Supporting front line workers as innovators
Supporting front line workers as innovators such as the joint IDEO/Kaiser Permanente (KP) project in the US. Shift changes were identified as one of the biggest challenges to continuity of patient care. When nurses go on or off shift they need to exchange information to ensure patient safety and quality of care. But it is easy for information to be lost or inaccurately transferred. So, IDEO convened a series of brainstorm sessions with nurses, doctors and other health professionals after a couple of weeks of intense observation in one of Kaiser Permanente’s hospital wards. The nurses were then involved in designing and testing a series of prototypes to try out alternative methods of exchanging information. These prototypes were refined and adapted as a result of feedback from the nurses. The new system proved very successful and has now been implemented in every ward in 35 KP hospitals.