2:10 - 2:30 pmSunday, September 7
LK 102
The Patient Journey Project: Innovating healthcare across Sweden
LK 102
The Patient Journey Project: Innovating healthcare across Sweden
President & Partner, Veryday Inc.
The Experio Lab is a new national center for patient-oriented service innovation embedded into Värmland County Council in Sweden. The initiative’s aim is to contribute to health development and improve... Read more

Description

The Experio Lab is a new national center for patient-oriented service innovation embedded into Värmland County Council in Sweden. The initiative’s aim is to contribute to health development and improve patient care experiences. This new health-focused service design lab is supported by Sweden’s Innovation Agency and acts as a lighthouse to help other regions in Sweden leverage best practices when it comes to improving patients’ experiences and developing knowledge.

It’s essential to understand the patient journey prior to improving it. In October 2013, Veryday worked with Experio Lab to conduct the Patient Journey Project, a collaborative living lab used to build curiosity and empathy for real people, empower stakeholders to have the courage to dream about a better future, and devise the best collaboration strategies to make change happen.

29 people with various roles within the healthcare system – with direct or indirect impact on the patient experience – gathered together for a 4-hour collaborative session every Friday for 9 weeks. They took three case files of real patients and mapped out their journeys. An essential part of building each journey involved reenactment and documentation from the viewpoint of the patient. For one case, a 70-year old man who broke his hip, one of the participants played the role of the patient. His first task was to fall down in his office, call an ambulance and wait for its arrival. He was then taken by ambulance to the hospital, went through the registration process in the ER, experienced a long waiting period, was taken to x-ray, and on and on until the point of discharge. Throughout this journey, the participant playing the patient was wearing foggy goggles to feel what it was like to have cataracts. The journey was documented from multiple points of view via stop-motion photography. The images were then stitched together into videos for the team to analyze and share with others beyond the team.

The patient journeys created a process of critical reflection to confront problematic situations. The project highlights how a participatory format builds engagement that leads to powerful opportunities for improvement, both on a personal and organizational level. One participant noted, “I’ve been a nurse for 40 years and this has completely changed how I look at everything. I feel really ashamed that it took me so long to understand what patients see, need and feel. Now I can’t stop thinking about all the things we can improve.” This is evidence that building champions who can live a new way of doing things will empower them to break through the barriers to transform healthcare.

Patient-driven care does not only create healthier and happier patients, it creates a better working environment for healthcare professionals, and it has the power to create specific targets for long-term initiatives that drive change on a systemic level. The insights and opportunities identified during this project have already had a measurable positive impact in Swedish healthcare, leading to the implementation of several initiatives that span across departments and policies.

Jakob Boije is a design entrepreneur with 20 years global experience of accelerating the growth of startups and Fortune 500’s, making them market leaders through strategic design, branding & people driven innovation processes. Based in NYC, Jakob manages industry partnerships, global key accounts and business development for Veryday North America.

Jakob is coaching design and innovation teams in digital enterprise transformation. He is leading the discovery of deep customer insights, crafting those into differentiated and meaningful product and service experiences in Connected/Digital Health, Bank Finance & Insurance, CPG/Retail and Professional Services.

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