[Translated article] Designing a patient onboarding in a multidisciplinary severe asthma unit

To design the patient onboarding in a multidisciplinary severe asthma unit, according to the needs identified by patients and professionals in the unit.

Qualitative study using the human-centred design conducted between November 2022 and February 2023. Patients and professionals from the severe asthma unit and experts in the methodology participated. Three workshops were held. In the first, we elaborated the patient experience map, identifying positive aspects and needs. Possible solutions were devised. In the second, we selected the solutions described in a previous project applicable to onboarding and determined the key moments. In the third, we finalised the definition of the key moments, the professionals in charge in each step and the tools to be incorporated. Finally, in short sessions (sprints) we developed the necessary material and infographics.

We identified the main needs of patients (better control of the disease and autonomy in care, two-way conversation with professionals and receiving coordinated and personalised care) and professionals (defining, structuring, unifying and adapting the information provided to patients and managing to maintain open conversations with them). We determined that onboarding should establish a controlled welcome to the severe asthma unit, which is identifiable by patients, promotes the patient-professional relationship and the learning, use and functioning of the severe asthma unit. Previously devised solutions applicable to onboarding, such as the landing kit or the patient diary, were selected. We established the key moments of onboarding (identification consultation, initial consultation, onboarding consultation and complementary consultations), the professionals involved and the necessary information, material and infographics. Finally, we developed the design, structure and final content of the necessary tools, such as the patient diary or the asthma infographic.

This work has allowed us to design, structure and standardise the onboarding, providing an environment that facilitates self-care and open, empathetic, two-way conversation between patients and professionals, according with the key needs expressed by both. These findings may be useful for other multidisciplinary care units.