimise an integrated care model. We employed cutting-edge Design Thinking methodology to develop successful and meaningful solutions to achieve more efficient and safe healthcare for patients, their families and carers. ​

After engaging stakeholders across a number of key integrated care settings at Calvary Health Care, The Strategy Group implemented the 5 step Design Thinking process. The observations of daily clinical life gave The Strategy Group a front row view into the typical activities of an integrated care organisation. While the insights gained from the process differed across integrated care units, many common problems were observed. These common problems highlighted an unintentional disconnection in the delivery of care across integrated care units, and the resulting impact on patients. ​

Outcomes

Using Design Thinking and empathy-based observations, The Strategy Group was able to understand the key issues and pain-points in the delivery of integrated care at Calvary Health Care. ​

Working with clinicians and stakeholders, five key communication and information technology solutions were formulated:​

• In-building mobile coverage​
• Portable patient records​
• Multi-platform integrated messaging for clinicians, patients and carers​
• Multidisciplinary rostering solution​
• Closed community social media to facilitate patient, carer and clinician communication. ​

Design Thinking ensured the identification of meaningful and impactful solutions that will help Calvary Health care and its clinicians to deliver more integrated, efficient and safe healthcare for patients, their families and carers. ​