Design a Safer Discharge Experience
Frame an evidence-based need, create alternative concepts and define a low-cost behavioural test.
20 minutes
Scenario
Riverside Day Clinic wants to reduce avoidable calls and mistakes after minor procedures. A manager has proposed a mobile app, but the team has not yet agreed on the underlying patient problem.
- Your role
- Service-design facilitator
- Method
- Design Thinking
Evidence pack
Call volume
31% of patients call the clinic within 48 hours; the largest categories are medication timing and uncertainty about normal symptoms.
Observation
In 7 of 10 observed discharges, patients folded the instruction sheet before the nurse finished speaking.
Recall
Only 4 of 12 interviewed patients could identify which symptom required urgent contact.
Caregiver role
Five patients relied on a family member who was not present during discharge.
Staff workaround
Two nurses mark medication times by hand; others use the standard printed sheet.
Access
Three of the twelve patients had limited mobile data access; two requested large-print information.
Safety
Clinical instructions must be approved by the medical governance lead before a live pilot.
Constraints
- The team must not assume a mobile app is the answer.
- The first prototype cannot contain unapproved clinical advice.
- The concept must support patients who do not use a smartphone.
Case steps
Work through each prompt using the evidence pack. These guided cases support self-directed practice; server-scored attempts are not available yet.
Separate the supplied material into observations, team interpretations and constraints. Identify one important unknown.
Write a point of view and a 'How might we' question that do not prescribe a channel.
Create three concepts with different mechanisms, including one non-digital option. Name the critical assumption behind each.
Choose one concept and define a low-cost prototype, realistic task, observations, safety control and decision rule.