Breaking Barriers, Building Confidence:
A Comprehensive Approach to
Patient-Centered Care
Breaking Barriers,
Building Confidence:
A Comprehensive Approach
to Patient-Centered Care
Breaking Barriers, Building Confidence:
A Comprehensive Approach to
Patient-Centered Care
Transforming HPOA (Healthcare Power of Attorney) form completion at the
University of Chicago Medicine
Transforming HPOA (Healthcare Power of Attorney) form completion at the
University of Chicago Medicine
Transforming HPOA (Healthcare Power of Attorney) form completion at the University of Chicago Medicine
Timeline
Timeline
January-May 2023
January-May 2023
Team
Team
Kim Erwin, Brayan Pabon, Dennis Siegert,
Nishant Srikanth, Snehal Khatavkar &
Yiwen Teng
Kim Erwin. Brayan Pabon,
Dennis Siegert, Nishant
Srikanth, Snehal Khatavkar
& Yiwen Teng
Partner
Partner
University of Chicago Medicine (UCM)
University of Chicago Medicine (UCM)
As a key contributor to the Healthcare Power of Attorney (HPOA) project at the University of Chicago Medicine (UCM), I played a pivotal role in transforming the landscape of patient engagement within the healthcare decision-making process.
The project aimed to bridge the existing gaps in HPOA completion
by seamless integrating interventions tailored to the unique needs of patients.
As a key contributor to the Healthcare Power of Attorney (HPOA) project at the University of Chicago Medicine, I played a pivotal role in transforming the landscape of patient engagement within the healthcare decision-making process.
The project aimed to bridge the existing gaps in HPOA completion by seamless integrating interventions tailored to the unique needs of patients.
As a key contributor to the Healthcare Power of Attorney (HPOA) project at the University of Chicago Medicine (UCM),
I played a pivotal role in transforming the landscape of patient engagement within the healthcare decision-making process.
The project aimed to bridge the existing gaps in HPOA completion by seamlessly integrating interventions tailored to the unique needs of patients.
User Need
The primary user need identified in this project was the necessity to empower patients with knowledge and support throughout the HPOA completion journey.
The primary user need identified in this project was the necessity to empower patients with knowledge and support throughout the HPOA completion journey.
Despite the critical importance of HPOAs, patients faced significant barriers in every stage
of the process. Recognizing these challenges, our goal was to provide a patient-centered approach that addressed these needs at every phase of the process.
Despite the critical importance of HPOAs, patients faced significant barriers in every stage of the process. Our goal was to provide a patient-centered approach that addressed these needs at every phase of the process.
Despite the critical importance of HPOAs, patients faced significant barriers in every stage of the process. Recognizing these challenges, our goal was to provide a patient-centered approach that addressed these needs at every phase of the process.
Barriers
A lack of awareness about the purpose and importance of HPOAs, coupled with misconceptions and a low priority given to the process, contributed to a low completion rate.
A lack of awareness about the purpose and importance of HPOAs, coupled with misconceptions and a low priority given to the process, contributed to a low completion rate.
The existing disconnect in previous interventions led to a fragmented understanding of
HPOAs among patients. These barriers necessitated a comprehensive strategy to engage
and educate patients effectively.
The existing disconnect in previous interventions led to a fragmented understanding of HPOAs among
patients. These barriers necessitated
a comprehensive strategy to engage
and educate patients effectively.
The existing disconnect in previous interventions led to a fragmented understanding of HPOAs among patients. These barriers necessitated a comprehensive strategy to engage and educate patients effectively.
Barriers
40%
40%
Lack of Awareness
Lack of Awareness
Lack of Awareness
66%
66%
Low Priority
Low Priority
58%
58%
Unaware of process
Unaware of process
Desired Impact
Desired
Impact
Our vision was clear—to enhance the completion rate of HPOAs and to create a shift in how patients perceive and engage with the process.
Our vision was clear—to enhance the completion rate of HPOAs and to create a shift in how patients perceive and engage with the process.
We aimed to make the process more accessible, demystify complexities, and empower patients with the knowledge and support needed to make informed decisions about their healthcare preferences.
We aimed to make the process more accessible, demystify complexities, and empower patients with the knowledge
and support needed to make informed decisions about their healthcare preferences.
Solution
To address these challenges, we devised a three-phase approach: Discover, Fill, and Submit.
To address these challenges, we
devised a three-phase approach:
Discover, Fill, and Submit.
Discover Phase:
In the Discover phase, we focused on increasing awareness and understanding of HPOAs. Our approach involved targeted educational campaigns to inform individuals about the purpose and significance of HPOAs. Clear communication materials were designed to guide patients on where to access the forms, addressing common queries, and dispelling misconceptions.
Discover Phase:
In the Discover phase, we focused on
increasing awareness and understanding
of HPOAs. Our approach involved targeted educational campaigns to inform individuals about the purpose and significance of HPOAs. Clear communication materials were designed to guide patients on where to access the
forms, addressing common queries, and dispelling misconceptions.
Fill Phase:
For the Fill phase, our emphasis was on assisting patients in completing the HPOA form accurately. We created user-friendly materials guiding patients on selecting the appropriate form, understanding the required information, and securing necessary signatures or notarization. User testing and iterative design were employed to refine these materials for maximum effectiveness.
Fill Phase:
For the Fill phase, our emphasis was on assisting patients in completing the HPOA
form accurately. We created user-friendly materials guiding patients on selecting the appropriate form, understanding required information, and securing necessary
signatures or notarization. User testing
and iterative design were employed to refine these materials for maximum effectiveness.
Submit Phase:
The Submit phase provided patients with clear instructions on the next steps after completing the
HPOA form. Patients were informed about the submission process, approval procedures, expected
timelines, and how to check the status of their submission. This ensured a seamless transition from
form completion to submission.
Submit Phase:
The Submit phase provided patients with clear instructions on the next steps after completing the HPOA form. Patients were informed about the submission process, approval procedures, expected timelines, and how to check the status of their submission. This ensured a seamless transition from form completion
to submission.
How we got there
Process Overview
The project was a multifaceted initiative that involved a deep dive into the patient journey, identifying barriers, and creating solutions that were both intuitive and accessible.
Discover Phase
We conducted surveys, interviews with patients and user testing to identify the main barriers, which included a lack of awareness and knowledge, and the perception that HPOAs were not a priority.
We conducted surveys, interviews with patients and user testing to identify the main barriers, which included a lack of awareness and knowledge, and the perception that HPOAs were not a priority.
In the Discover phase, our goal was to increase patient awareness and understanding of HPOAs.
Fill Phase
We tested multiple types of forms to compare readability, clarity of instructions and to analyse sentiments toward them. This helped iterate on the content, information hierarchy and typography to create new versions
We tested multiple types of forms to compare readability, clarity of instructions and to analyse sentiments toward them. This helped iterate on the content, information hierarchy and typography to create new versions
Here, we focused on assisting patients in accurately completing the HPOA form. We identified that the existing forms were poorly designed and formatted, leading to confusion.
Submit Phase
Here, we conducted observations, mapped out user journeys and interactions with various touchpoints within the UCM system and with potential digital platform solutions.
Here, we conducted observations, mapped out user journeys and interactions with various touchpoints within the UCM system and with potential digital platform solutions.
The Submit phase provided patients with clear instructions on the next steps after completing the HPOA form.
Backend Process
To support the patient journey, we also focused on the backend process, which involved tracking and interpreting key performance indicators (KPIs), orienting staff to the changes, and creating a dashboard for easy viewing of these KPIs.
To support the patient journey, we also focused on the backend process, which involved tracking and interpreting key performance indicators (KPIs), orienting staff to the changes, and creating a dashboard for easy viewing of these KPIs.
Staff orientation guides were developed to walk staff through the technical details of HPOAs and provide tips for conversations with patients.
This comprehensive approach to redesigning the HPOA process at the University of Chicago Medicine not only addressed the immediate user needs but also laid a strong foundation for ongoing improvement and patient empowerment. The use of clear, patient-centered communication materials and the integration of digital platforms were key to enhancing the effectiveness of HPOA completion.
For more deatils view the final project below:
Contact
Together, let's
turn ideas into reality
2024 Portfolio by Shirin Navgire