Quality Improvement tool for re-designing healthcare service-user journeys with COVID-19 risk assessment & mitigation

为了提供正常的业务表现，医疗保健提供商将需要重新配置几乎所有服务（许多服务目前处于暂停状态），以适应covid-19未来的挑战（例如：脉冲锁定、隔离弱势群体、新的测试和追踪制度、中断的供应链、新的工作实践和对设施的新空间需求）。质量改进（QI）方法目前为本地医疗保健创新提供了一个研究知情的工具框架。目前有各种各样的QI工具支持NHS QI工作，这些工具来自制造业等部门。在过去的12个月里，NHS Tayside已经将基于服务设计的额外QI工具服务集成到其QI计划中。这些设计方法与已建立的QI工具一起工作，以映射服务-用户（患者）的视角。本提案描述了在线QI工具的开发，该工具将支持在考虑到COVID-19不断变化的风险和挑战的情况下绘制、评估和重新配置服务的挑战。NHS泰赛德将提供工具开发平台，NHS苏格兰教育（NES）将提供专业的QI指导和广泛的传播网络。克莱德大学将提供服务设计研究专业知识。开发将涉及：从最近建立的COVID-19途径中吸取经验教训，将经过验证的服务设计工具与现有的风险管理工具相结合，整理关于COVID-19风险和缓解措施的研究，综合和测试工具模板，以及开发在线培训，以便在QI背景下提供新工具。工具的有效性将被评估。获得的知识将是宝贵的，并可广泛转移到服务经济中的其他服务部门，这些部门面临着重新设计和实施COVID-19缓解措施的挑战。

In order to deliver business as normal performance, healthcare care providers will need to reconfigure almost all services (many currently in abeyance) to accommodate the future challenges of covid-19 (For example; pulsed lock-downs, isolation of the vulnerable, new testing & tracing regimes, disrupted supply chains, new working practices & new spatial demands on facilities). Quality Improvement (QI) approaches currently provide a research informed framework of tools for local innovation in healthcare. A wide variety of QI tools currently support NHS QI work, drawn from sectors like manufacturing. Over the last 12 months NHS Tayside has integrated a services of additional QI tools based on Service Design into its QI Programmes. These design approaches work alongside established QI tools to map the service-user (patient) perspective. This proposal describes the development of an online QI tool that will support the challenge of mapping, evaluating and reconfiguring services that take account of the evolving risks & challenges of COVID-19. NHS Tayside will provide the platform for tool development, NHS Education for Scotland (NES) will provide specialist QI guidance & access to wide networks for dissemination. UoStrathclyde will provide service design research expertise. Development will involve: capturing lessons learnt from recently established COVID-19 pathways, integration of proven service design tools with established risk management tools, collation of research into COVID-19 risks and mitigations, synthesis and testing of tool templates and development of online training to deliver the new tool in a QI context. Tool effectiveness will be evaluated. Knowledge gained will be valuable and widely transferable to other service sectors within the service economy, challenged with redesigning & implementing COVID-19 mitigations.