Redesigning Medical Encounters with Tele-Board MED
The roles and perspectives of the patient and the health care provider could hardly be more different, yet both pursue the common goal of restoring or preserving the patient’s health. The path to a satisfying health care outcome is manifold, and the quali
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Abstract The roles and perspectives of the patient and the health care provider could hardly be more different, yet both pursue the common goal of restoring or preserving the patient’s health. The path to a satisfying health care outcome is manifold, and the quality of the patient-provider relationship is an impactful factor. We discuss different models for the classification of patient-provider interaction as well as for patient empowerment. On this theoretical basis we elaborate on how patient-provider interaction can be enhanced in practice by means of the medical documentation system Tele-Board MED. This system is a collaborative eHealth application designed to support the interaction between patient and provider in clinical encounters. Simultaneously, it aims at making case documentation more efficient for providers and more valuable for patients. As a research paradigm, the Tele-Board MED project has used a design thinking approach to understand and support fundamental stakeholder needs. Psychotherapy has been chosen as a first field of application for Tele-Board MED research and interventions. This chapter shares insights and findings from empathizing with users, defining a point of view, ideating and testing prototypes. We found that a joint, transparent case documentation was very well received by patients. This documentation increased the acceptance of diagnoses and encouraged a team feeling between patient and therapist.
1 Different Perspectives on Clinical Encounters When a person suffers from an illness and decides to see a doctor that person becomes a patient. Patients, who seek help, take the step of confiding in a healthcare professional about very sensitive issues. Most of the time there are physical or mental symptoms that force a person to see a doctor. It is not an enjoyable activity, but rather a necessary evil that interferes with everyday plans. Besides the
A. Perlich (*) • J. von Thienen • M. Wenzel • C. Meinel Hasso Plattner Institute for Software Systems Engineering, Campus Griebnitzsee, 14482 Potsdam, Germany e-mail: [email protected] © Springer International Publishing Switzerland 2016 H. Plattner et al. (eds.), Design Thinking Research, Understanding Innovation, DOI 10.1007/978-3-319-40382-3_8
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observation of symptoms, there are other precursors of the visit to the doctor: determining what might be wrong, browsing the internet and other information sources, choosing the right practitioner, making an appointment, and so on. After the relatively short meeting with the doctor, the patient awaits the diagnosis and then ponders therapy options. This scenario is followed by a possible referral to a specialist or the procurement of medication from the pharmacy. For doctors—we might call them providers, practitioners, health care professionals, physicians or therapists—patient consultations are daily business. Doctors are in the position of exercising their profession with the ultimate goal of preserving or restoring health. In the time before the meeting, the
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