An integrated patient journey mapping tool for embedding quality in healthcare service reform
An integrated patient journey mapping tool for embedding quality in healthcare service reform
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DOI：
10.1080/12460125.2016.1187394
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发表时间：
2016-01-01
影响因子：
3.4
通讯作者：
Adam, Frederic
中科院分区：
文献类型：
--
作者：
McCarthy, Stephen;O'Raghallaigh, Paidi;Adam, Frederic
医疗保健行业是一个受到严格监管的环境，受到许多限制。围绕医疗协议、医疗器械认证和数据保护的标准确保患者在与医疗保健系统接触期间的健康和隐私得到保护。然而，在满足这些限制条件、提高性能和提供良好的患者体验之间出现了差距。例如，妊娠期高血压的医疗方案建立了一套经临床验证的治疗指南，但没有考虑到患者经验的独特性。我们断言，设计研究原则可用于创建视觉工具，在不影响患者体验的情况下，向这些约束和性能改进目标致敬。在本文中，我们描述了在医疗保健项目中使用以人为中心的设计研究方法开发的这样一个工具。用于患者旅程映射的集成工具通过支持多学科从业者设计满足现有限制、性能改进和患者体验需求的医疗保健解决方案，解决了现有方法的缺点。此外，我们记录了如何在项目中使用患者旅程地图来促进多学科利益相关者团队之间的协作。
The healthcare sector is a highly regulated environment that is subject to numerous constraints. Standards around medical protocol, medical device certification, and data protection ensure that the wellbeing and privacy of patients is protected during all encounters with the healthcare system. However, a gap has opened up between the need to meet these constraints, improve performance, and also deliver good patient experience. For example, the medical protocol for hypertension during pregnancy establishes a set of clinically validated treatment guidelines, but does not consider the unique nature of patient experience. We assert that design research principles can be used to create visual tools that pay homage to these constraints and performance improvement goals without compromising patient experience. In this paper, we describe such a tool that has been developed during a healthcare project using a human-centred design research approach. The integrated tool for patient journey mapping addresses the shortcomings of existing methodologies by supporting multidisciplinary practitioners in designing healthcare solutions that meet the demands of existing constraints, performance improvement, and patient experience. In addition, we document how patient journey maps were used on the project to facilitate collaboration among a team of multidisciplinary stakeholders.