Development of a communication platform for patients with head and neck cancer for effective information delivery and improvement of doctor-patient relationship: application of treatment journey-based service blueprint.
BMC Med Inform Decis Mak
; 24(1): 81, 2024 Mar 20.
Article
em En
| MEDLINE
| ID: mdl-38509511
ABSTRACT
BACKGROUND:
Effective communication and information delivery enhance doctor-patient relationships, improves adherence to treatment, reduces work burden, and supports decision-making. The study developed a head and neck cancer (HNC) communication platform to support effective delivery of information about HNC treatment and improve the doctor-patient relationship.METHODS:
This study was structured in three main phases 1) The requirement elicitation phase sought an understanding of the HNC treatment journey and service failure points (FPs) obtained through patient/medical staff interviews and observations, along with a review of the electronic health record system; 2) The development phase involved core needs analysis, solutions development through a co-creation workshop, and validation of the solutions through focus groups; and 3) the proposed HNC communication platform was integrated with the current treatment system, and the flow and mechanism of the interacting services were structured using a service blueprint (SB).RESULTS:
Twenty-two service FPs identified through interviews and observations were consolidated into four core needs, and solutions were proposed to address each need an HNC treatment journey map, cancer survivor stories, operation consent redesign with surgical illustrations, and a non-verbal communication toolkit. The communication platform was designed through the SB in terms of the stage at which the solution was applied and the actions and interactions of the service providers.CONCLUSIONS:
The developed platform has practical significance, reflecting a tangible service improvement for both patients and medical staff, making it applicable in hospital settings.Palavras-chave
Texto completo:
1
Coleções:
01-internacional
Base de dados:
MEDLINE
Assunto principal:
Relações Médico-Paciente
/
Neoplasias de Cabeça e Pescoço
Limite:
Humans
Idioma:
En
Ano de publicação:
2024
Tipo de documento:
Article