Primary care practices are a regular touchpoint - and also pain point - for Canadians and the health system. Characterized by short interactions and long wait times, primary care is an ideal place to leverage technology to improve processes.
The above process map was developed to depict an idealized primary care interaction, from booking an appointment to developing a care plan. To develop this process, the following took place:
Information from physician interviews, observational visits to a small family practice and desk research was conducted to gain perspective on the problem landscape and barriers & facilitators to the optimal patient experience in primary care.
Individual brainstorming was used to develop a list of potential solutions to the problem. Small group discussions were used to refine these ideas, which were then ranked by perceived effectiveness and ease of implementation.
With a list of potential interventions, the same physicians were consulted to guage the viablity of the proposed solutions and identify opportunities to improve.
The resulting proposal was presented at an exhibition showcasing the work that had been developed by the students in the class. A short activity was developed to showcase how the proposed intervention would work and how it might impact the primary care interaction.
Primary care interactions are short and can leave patients feeling like they did not receive a high quality of care. This project proposed that technology be leveraged to collect information from the patient pre-appointment, such that any time during the appointment may be spent focused on the patient's reason for visiting.