healthcare

Intelligences

Harnessing Empathy To Scale A Healthtech Startup During The COVID-19 Pandemic: A Case Study Of myICUvoice, A Communication Tool Designed For Critical Care

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NADYA POHRAN University of Cambridge & SympTech Ltd TIMOTHY BAKER SympTech Ltd SIMON PULMAN-JONES Emergence Now AMY WEATHERUP AJM Enterprises This case study explores the scaling experience of an early-stage healthtech startup company called myICUvoice. During the Covid-19 pandemic, myICUvoice rapidly scaled from a single intensive care environment to being widely used nationally (UK) as well as globally. We explore why and how so many volunteers were motivated to donate their time and expertise to help scale this early stage startup. Specifically, we examine the roles that empathy played throughout the scaling process. There are three distinct types of empathy that we have identified in our story: em-pathos, empathetic understanding, and mass-empathy. These each had a distinct role in driving the startup forward. Importantly, we note that human-centered design (which often focuses almost exclusively on achieving empathetic understanding) will immensely benefit from considering the multiple types, and multi-faceted...

Intelligences

Who Cares Where?: A Pivotal Ethnographic Study for Italian Hospital Homecare

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ISABEL FARINA Experientia srl ELENA MESSINA Experientia srl MICHELE VISCIOLA Experientia srl ELENA GUIDORZI Experientia srl CHIARA AGAMENNONE Experientia srl DARIA CANTU’ Experientia srl The case study presented is an in-depth view on the project “Casa nel Parco” (translated as “the House in the Park”), a three-year, European-funded project (ERDF Funds 2014-2020) in the Italian region of Piedmont that involves 4 hospitals, 2 large companies, 14 small-medium enterprises, 2 universities, and 2 private research centers. The goal is to research and innovate hospital-homecare services for elderly and ALS patients, as well as their caregivers, through the implementation of e-health solutions. The uniqueness of our case study lays on the fact that our ethnographic work was pivotal in shifting the narrative of closed hospital ecosystems (Goffman 1961); where those outside of the hospital environment are not viewed as credible or essential sources for improving the care system. In this...

Intelligences

Architecture Can Heal: Spatial Literacy to Protect COVID-19 Healthcare Workers

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MICHAEL DOLINGER Mount Sinai Kravis Children's Hospital ASHLEY MARSH MASS Design Group In April 2020, a study of The Mount Sinai Hospital in New York City was conducted to better understand the challenge of adapting idealized infection control design guides to site-specific conditions during a pandemic. The study aimed to capture quick interventions that are working, offer a new hypothesis and framework to guide future design interventions, and share lessons to assist other medical facilities as they pursue their own necessary spatial adaptations moving forward. Three units repurposed for COVID-19 were studied. Using action cameras and cloud-based videoconferencing, clinicians helped designers remotely peer in real time to active COVID-19 units, create “heatmap” annotations of perceived risk by frontline clinicians, and conduct interviews with decision makers. The COVID-19 pandemic has challenged health care systems around the world to provide safe and effective care. Leveraging spatial design, architecture, and design...

Intelligences

Caregiver/Family Agency: Rebuilding Confidence, Play, Familiarity, and Passion in a Healthcare System

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ADAHEID L. MESTAD HGA AMIN MOJTAHEDI HGA During recovery and transition to the ‘new normal’, the loss of agency for patients and families of patients who go through a major health disruptor such as transplant, cancer, or cardio-vascular disease can be profound. Considering this, how can acute care hospitals help solve for caregivers’ loss of agency? And what does the physicality of such effort in the confines of a hospital building look like? The goal of this case study is to (1) demonstrate how ethnographic thinking and design research can help a medical center understand the needs, values, rituals, and agency of a patients and their families; (2) show socio-spatial solutions that can support the transition to the patient’s and family’s new normal. The ethnographic study showed that the patients and families who go through a major health disruptor struggle with the loss of agency in various ways. While loss of agency can be obtuse, four themes emerged as contributing factors to the overall sense of loss: (1) loss...

Intelligences

Getting from Vision to Reality: How Ethnography and Prototyping Can Solve Late-Stage Design Challenges

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BRADY SIH Kaiser Permanente HILLARY CAREY Winnow Research MICHAEL C. LIN Kaiser Permanente Cast Study—In 2014, Kaiser Permanente began implementing a next-generation medical office model that reimagines the outpatient care experience, combining new architecture, workflow, and technology to create a more convenient experience for patients and a connected, efficient experience for staff and care teams. As the first next-gen facilities were being built, challenges emerged as teams across a variety of disciplines attempted to translate the model's vision into reality. Teams were making design and operational decisions in parallel, without the ability to see how their decisions impacted the overall user experience. To resolve these challenges, our innovation team at Kaiser Permanente used a hybrid make-and-observe method of prototyping and ethnography. Employing a co-creation mindset (Bødker and Grønbaek 1991), we engaged staff and patients to help us bring the future state of these next-gen clinics to life in a minimally viable way....

Intelligences

The Transformative Power of Singular Stories: Making the Case for Qualitative Evidence in Healthcare Contexts in Colombia

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JULIANA CARDONA A Piece of Pie JULIANA SALDARRIAGA A Piece of Pie MARIA FERNANDA ESTUPIÑAN A Piece of Pie PAULA GAMBOA A Piece of Pie Case Study—In this case study we describe how we collaborated with a Colombian healthcare provider company and enabled its decision makers to understand the power of stories and other types of qualitative evidence in healthcare contexts. The stories became a tool for recognizing singularities in a complex, massive system, where individuals were constantly reduced to social security numbers. We describe the qualitative methods implemented, such as in-depth interviews, projective techniques, shadowings and observations, explain the difficulty in explaining the value of our qualitative evidence and mention some of the lessons learned throughout the project. We also discuss the project’s outcomes, such as understanding the difference between user perception and user experience, the impotance of healthcare providers to go beyond healthcare and using stories as input for measuring quality of the service....

Intelligences

Eye Tracking in Medical Ethnography: Evaluating Evidence for Perception, Action, and Collaboration in Healthcare Professions

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LARRY S. MCGRATH Design Science Consulting, Inc. Using eye tracking in ethnographic research poses numerous theoretical and practical challenges. How might devices originally intended to record individuals' vision of two-dimensional planes be useful in interpersonal contexts with dynamic visual interfaces? What would the technology reveal about collegial environments in which different levels of knowledge and expertise come together and inform decision-making processes? Why would pupil movement show us anything that conventional ethnographic methods could not? In this paper, I argue that these challenges are not intractable. When tailored to specific questions about perception, action, and collaboration, eye trackers can reveal behaviors that elude ethnographers' gaze. In so doing, the devices enrich the observational and interview-based methods already employed in ethnographic studies of workplace dynamics. Hospitals are a fruitful context in which to test the value of eye-tracking evidence. Healthcare professionals look, interpret,...

Intelligences

Who and What Drives Algorithm Development: Ethnographic Study of AI Start-up Organizational Formation

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RODNEY SAPPINGTON Founder, CEO, Acesio Inc. LAIMA SERKSNYTE Head of Behavioral and Organizational Research, Acesio Inc. The focus of this paper is to investigate deep learning algorithm development in an early stage start-up in which edges of knowledge formation and organizational formation were unsettled and contested. We use a debate by anthropologists Clifford Geertz and Claude Levi-Strauss to examine these contested computational forms of knowledge through a contemporary lens. We set out to explore these epistemological edges as they shift over time and as they have real practical implications in how expertise and people are valued as useful or non-useful, integrated or rejected by the practice of deep learning algorithm R&D. We discuss the nuances of epistemic silences and acknowledgments of domain knowledge and universalizing machine learning knowledge in an organization that was rapidly attempting to develop algorithms for diagnostic insights. We conclude with reflections on how an AI-Inflected Ethnography perspective...

Intelligences

ReHumanizing Hospital Satisfaction Data: Text Analysis, the Lifeworld, and Contesting Stakeholders’ Beliefs in Evidence

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JULIA WIGNALL Seattle Children's Hospital DWIGHT BARRY Seattle Children's Hospital Case Study—Declining clinician engagement, increasing rates of burnout, and stagnant patient and family experience scores have led hospital leadership at Seattle Children's Hospital to submit requests to a data scientist and an anthropologist to identify key themes of survey comments and provide recommendations to improve experience and satisfaction. This study explored ways of understanding satisfaction as well as analytic approaches to textual data, and found that various modes of evidence, while seemingly ideal to leaders, are hard pressed to meet their expectations. Examining satisfaction survey comments via text mining, content analysis, and ethnographic investigation uncovered several specific challenges to stakeholder requests for actionable insights. Despite its hype, text mining struggled to identify actionable themes, accurate sentiment, or group distinctions that are readily identified by both content analysis and end users, while more...

Intelligences

The Stakes of Uncertainty: Developing and Integrating Machine Learning in Clinical Care

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MADELEINE CLARE ELISH Data & Society Research Institute The wide-spread deployment of machine learning tools within healthcare is on the horizon. However, the hype around “AI” tends to divert attention toward the spectacular, and away from the more mundane and ground-level aspects of new technologies that shape technological adoption and integration. This paper examines the development of a machine learning-driven sepsis risk detection tool in a hospital Emergency Department in order to interrogate the contingent and deeply contextual ways in which AI technologies are likely be adopted in healthcare. In particular, the paper bring into focus the epistemological implications of introducing a machine learning-driven tool into a clinical setting by analyzing shifting categories of trust, evidence, and authority. The paper further explores the conditions of certainty in the disciplinary contexts of data science and ethnography, and offers a potential reframing of the work of doing data science and machine learning as “computational...

Intelligences

Diagnosing the World Pulse

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CHRISTOPHER A. GOLIAS, PHD PechaKucha Presentation This PechaKucha explores the ethics of interpreting data by employing an extended metaphor of data as the lifeblood of the connected world. It begins by exploring two distinct viewpoints on medical pulse diagnosis, starting from the perspective of the acupuncturist diagnosing a patient’s pulse and continuing through differences between Eastern pulse diagnosis and biomedical pulse diagnosis. I explore data as lifeblood, and imagine more visceral ways to read data (e.g., auguring data) and the ethical implications of such a reading. I envision data as a flowing river filling a lake, in which diagnostic specialists observe society’s reflection. In the process, I contrast utopian visions of a data driven world with dystopian ones before resolving tension by returning to the central comparison of data scientist and medical doctor. The presentation concludes by recalling medicine’s Hippocratic Oath, an ethical charter binding practitioners to a code of conduct, and implying...

Intelligences

Can I Get a Witness? The Limits of Evidence in Healthcare Quality Evaluation Systems in American Hospitals

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LINDSAY FERRIS Ad Hoc, LLC NICHOLE CARELOCK Ad Hoc, LLC “I got verbals, but verbals don’t hold up in court….I need it in black and white.” After Sheila submits hospital quality data to the Center for Medicaid and Medicare Services (CMS), reports indicate that her data hasn’t been received. She makes countless calls to the CMS Help Desk to get answers. They reassure her numerous times that they have her data, yet Sheila is insistent that she needs to see the change explicitly stated in the report. Sheila makes it her personal crusade to obtain material evidence because only written testimony will prove that her data has been submitted successfully and protect her facility from CMS penalties. At a time when we are becoming increasingly reliant on data and technology as the ultimate bearers of truth, Sheila exemplifies how people become stewards of evidence in service to these technical systems. As she moves her facilities’ data through CMS’ error-ridden reporting system, the burden of proof is on her to provide...

Perspectives

The Power of the Fringe: Why Ecology Research Should Include Auxiliary Actors for Truly Powerful Results

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by CAMILLO DE VIVANCO and GAYATRI SHETTY, ReD Associates Through years of research and work for the healthcare industry, we’ve come to experience the power of the auxiliary actors. The industry often overemphasizes the classic dyad of patient and primary health care provider, missing actors on the periphery who have frequent touch points with patients and frequently play a larger role in delivering care to patients than the actual healthcare professionals. Take, for example, Benjamin, a health technician we observed for a full day in Paris. Benjamin spends his days driving from home to home, delivering in-home medical equipment to patients, as well as checking in on those who have notified his company of problems with the equipment they have been given. On average, Benjamin visits anywhere between 5 and 15 patients in a day, depending on the tasks he is assigned. Benjamin, like many technicians we observed in our ethnographic fieldwork, consistently moves beyond his remit – spending significant amounts of time training...

Intelligences

The Inhuman Condition: How Research Unlocked New Perspectives on Psoriasis and Began to Change how it’s Understood and Treated

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SARAH KELLEHER Truth Consulting Case Study—This case study highlights the value of exploring the reality of having and treating psoriasis. Its aim is uncovering why it is that, despite treatments being available that offer transformative results, people with psoriasis can continue to live in isolation and with feelings of shame. If clear skin alone isn't enough, what is it that can help create a sense of well-being? Even undertaking a piece of work like this represented a significant step forward for the pharmaceutical industry where, historically, investing in this kind of deep patient insight work hasn't been common and where getting buy-in to the outputs is far from certain. How can sight lines be created and developed, particularly from physicians to patients? Explored in this case study are not only the ethnographic and other methodologies used, but also: some of the challenges in bringing together this encompassing piece of work; the strategies and efforts made to ensure that core audiences engaged with the research;...