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Torey Taferner

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    OS02 - Venues of Virtual Care (ID 2)

    • Event: e-Health 2019 Virtual Meeting
    • Type: Oral Session
    • Track: Clinical Delivery
    • Presentations: 1
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      OS02.02 - Service Design for The Chronic Pain System of Care (ID 351)

      Torey Taferner, Management, Pivot Design Group; Toronto/CA

      • Abstract

      TAPMI is an innovative program that brings together 5 unique Toronto-based pain management services under one umbrella. The multi-institutional partnership needed help rethinking the design of the existing processes in order to provide improved access for both chronic pain patients and their PCP?s. The goal was to take a service design approach to understand chronic pain patients, their PCP?s, the existing chronic pain specialty clinics and their unique processes, and the current patient experience across all touch-points. With these learnings, we created a virtual hub where their services could be virtually accessed, intake and triage procedures could be standardized, and ensure a more efficient and accurate referral process for patients and their providers.

      As part of our user-centered design process, user/stakeholder interviews were conducted to better understand how key users navigate the health system and current model of care for chronic pain patients, as well as the mental, emotional, and physical impact along the way. We researched international programs innovating in the treatment and triage of chronic pain, and identified areas of opportunity for improvement. Our findings were compiled into a document/presentation with the star finding being a Patient Experience Map. The research and Experience Map further informed the content strategy and design of the website, which we rolled out in phases as the program continued to develop.

      The Experience Map clarified where the team should focus their efforts: seeing the patient journey mapped out visually and sequentially revealed that during the patient?s longest wait times, the system was doing nothing for them. This informed strategic planning of the website and the program itself to develop pain education and self-management tools for patients, as well as resources and educational tools for primary care providers to build capacity and provider chronic pain patients with better, easier access to care. The website provides TAPMI with a virtual home, establishing who they are and the services they provide, as well as accomplishing their primary objectives. They are now able to provide a centralized referral process with one referral form into all of the 5 pain services, and both patients and primary care providers can easily access information about chronic pain, treatment options, and how to access the TAPMI program.

      TAPMI is providing an accessible space where patients can create their own self-management pathway. Space where they can educate themselves on chronic pain and holistic treatment methods, experiment with different techniques, set and work towards their goals ? both small and large ? and access support services at their own pace and from the comfort of their home. This allows for TAPMI to extend these services to chronic pain patients who live far away or may not have time to attend regular sessions in person. The efforts put forth in this project are placing patients on a successful path to begin their journey to a better quality of life. TAPMI is not only a catalyst for better self-care, but care at the primary, specialist, and system level.

      140 Character Summary:
      A Service Design approach to understanding the chronic pain patient and provider experience and inform the design of an innovative, accessible hub for virtual care.