get well sooner with myuz' - user experience showcase as presented on echallenges
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'Get well sooner with myUZ', the New Patient Portal of University Hospitals Leuven User Experience Showcase as presented on eChallenges in Firenze, October 2011TRANSCRIPT
Get well sooner with myUZThe New Patient Portal of University Hospitals Leuven
Johan VerhaegenLeading UX Expert & Senior Project Manager
eChallenges, Firenze – Italy, October 26-28 2011
The New Patient Portal of University Hospitals Leuven
University Hospitals Leuven, one of the biggest hospitals in Belgium 620.763 consultations 100.883 day surgeries 64.930 hospitalizations
Get well sooner with myUZ
Getting well on a physical level by medical care on a psychological level by information and
communication
Patients need reliable information Patients want to communicate
with caretakers and with loved ones before, during and after
the hospital visit
Get well sooner with myUZ
Reliable information from UZ Leuven to its patients face-to-face brochures public website
Get well sooner with myUZ
Patients search for information themselves inside ánd outside the hospital causes challenges is this information reliable, useful, relevant,…? does this information really apply to the patient
(age, characteristics, condition, medication,…)?
Get well sooner with myUZ
A lot of patients and caretakers feel like this
Get well sooner with myUZ
While they should feel like this
Get well sooner with myUZ
Huge communication management efforts required Patients need personal, tailored information from a reliable
source– based on information in medical files: diagnosis, treatment, planned
examinations, tests, surgical interventions– accompanied by documents with validated medical information– overview of all appointments and invoices– incorrect or wrong information is the last thing they can use
Patients want to interact– manage information (documents)– fill in questionnaires– send messages
Communication has to be simple and easy push pull
Get well sooner with myUZ
Initial focus on patients with a chronic illness close connection to hospital used to monitor their health more informed and up-to-date motivated, concerned and engaged
UZ Leuven created a first functional proof-of-concept Appointments, Questionnaires, Documents, Invoices
and Messages
Get well sooner with myUZ
Human Interface Group UX expert evaluation by UX expert improvements on homepage, navigation area
and modules creation of Design Patterns
consistency in flow clarity in structure
designing a straightforward Push/Pull concept
Get well sooner with myUZ
The information that is available in the medical files is sent to the patient (push), based on myUZ tags tags < Electronic Patient Files for over 15 years
The patient as an information consumer patients don’t look for information, but the information is
presented patients need to be seduced to consume the information,
that is presented to them on a serving tray
Get well sooner with myUZ
Push
Push
Own tags (orange) private not shared with other patients sharing all tags with all patients would contaminate the
tags in myUZ
Contamination of the tags: trust and credibility Patient Tag Monitoring
if used a lot and if meaningful => promoted to ‘myUZ tag’
fine-tune and enrich the metadata
Get well sooner with myUZ
Patient also searches for information (pull) add documents to the inbox subscribe to certain tags
The patient as an information seeker more focused and goal-oriented more active
Get well sooner with myUZ
As a patient you already receive information, based on your characteristics and condition
But you also want to look for information about other topics, for someone else (your child, mother or father, a friend), or just because you’re interested
All information is available, structured, classified and well-ordered
Get well sooner with myUZ
Pull
All information exchange is secured by eID technology Belgian Electronic Identity Card technology to identify, authenticate,
electronically sign documents and manage administrative tasks online
Get well sooner with myUZCase study
Constant focus on these patients, finding a ‘healthy’ balance between technology and user experience crucial to keep the users in mind, make technology user-
friendly and give it a human face biggest challenge was nót the technology, but
(organizing, gathering, tagging, ...) the content
Informing patients in the best possible way in a reassuring, pleasant environment while they are feeling safe and being supported on their
medical journey
Get well sooner with myUZCase study
Buy in medical staff realizes that information flow to the
patients is crucial, but it is not their day-to-day top priority
people are very enthusiastic at the beginning and expect a lot from the technology behind the scenes
it soon becomes clear that they will have to invest time and effort to make this all happen for their patients.
It requires a mind shift within UZ Leuven and it will be an ongoing process for some time
Get well sooner with myUZCase study
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