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

为了以正常业绩提供业务，医疗保健提供者将需要重新配置几乎所有服务(许多服务目前处于停顿状态)，以应对新冠肺炎的未来挑战(例如，脉冲封锁、隔离脆弱者、新的检测和跟踪制度、供应链中断、新的工作做法以及对设施的新空间要求)。质量改进(QI)方法目前为医疗保健领域的本地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的QI工作，这些工具来自制造业等行业。在过去的12个月里，NHS Tayside将基于服务设计的其他QI工具服务整合到其QI计划中。这些设计方法与已建立的QI工具配合使用，以描绘服务用户(患者)的视角。本提案描述了在线QI工具的开发，该工具将支持考虑到新冠肺炎不断变化的风险和挑战的地图绘制、评估和重新配置服务的挑战。NHS Tayside将为工具开发提供平台，NHS苏格兰教育(NES)将提供专家QI指导并进入广泛的网络进行传播。UoStrathclyde将提供服务设计研究专业知识。开发将涉及：从最近建立的新冠肺炎路径中吸取经验教训；将成熟的服务设计工具与现有的风险管理工具相结合；整理对新冠肺炎风险和缓解措施的研究；合成和测试工具模板；开发在线培训，以在质量改进的背景下交付新工具。将评估工具的有效性。获得的知识将是有价值的，并可广泛转移到服务经济中的其他服务部门，面临重新设计和实施新冠肺炎缓解措施的挑战。

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.