Patient Experience Lab

A Platform to Develop Innovative Patient Solutions

In the Patient Experience Lab, BIF is exploring how individuals experience health and wellness, and how those insights might transform our current sick care system to a well care system. Through our work, we have explored, and designed for how children, mothers, families, and elders experience health and well being. Through a combination of research, design, and experimentation, we are designing the primary care practice of the future, recommending and implementing process improvements to the medical home model, creating solutions to reduce preterm births, designing the connected aging experience, and developing concepts for the Nursing Home of the Future.

Children's Medical Center of Dallas

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Using business model innovation as our guide, BIF and Children’s Medical Center - Dallas is seeking to transform the health care experience.

Dallas, and the five counties that make up North Texas, exhibit some of the worst health indicators in the country - in particular, the high rates of chronic conditions, such as asthma, obesity, and diabetes. This results in increased visits to the emergency room, increased morbidity, and a lower life expectancy.

BIF and Children’s Medical Center - Dallas teamed up to design transformational models that redefine health care. Using human centered research, we put the voice of children and families at the center of our work; we wanted to understand the beliefs, motivations, and values that guide their health behaviors. We began to gather important insights about agency, engagement, and compliance. With this understanding, we defined experiments to improve the existing primary care model. Recognizing, however, the importance of moving away from the sick care model completely, we designed a new business model that puts wellness at its center.

Like many healthcare systems, Children's Medical Center is struggling with a community in which children’s health is in decline. The general health of the population continues to worsen - hastened by increasing cases of chronic conditions like asthma and diabetes. The social determinants of poverty complicate overall health, as well as complicate the hospital's ability to provide care. Medicaid reimbursement rates continue to decline at a time when visits to the emergency department continue to increase.

BIF employs a number of techniques to understand the patient experience, including self-documentation, in-home interviews, facilitated conversations amongst groups of young people and community "write-boards." Through this foundation of research, we identified five insights based upon patterns that influence how children and their families care for themselves. From there, we developed six design principles and five opportunity spaces, enabling us to improve the performance of the existing models and helping us design new models of care.

By helping children and their families move "upstream" before they ever get sick we will be reducing the amount of children visiting Emergency Departments. Together, Children's Medical Center - Dallas and the Business Innovation factory are using human centered research to inform and inspire new possibilities for the design and experimentation of new models for well care.

Cincinnati Children's Hospital Medical Center

Working with Cincinnati Children’s Hospital Medical Center(CCHMC), BIF brought human centered design to understand the human factors contributing to the high rates of preterm births, and to design solutions that will improve infant health outcomes.

America has a poor record as it relates to preterm births – ranked 131 out of 184 countries. That puts the US right alongside Botswana. Ohio, home to one of the best children’s hospitals in the country, also has the worst preterm birth rates. African-American families are hardest hit. The question is “why” and “what can we do about it?”

Centering our conversation around women in Avondale, a community in Ohio that exhibits some of the highest preterm births, we began to understand the important difference between prenatal clinical care and the ability to engage in self-managed prenatal care. We could see how the inability to futurecast has implications for risky behaviors and how we care for ourselves during pregnancy. We began to understand the importance of social connections in healthy behaviors.

From the insights, and together with Moms, physicians, and community agencies, we designed a set of solutions across three buckets: Care Reimagined, Social Connections, and Agency in Care.

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Designing Connected Aging Experiences

BIF is excited to share Designing Connected Aging Experiences - a New Look at Getting Old.

In June 2013, BIF received a grant from the Robert Wood Johnson Foundation to explore the connecting aging experience. This work builds on BIF's existing efforts to understand the elder experience (link to the NOF). Through this original work, we began to realize that most innovation is occurring under a single narrative. This narrative focuses on our increasing vulnerability and weakness. As such, these are the experiences for which we design.

It got us wondering:

  • What if we created aging experiences that build on connection and a sense of purpose rather than on decline and the increasing need for monitoring and care?
  • What if we broaden the pool of possibility for accomplishment and contribution, creating aging experiences we'd all like to experience?

In Connecting Aging, we explore the voice of people who are aging with purpose and connection. We identify the elements of their experience, and define the principles that we can use to design for the Connected Aging Experience.

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Nursing Home of the Future

With the current elder care system in peril, and with millions of babyboomers on their way to old age, most experts agree that we must fundamentally redesign our country’s approach to elder care. The Business Innovation Factory’s Nursing Home of the Future (NHoF) looks at the experience of elders residing in assisted living and long-term care facilities.