Project Overview
Expand KP virtual services to Musculoskeletal (MSK) virtual appointments to create a more efficient process for diagnosis and care plan. Providing on demand consultation when experiencing issues in the back, upper extremity, and lower extremity areas.
Due to confidentiality I am not able to share all assets of this project. Please ask me if you’d like to know more about my process and learnings. Thank you!
MY ROLE
Lead Design Researcher
Co-created the Proof of Concept
Co-created the MSK Virtual Ecosystem
Delivered 12 patient education handouts
Delivered 10 patient education videos
Designed all visual assets
PHASE 1 | Primary Research
Patient Research Goal
The research team set out to build an understanding of the patient experience during diagnosis and treatment of a musculoskeletal injury. Through the primary research phase, patterns emerged around patient needs and barriers during high stress periods in care. Uncovering patients feelings about KP’s traditional care practices and how they affect patients daily lives.
PATIENT INTERVIEWS
Created a patient screener to recruit interview participants who used KP care for a MSK injury within 6 months of the research
conducted 10 one hour 1:1 home interviews to understand the members care journey and observe their daily lives at home
Felt like a number in a large system
Mystery timeline for care
Hard to get in to see physician
Took forever to get answers
STAKEHOLDER INTERVIEWS
Conducted informative interviews with our stakeholder physicians and care providers to understand their challenges with musculoskeletal care
Shadowed call center agents to understand the experience of seeking care
Patients get bounced around in the system
Patients have difficulty following care plans
Not enough time during visit to dedicate to patient needs
PHASE 2 | Proof of Concept
The team created a prototype service to test out telehealth capabilities with musculoskeletal patients. During this PoC 4 physicians (3 orthopedic & 1 primary care) conducted virtual video/phone appointments with patients who opted in to test out the new service concept.
MSK Virtual Care Proof of Concept Interview
After the first round of virtual appointments I delivered patient feedback insights by conducted 15 phone interviews with PoC patient participants to learning about their MSK Virtual experience.
Based off the qualitative data we mapped out the care journey and developed an insight presentation based off of the patient feedback.
I co-created a workshop with other consultants on the team to share our learnings about the service to the MSK Champion physician team. During this time we iterated off the original PoC to implement in the pilot.
Image blurred for confidentiality
Phase 3 | Pilot
On Demand
KP Musculoskeletal Virtual Care
Over 900 visits conducted during the Downey pilot for patients with shoulder, elbow, hand, hip, knee, and foot conditions
Phase 4 | MSK Virtual Ecosystem
The Downey PoC showed successful streamline care and is currently being deployed in select Southern California KP service areas.
Along with the spread our team created a strategy for a MSK Virtual Ecosystem to incorporate asynchronous and synchronous virtual care (video/telephone, e-visits, diagnostic devices, etc) at the convenience of the home environment. I am not able to share any of our strategy assets for confidentiality purposes.