与残疾客户和临床医生共同设计远程实践路线图:与用户合作,从他们的角度了解挑战
Cloe Benz1, William Scott-Jeffs2, Jerah Revitt2
1School of Population Health, Curtin University, Bentley, Western Australia, Australia.
概括
这项研究使用了残疾人的旅程映射来了解他们的远程实践经验. 共同设计强调了灵活性作为优势,技术作为数字卫生服务改进的领域.
科学领域:
- 数字健康数字健康
- 医疗保健服务研究 医疗服务研究
- 关于残疾人的研究.
背景情况:
- 远程医疗与联合国可持续发展目标10 (减少不平等) 和国家数字健康战略保持一致.
- 了解用户体验对于改善残疾人的远程实践可访问性至关重要.
- 旅程映射提供了一种捕捉和分析服务交付中的用户体验的方法.
研究的目的:
- 通过一个案例研究,了解残疾人的远程实践经验.
- 为与客户和临床医生共同设计服务提供方法指南.
- 制定一个针对残疾人的路线图,用于重新开发远程医疗服务.
主要方法:
- 采访了17名客户参与者,以收集数据.
- 利用与5名客户和5名临床医生/经理共同设计的研讨会来开发旅程地图.
- 在五个阶段映射客户体验:在远程实践之前,选择,准备,期间和之后.
主要成果:
- 旅程地图可视化了客户体验,确定灵活性是远程医疗的关键优势.
- 与技术相关的挑战被确定为改善服务的机会.
- 参与者表示希望与面对面服务一起继续获得远程诊疗.
结论:
- 共同设计研讨会对于将实践经验纳入远程实践服务开发是有价值的.
- 与用户和临床医生共同设计的旅程映射有效地代表了访问远程医疗的体验.
- 研究结果支持将远程医疗纳入更广泛的健康和社会护理环境.
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