Shirley Sarker & Tero Väänänen: Implementing service design at NHS Digital for delivery and beyond
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NHS Digital is the national information and technology partner to the health and social care system using digital technology to transform the NHS and social care. At NHS Digital, service design is currently in its infancy, but we believe that here—more than anywhere else—service design can really make an impact, and now is the time to do so. However, setting up and building service design capability within an organisation the size and structure of NHS Digital is far from easy. In our talk we’ll discuss the challenges we face in building service design capability and turning it into a recognised discipline within NHS Digital
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Shirley Sarker & Tero Väänänen: Implementing service design at NHS Digital for delivery and beyond
- 1. www.service-design-network.org/sdgc/2018#SDGC18 @SDGC2018 @SDNetwork Building service design to deliver Tero Väänänen | NHS Digital Shirley Sarker | NHS Digital
- 2. Adding value as a service designer ‘Service design’ is not understood The NHS is really complex Three main challenges:
- 3. Adding value as a service designer ‘Service design’ is not understood The NHS is really complex Three main challenges:
- 6. COMMISSIONERS MONITORS REGULATORS FRONTLINE STAFF INTERNAL TECHNICAL IMPLEMENTERS DECISION MAKERS & TECHNOLOGY OWNERS OUR COLLEAGUES PATIENTS CAMPAIGNERS PUBLIC SOFTWARE SUPPLIERS EXTERNAL TECHNICAL IMPLEMENTERS EXTERNAL DATA SUBMITTERS RESEARCHERS EXTERNAL TO NHSINTERNAL TO NHS
- 7. Adding value as a service designer ‘Service design’ is not understood The NHS is really complex Three main challenges:
- 8. 1 2 3 4 non-design as form-giving as process as strategy Source:TheDanishDesignCentre-https://danskdesigncenter.dk/en/design-ladder-four-steps-design-use The design ladder
- 10. WHY WHAT HOW Simon Sinek: Start with Why https://www.ted.com/talks/simon_sinek_how_great_leaders_inspire_action
- 12. We are exemplars for service design in the public sector, consistently demonstrating the value service design can bring in the health & social care sector. our vision for service design at NHS Digital:
- 13. Understand and map the holistic view of health & care. Get the mandate and authority to engage leaders and enable collaboration cross journeys. Establish human-centred service design tools and processes that will enable collaboration between our teams, NHS staff and patients. Be excellent every day service designer in your role and provide value to the NHS.
- 14. Adding value as a service designer ‘Service design’ is not understood The NHS is really complex Three main challenges:
- 16. Creating common ways of working Sharing resources Realisation you’re not alone Service design community
- 17. NHS Digital service manual: beta.nhs.uk/service-manual/
- 18. A Case Study In Digital Medicine
- 19. Integrating pharmacy into care settings Hospital Community Pharmacy Discharge Letter
- 20. S E R V I C E D E S I G N E R B U S I N E S S A N A LY S T U S E R R E S E A R C H E RU S E R N E E D S B U S I N E S S N E E D S
- 22. 1 Secondary Care Pharmacy Non-Users of Digital Referral Solution • 2 x Secondary Care Acute Hospitals - No current digital referral solution (North) • 1 x Secondary Care Acute Hospital - No current digital referral solution (South) • 1 x Secondary Care Acute Hospital – Access to PharmOutcomes online (Midlands) • Not currently utilising for referrals • 1 x Mental Health Trust – No current digital referral solution (North) Non-users of digital referral solution • 1 x Supermarket pharmacy • 2 x Multiple pharmacies • 1 x small chain pharmacy • 3 x Independent Pharmacies Users of Digital Referral Solution • 1 x Secondary Care Hospital – Using PharmOutcomes web based platform • 1 x Secondary Care Hospital – using Refer to Pharmacy solution Users of digital referral solution • 2 x Refer to Pharmacy Users • 1 x PharmOutcomes User Community Pharmacy West Yorkshire • Instrumental in rolling out PharmOutcomes and supporting pharmacies Refer to Pharmacy Project Lead NHS Digital Subject Matter Experts and Clinicians CCG Launch event for new users of PharmOutcomes • Launch of Electronic Transfer of Care to Pharmacy (eTCP) • PharmOutcomes solution for Cheshire and Merseyside • 100+ pharmacists in attendance • Round table discussions re challenges and benefits of discharge referrals • System demo and pharmacist Q&A Stakeholders What we did Primary Research amongst key Users conducting semi-structured qualitative interviews and process observations What we found 2 Will get better pic tomorrow! Secondary Care Community Pharmacy • Users need to share patient discharge medication information with community pharmacy • Users need a secure, consistent, digital alternative to fax for sharing patient data • Users need to complete accurate referrals in as short a time as possible without re-keying data • Users need two way dialogue with Community Pharmacy • Users need to refer without saving documents to a desktop and re-attaching • Users need an accurate picture of patient medication needs and changes • Users need to know where in the system patients are • Users need to know that dispensing can be stopped and re-started in line with patient need • Users need to consistently receive patient data as securely and quickly as possible • Users need a prompt to check digital notifications • Users need a two way dialogue with the provider sending patient details User Research Output
- 27. Hospital Community Pharmacy Discharge Letter Admission Notification Referrals to pharmacy Integrating pharmacy into care settings
- 28. No one canread serviceblueprints!
- 31. We are all trying to solve the same problem We all need to understand the same users We all benefit from approaching problems from different perspectives but
- 32. System Needs Human Centered Service Design End to End service Visual Mapping Business Needs User Stories Business Analysis System/Service Requirements Process Mapping Business Capabilities PROJECT MANAGER User needs USER RESEARCH SYSTEM THINKING
- 33. ¯_( )_/¯ Human Centered Design?Service Blueprints? Design Thinking?Experience Map?
- 35. Willingness to learn a new approach Be open to the unknown Fluid working process Key learnings for service designers: Learn to speak the language of the organisation Get support from senior leadership
- 36. Be a champion for service design! Understand where service design can really add value Provide clarity, competence, and control Key learnings for senior leaders: