A design case within the frames of interaction design practices and service design processes in collaboration with Innovation Skåne to design innovative service proposals for home care in Lönsboda, Osby.
Elderly patients within home care often face limitations for their medical conditions and need continuous care in their own accommodations. This means receiving various forms of support, such as security measures efforts, help with practical tasks, and medical support.
With our research question being how to help patients feel safe in their own accommodations, we conducted research on the definition of safety in the context of home care.
We interviewed patients from Malmö and Lönsboda, a care-assistant, and a MAS. When interviewing the patients, we observed the environment of patient’s homes.
Based on our interview findings, we made a user journey of the patient’s day and the patient’s interaction with the care-assistant. Also, a stakeholder map of the current home care in Lönsboda, Osby. We sought to understand what feeling safe in their own homes meant to the patients and cover specific touchpoints and interactions with care-assistants which made patients feel safe or unsafe.
One goal of co-design and participatory design approach was to include the patient’s insight and coping mechanisms of their conditions as part of the service. These design opportunities could support patients to maintain their lifestyle at their own accommodations. Bearing that in mind, we suggested incorporating self-care approaches and strategies from the patients. We aimed to explore what patients can do or are willing to do by themselves.
Service practices allowed us to gaze its context holistically. By the premises of a typical design process, we began by uncovering all aspects of the context through intensive research, only to discover an extensive ‘ecology’ whereas products, spaces, and laws played in harmony to coherently deliver a service experience for the patients.
From our research, we found that there exists inconsistency in orally communicated information between patients and nursing staff, in particular to the patient’s schedule. The current home care service offers patients to ask for schedule changes through the phone. This information was verbally communicated without physical evidence of communication, so the patients were left to having to ask again whether the changes were made or not.
Our service proposal was Kaländra, a multi-channel service which provided patients with three ways of requesting schedule change and receiving schedule change confirmations. These options involved the using of Kaländra mobile application, calling home care staff, or filling out a schedule request change form. The schedule change requests were thought to be handled by the office as well as the support process by TES database, a database that supports the patient’s schedule information. Once the request had been received and processed, the consumer would get a confirmation by a message in the app, updated form, automatic calls or messages, or verbally from the care-assistant.
Through this multi-channel approach, we sought to cover patients with both technical and non-technical backgrounds. The goal of Kaländra was to give patients the freedom to choose a schedule change request method that was most convenient for them and help them making schedule changes less burdensome.