iCare: a Patient Centered Solution
This project sought to improve the Emergence Room patient experience by using human-centered design methods. Beginning with an extensive research phase, my two person team collaborated with multiple stakeholders in order to identify the focus of our efforts. In this initial discovery phase, we developed our goal to create a service system that could be rolled out across the all ERs in the University of Pittsburgh Medical Center network.
Both the solution for today as well as the solution for tomorrow improved the overall patient experience in the ER through access to meaningful information. iCare is focused on the integration of people, objects, and environment to deliver a seamless and trans-parent experience for patients. The solution’s objective was to orient, guide, and inform patients while they are in ER and continue on after they leave.
Today’s solution incorporated signage, a patient passport, treatment and medication cards, and a an ER greater. This solution was prototypes in the hospital setting. Our engagement with the UPMC ended in a rollout plan for UPMC McKeesport.
With the aid of technology, tomorrow’s solution can expedite ER registration, give access to relevant information, and track progress in real time. The solutions included a wearable information device, an identification card which held medical records, a concierge, and information system.