Co-designing a telepractice journey map with disability customers and clinicians: Partnering with users to understand challenges from their perspective.
co-design
disability
journey map
patient and public involvement
peer researcher
telepractice
Journal
Health expectations : an international journal of public participation in health care and health policy
ISSN: 1369-7625
Titre abrégé: Health Expect
Pays: England
ID NLM: 9815926
Informations de publication
Date de publication:
21 Nov 2023
21 Nov 2023
Historique:
revised:
10
11
2023
received:
24
08
2023
accepted:
12
11
2023
medline:
22
11
2023
pubmed:
22
11
2023
entrez:
22
11
2023
Statut:
aheadofprint
Résumé
Telepractice has the potential to align with the directive to reduce inequalities by United Nations Sustainable Development Goal 10. Telepractice additionally addresses a national digital health strategic plan for accessible digitally enabled models of care. To plan improvements, it is essential to understand the experience of telepractice for people with disability, which may be achieved through an approach such as journey mapping. The current article provides both a disability-specific case study and a methodological guide for the inclusion of customers and clinicians in the meaningful redevelopment of services. The Perth, Australia-based case study aimed to gain insights into the experience of telepractice for people with disability. The methodological aim describes using co-design to produce a journey map in collaboration with customers and clinicians, for potential replication in a wide range of health and social care contexts. Interview transcripts gathered from a cohort of customer participants (n = 17) were used to inform the journey map. A group of customers (n = 5) and clinicians plus one manager (n = 5) distributed the findings onto a customer experience journey map during a co-design workshop. The journey map describes the emotional experience and actions taken, along five phases of a timeline through telepractice service interactions: (1) before, (2) selecting telepractice, (3) telepractice preparation, (4) during telepractice sessions and (5) after. A journey map visualisation of customer experiences was produced that identified strengths of telepractice service delivery (flexibility) while noting challenges (with technology) as opportunities for improvement. The consensus of participants was the desire to have access to telepractice currently and in the future, in addition to in-person delivery. These findings are valuable in the context of advocating for the incorporation of customers and clinicians through co-design workshops in the content analysis and creation of a journey map that is representative of the lived experience of accessing telepractice services. The paper forms part of a larger co-design process that included customer participants throughout the design and planning of the project, inclusion of a peer researcher and the co-designers in the workshops, journey map and this article production.
Types de publication
Journal Article
Langues
eng
Sous-ensembles de citation
IM
Subventions
Organisme : Australian Government Research Training Programme (RTP)
Informations de copyright
© 2023 The Authors. Health Expectations published by John Wiley & Sons Ltd.
Références
United Nations Department of Economic and Social Affairs. The Sustainable Development Goals Report. UN DESA; 2023. https://unstats.un.org/sdgs/report/2023/The-Sustainable-Development-Goals-Report-2023.pdf
Australian Digital Health Agency. Australia's National Digital Health Strategy-Safe, Seamless and Secure: Evolving Health and Care to Meet the Needs of Modern Australia. Australian Digital Health Agency; 2018.
Speech Pathology Association of Australia. Telepractice in Speech Pathology Position Statement. Speech Pathology Association of Australia; 2014.
Sijm-Eeken M, Zheng J, Peute L. Towards a lean process for patient journey mapping-a case study in a large academic setting. Stud Health Technol Inform. 2020;270:1071-1075.
Davies EL, Bulto LN, Walsh A, et al. Reporting and conducting patient journey mapping research in healthcare: A scoping review. J Adv Nurs. 2023;79(1):83-100. doi:10.1111/jan.15479
National Disability Insurance Agency. What is the NDIS? NDIS; 2021. https://www.ndis.gov.au/understanding/what-ndis
National Disability Insurance Agency. Allied Health Providers. NDIS; 2022. https://www.ndis.gov.au/providers/working-provider/allied-health-providers
National Disability Insurance Agency. NDIS Price Guides and Pricing. NDIS; 2021. https://www.ndis.gov.au/providers/price-guides-and-pricing
Lawford BJ, Hinman RS, Morello R, Oliver K, Spittle A, Bennell KL. Perceptions about the efficacy and acceptability of telephone and video-delivered allied health care for adults with disabilities during the COVID-19 pandemic: a cross-sectional national survey. Arch Phys Med Rehabil. 2022;103(7):1368-1378. doi:10.1016/j.apmr.2021.12.017
Lid IM. Universal design and disability: an interdisciplinary perspective. Disabil Rehabil. 2014;36(16):1344-1349. doi:10.3109/09638288.2014.931472
Downe L. Good Services: How to Design Services That Work. BIS Publishers; 2020:224.
Davis A, Gwilt I, Wallace N, Langley J. Low-contact co-design: considering more flexible spatiotemporal models for the co-design workshop. Strateg Des Res J. 2021;14(1):124-137. doi:10.4013/sdrj.2021.141.11
McKercher KA. Beyond Sticky Notes Doing Co-design for Real: Mindsets, Methods, and Movements. 1 ed. Beyond Sticky Notes; 2020:225.
Foley K, Attrill S, Brebner C. Co-designing a methodology for workforce development during the personalisation of allied health service funding for people with disability in Australia. BMC Health Serv Res. 2021;21:680. doi:10.1186/s12913-021-06711-x
Graffigna G, Gheduzzi E, Morelli N, et al. Place4Carers: a multi-method participatory study to co-design, piloting, and transferring a novel psycho-social service for engaging family caregivers in remote rural settings. BMC Health Serv Res. 2021;21:591. doi:10.1186/s12913-021-06563-5
Harrison R, Ni She E, Debono D. Implementing and evaluating co-designed change in health. J R Soc Med. 2022;115(2):48-51. doi:10.1177/01410768211070206
Babatunde S, Ahmed S, Santana MJ, Nielssen I, Zelinsky S, Ambasta A. Working together in health research: a mixed-methods patient engagement evaluation. Res Involv Engagem. 2023;9(1):62. doi:10.1186/s40900-023-00475-w
Joseph AL, Kushniruk AW, Borycki EM. Patient journey mapping: current practices, challenges and future opportunities in healthcare. Knowl Manag E-Learn. 2020;12(4):387-404.
Bordeaux BC, Wiley C, Tandon SD, Horowitz CR, Brown PB, Bass EB. Guidelines for writing manuscripts about community-based participatory research for peer-reviewed journals. Progr Community Health Partnersh. 2007;1(3):281-288. doi:10.1353/cpr.2007.0018
Page K. Ethics and the co-production of knowledge. Public Health Res Pract. 2022;32(2):3222213. doi:10.17061/phrp3222213
Noel K, Ellison B. Inclusive innovation in telehealth. npj Digit Med. 2020;3(1):89. doi:10.1038/s41746-020-0296-5
People with Disability Australia. PWDA Language Guide: A Guide to Language About Disability. PWDA; 2021. https://pwd.org.au/wp-content/uploads/2021/12/PWDA-Language-Guide-v2-2021.pdf
O'Brien BC, Harris IB, Beckman TJ, Reed DA, Cook DA. Standards for Reporting Qualitative Research: a synthesis of recommendations. Acad Med. 2014;89(9):1245-1251. doi:10.1097/ACM.0000000000000388
Vogt WP, Gardner DC, Haeffele LM. When to Use What Research Design. 1 ed. Guilford Publications; 2012.
Filbay S, Bennell KL, Morello R, Smith L, Hinman RS, Lawford BJ. Exploring experiences with telehealth-delivered allied healthcare services for people with permanent and significant disabilities funded through a national insurance scheme: a qualitative study examining challenges and suggestions to improve services. BMJ Open. 2022;12(9):e065600. doi:10.1136/bmjopen-2022-065600
Portillo-Aceituno A, Calderón-Bernal A, Pérez-Corrales J, Fernández-de-las-Peñas C, Palacios-Ceña D, Güeita-Rodríguez J. The impact of digital physical therapy during COVID-19 lockdown in children with developmental disorders: a qualitative study. Braz J Phys Ther. 2022;26(5):100445. doi:10.1016/j.bjpt.2022.100445
Norman J, Stowers J, Verduzco-Gutierrez M. Parking meters to touch screens: the unforeseen barriers that expansion of telemedicine presents to the disability community. Am J Phys Med Rehabil. 2021;100(11):1105-1108. doi:10.1097/PHM.0000000000001771
Abbott-Gaffney CR, Gafni-Lachter L, Cason J, et al. Toward successful future use of telehealth in occupational therapy practice: what the COVID-19 rapid shift revealed. Work. 2022;71(2):385-394. doi:10.3233/WOR-210789
Bettoli V, Pasquinucci S, Caracciolo S, et al. The hidradenitis suppurativa patient journey in Italy: current status, unmet needs and opportunities. J Eur Acad Dermatol Venereol. 2016;30(11):1965-1970. doi:10.1111/jdv.13687
Pisaniello HL, Dixon WG. What does digitalization hold for the creation of real-world evidence? Rheumatology. 2020;59(1):39-45. doi:10.1093/rheumatology/kez068
United Nations Department of Economic and Social Affairs. Convention on the Rights of Persons with Disabilities (CRPD). UN DESA; 2006. https://www.un.org/development/desa/disabilities/convention-on-the-rights-of-persons-with-disabilities.html#Fulltext
Ritchie J, Lewis J, McNaughton Nicholls C, Ormston R. Qualitative Research Practice: A Guide for Social Science Students and Researchers. 2nd ed. SAGE; 2014.