Professor Peter Wright Sheffield Hallam University Art and Design Research Centre UCHD Theme Lead NIHR Collaborative Leadership in Applied Health Research and Care for South Yorkshire. Barnsley Doncaster Rotherham Sheffield National Institute for Health Research

Peter Wright Mark Cobb Andrew Dearden Ade Adebajo UCSD: User-Centred Healthcare Design Barnsley Doncaster Rotherham Sheffield National Institute for Health Research

User-Centred Healthcare Design A design perspective on healthcare services Beginning with staff and patient experiences Ending with patients and staff working together to collaborative design services

The design perspective From products to services –Form and function are not the whole story –The service that these products provide that is the key –But not all services are well designed –So what is a service, and how we design it?

Charting the customer’s journey –from first hearing about the service through to completing their first encounter.. and beyond –Different needs, starting points, directions, and end points Beginning with the customer’s experience

Identifying the touchpoints –Where and how do customer’s interface with a service? –which people, technologies and documents define these? Defining critical moments in that journey Beginning with the customer’s experience

intellectually –Are the touchpoints, accessible, understandable, coherent, consistent, usable, meeting users goals emotionally –Is the customer angry, anxious, disappointed, alienated? socially –What values and relationships are projected by the service? –Does the customer see a person behind the service? –Does the customer trust the service, would they return? Evaluating the service experience

Healthcare is changing Economic and political drivers, the Darzi Report, the shift towards self- management Changing conceptions of the patient PPI and Expert Patient Programme The patient as an active informed consumer Bringing design to heath and public services Design Council: Co-Design of public services NHS Institute for Innovation: Experience- based design Healthcare design

The team Mark Cobb, Sheffield Teaching Hospitals Ade Adebajo, Barnsley Hospital Andrew Dearden, Peter Wright Sheffield Hallam University Simon Bowen (Participatory Design), Clinical Researcher, System/software developer First two case studies Older people’s experience of outpatients Teenagers’ self-management of diabetes UCHD

The person behind the patient a teenager a diabetes sufferer a service user

before now later Drs nurses GPs teachers friends family self body home school hospital a teenager a diabetes sufferer a service user The person behind the patient

before now later Drs nurses GPs teachers friends family self body home school hospital a teenager a diabetes sufferer a service user Physical Emotional Intellectual Social The person behind the patient

Charting the journey toward self management Knowing struggler Newcomer Able knower Determined naive opportunity typical path optimal path Knowledge high low Ability to act high

before now later Drs nurses GPs teachers friends family self body home school hospital Not just patients Physical Emotional Intellectual Social But also for staff as well as patients

Friends and peers Teachers The co-design model Patients and family Researchers Service designers Drs, nurses… managers Patients’, carers’, staff’s experience The involvement of patients and professionals on an equal footing but with different expertise “Mapping the subjective as well as the objective pathway of care” “The act of bringing patient and staff together to hear each other stories.. serves as a dynamic catalyst for change and improvement”

Project group Staff Patients Shared learning group Co-design groups Learning from experience Shared evaluation timescale implementation

UCHD: User-Centred Healthcare design NIHR Collaborative Leadership in Applied Health Research and Care for South Yorkshire. Barnsley Doncaster Rotherham Sheffield National Institute for Health Research