How might we design systems that provide seamless and cost-effective access to quality health services for migrated underserved communities?
A service designed around universal coding to transform healthcare for better access, care, investment and response for both patients and doctors.
Patients have fear of the unknown lies at the same time doctor's are so much conscious about their response as patient's are less aware. Intangibles pain points are “Accessibility of Facility”, “Transparency of Process” and “Feedback on recovery” that causes “Trust” issues in patients. On the other side, “Skeptical about Diagnosis”, “ Fear of misinterpretation” and “Overburden cognitively” are the pain points for Doctors. Ultimately Information asymmetry.
We applied service design approach to understand healthcare system as a bigger picture their elemental interactions, truss links and leverage points; and through Human behavior we mapped out intangibles drivers behind how different interested parties (patient, doctors, government authorities, experts, hospital owners, relatives, neighbor's, social media etc.) acts and behave the way they behave ? What could be the tangible solutions that would mitigate information asymmetry? How fear driven healthcare can be transformed to trust based support system?
Statistical data helped us to identify the problem area, followed by that qualitative research with patients, doctors and facility providers. Insights emerged from big and thick data that were validated with policy experts and precedent study. Prototype of the same have been tested. So much anxiety, doubts and fear for a patient to approach the hospital because of lack of transparency and clarity. Doctors need patient’s history quickly to for accurate diagnosis and further actions.
Our approach started with an preliminary secondary research with an idea to understand the process of approaching an hospital in case of diversified area. The idea was also to understand the patient's journey during the period of sickness. Interviewing the stakeholders and understanding their process in their natural context. A study on the impact on the social and environmental effect because of the cause and effect of the heath issue was also carried out. Using the GIS (Geographic Information Systems), a better understanding of traffic paths to hospital offering elective and emergency surgical care could be easily carried out.
Trying to understand the stories of the both side as from the doctor and from the patient and tried to identify the challenges faces from both end. Also looking into the middleman who are the facilitators and influencers who act as an catalyst between the two and the challenges that can be highlighted.
The focused insight was to key to which the proposed solution was generated. The idea was to use the existing technology which would be rather more inclusive.
In case of Emergency case like accident or heart stroke the primary aim is that the hospital should get informed as quick as possible and the hospital should start acting taking action within time.
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In case of Non-Emergency case like fever or cold, an appointment can be booked with the hospital so as to remove the cognitive load on the doctors and the health records which are already updated on history can also be checked while the patient reach the hospital.
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The dashboard will be operated by a specialized medical representatives so as to assign and to update the number of reports and cases in the specified areas. The emergencies cases will be automatically assign mobile vehicle to reach the destination with the address sent to the vehicles driver. The non emergencies cases will be approved by the the representatives and vehicles will be assigned or will be asked to reach by themself.
