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Care+ was a collaborative piece that saw my partner and I take on redesigning the patient information given out to heart and lung transplant patients at Heartwood Hospital. As part of this process we were able to conduct two sets of interviews, and I observed one of the initial patient information meetings during the patients assessment week.
We designed semi structured interviews with a few set aims. Exactly what it was that both patients and staff want out the information redesign? Was there any limitations to our ideas? Did they want a heavier focus on digital or physical? We found that both the staff and patients found the information booklets to be inaccessible, with far too much information to take on, and that they were rarely referred back to after the patients initial interaction with them. We also found that although there was no limits to our ideas, the solution needed to be as practical, and as accessible as possible, given the wide demographic of heart & lung transplant patients.
Our solution was a six part experience. The patient would be sent a Care Package as soon as they are referred to the Heartwood Hospital containing information on the hospital itself, it’s facilities, staff, and nearby amenities, making sure that their first visit to the hospital is a little bit easier and more familiar. Secondly, they would be given the first redesigned patient information booklet, containing heavily condensed information, along with more images and diagrams. Third, they would receive login details for the online services, this would consist of all the information from the booklet, but it in digital form, alongside videos, and photos. Next, during their assessment week at the Heartwood Hospital they would receive their second information booklet and they would be introduced to the DigiDoc, a smart speaker capable of answering any questions they may have, along with helping to keep the patient organised, and freeing up staff members time. Finally, following on from the operation the patient would receive their final information booklet.
We hoped that by breaking up the information into different parts, and increasing the number of ways the information could be accessed, that it would aid information retention, and patients would feel more comfortable at each step of their transplant. Not only this, but we hoped that it would help to free up members of staff’s time, meaning their time spent with patients would be more efficient and helpful.