get well sooner with myuz' - user experience showcase as presented on echallenges

Get well sooner with myUZThe New Patient Portal of University Hospitals Leuven

Johan VerhaegenLeading UX Expert & Senior Project Manager

eChallenges, Firenze – Italy, October 26-28 2011

The New Patient Portal of University Hospitals Leuven

University Hospitals Leuven, one of the biggest hospitals in Belgium 620.763 consultations 100.883 day surgeries 64.930 hospitalizations

Get well sooner with myUZ

Getting well on a physical level by medical care on a psychological level by information and

communication

Patients need reliable information Patients want to communicate

with caretakers and with loved ones before, during and after

the hospital visit

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Reliable information from UZ Leuven to its patients face-to-face brochures public website

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Patients search for information themselves inside ánd outside the hospital causes challenges is this information reliable, useful, relevant,…? does this information really apply to the patient

(age, characteristics, condition, medication,…)?

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A lot of patients and caretakers feel like this

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While they should feel like this

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Huge communication management efforts required Patients need personal, tailored information from a reliable

source– based on information in medical files: diagnosis, treatment, planned

examinations, tests, surgical interventions– accompanied by documents with validated medical information– overview of all appointments and invoices– incorrect or wrong information is the last thing they can use

Patients want to interact– manage information (documents)– fill in questionnaires– send messages

Communication has to be simple and easy push pull

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Initial focus on patients with a chronic illness close connection to hospital used to monitor their health more informed and up-to-date motivated, concerned and engaged

UZ Leuven created a first functional proof-of-concept Appointments, Questionnaires, Documents, Invoices

and Messages

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Human Interface Group UX expert evaluation by UX expert improvements on homepage, navigation area

and modules creation of Design Patterns

consistency in flow clarity in structure

designing a straightforward Push/Pull concept

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The information that is available in the medical files is sent to the patient (push), based on myUZ tags tags < Electronic Patient Files for over 15 years

The patient as an information consumer patients don’t look for information, but the information is

presented patients need to be seduced to consume the information,

that is presented to them on a serving tray

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Push

Push

Own tags (orange) private not shared with other patients sharing all tags with all patients would contaminate the

tags in myUZ

Contamination of the tags: trust and credibility Patient Tag Monitoring

if used a lot and if meaningful => promoted to ‘myUZ tag’

fine-tune and enrich the metadata

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Patient also searches for information (pull) add documents to the inbox subscribe to certain tags

The patient as an information seeker more focused and goal-oriented more active

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As a patient you already receive information, based on your characteristics and condition

But you also want to look for information about other topics, for someone else (your child, mother or father, a friend), or just because you’re interested

All information is available, structured, classified and well-ordered

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Pull

All information exchange is secured by eID technology Belgian Electronic Identity Card technology to identify, authenticate,

electronically sign documents and manage administrative tasks online

Get well sooner with myUZCase study

Constant focus on these patients, finding a ‘healthy’ balance between technology and user experience crucial to keep the users in mind, make technology user-

friendly and give it a human face biggest challenge was nót the technology, but

(organizing, gathering, tagging, ...) the content

Informing patients in the best possible way in a reassuring, pleasant environment while they are feeling safe and being supported on their

medical journey

Get well sooner with myUZCase study

Buy in medical staff realizes that information flow to the

patients is crucial, but it is not their day-to-day top priority

people are very enthusiastic at the beginning and expect a lot from the technology behind the scenes

it soon becomes clear that they will have to invest time and effort to make this all happen for their patients.

It requires a mind shift within UZ Leuven and it will be an ongoing process for some time

Get well sooner with myUZCase study

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De Regenboog 112800 Mechelen

+32 (0)15 40 01 38www.higroup.com

@higroup

Human Interface Group

Human Interface Group

johan.verhaegen@higroup.com