Distributing Healthcare to Communities
In 2020, the Covid 19 Pandemic have radically changed the way the health service has had to operate overnight. The urgent shift to more remote ways of working left behind a legacy of a generally more blended approach,
with digital and remote engagements playing a bigger role in the provision of many services in future.
In this project, the team and I collaborated with the NHS Scotland tried to rethink the future user journey of healthcare service in the next 10 years. With a specific focus on preventative care which is the stuff you do (before getting sick) to stay healthy. We aimed to design a delivery of healthcare in the community to eliminate inequality of accessing healthcare services, with greater integration of digital technologies but still maintaining that critical human aspect.
Frame
NHS Scotland
Glasgow School of Art
Year 3, October 2020
The Team
Aidan Fraser
Ella Aitken
Eve McNeill
Jenny Hu
Vilhelm Thoresson
Brief
A speculative look into the holistic and preventative future of Scottish healthcare service design. The project engaged the user group (healthcare workers from NHS Scotland) in the entire design process to review the current experience and thus shape the future healthcare service with the design team together.
The Design Process
Desk Research
Through desk research of Scotland's health system focused on preventative care. We understood how the healthcare system response currently, and noticed there is a lack of primary prevention in public health.
Co-design with NHS Scotland
We inducted semi-structured interviews with a number of professionals working with NHS, from surgery doctor to whom focus on child care. Each of them faced a particular group of patients with separate focuses. A difficulty is to understand how each role is participating in the healthcare system. To ensure our design is able to cover all special conditions. We defined our purpose is to design a service journey, a synthetic representation that describes step-by-step how a user interacts with a service.
Analysis
Integrated findings from desk research and interviews, we visualised the current user journey map with the service blueprint. Based on the interviews, we mapped out the current user journey of a patient visiting GPs and hospitals. By identifying friction points (in red notes) we envisioned a future experience focused on tackling these issues.
To understand different needs, we portraited a series of personas in the future community based on current residents in a Glasgow community. Each persona has his/her own worries and expectations to the healthcare service. It is very much like the reality which questioned us how to design to meet a various needs of residents.
The Design Outcome
The Community Hub
The community hub would be the core of the community bringing people together, everyone’s needs are cared about and it’s understood that sometimes there’s not just a simple solution to fix a problem. We are wishing to create not just a system but an environment that everyone is able to be a part of, the workshops and groups that will be in place will allow individuals to be in control of what they do, sharing their lives, interests and worries with others creating connections, seeking and offering help to each other.
Envision the Future Hub by Storytelling
Establish the Community Hub:
A Story of the Ambassador
Sally the Ambassador
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Specializes in establishing and upholding community hubs.
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Lives within said community
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Develops language and mindset around 3rd sector.
1.
Sally moves in to establish the CHC Hub.
Makes local connections and investigates groups already in place.
Identifies someone who could work with her in development.
Join the Community Hub:
A Story of the Community Resident
Heather the Resident
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Struggling to find work she gets direction to a computer skills class.
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Two classes per week and online modules via the Hub platform.
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Obtains a CCC (Community Care Certificate).
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Now works helping members of the community manage their finances.
1.
After moving in the community Heather is introduced to the Hub. She meets new neighbors and friends in a coffee chat.
She speaks out her worries and feels better.
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2.
Starts off coffee groups to build a group base.
These become larger and more frequent in time.
Sally has made a lot of key connections and fostered links within the community.
Key contributors are then identified.
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3.
Needs and wants are identified.
Over time, more and more space is obtained.
Identifies there are a lot of new and expecting parents.
Develops a role for a retired midwife.
Parent meetup discussion groups.
2.
The Hub offers one on one and group support.
A retired health worker that volunteers in the community.
Meets up whenever she needs and gets support, advice and direction to features in the Hub e.g. the baking group.
Check in once every month
If needed, Heather can join back into the service where she left off.
Support is with the same counsellor.
3.
The Hub also offers activities such as dancing, walking, and bakery classes welcoming residents to join to develop interests and stay physically and mentally healthy.
Deliveries
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