Mapping patients’ perspectives & journeys to increase their pre-dialysis engagement
Meir Hospital
Case Study
BACKGROUND
Pre-dialysis is a clinical stage where patients with CKD (Chronic Kidney Disease) are monitored by a nephrologist on a routine basis. During this stage clinicians review a patient’s kidney functions and engage in conversation with them regarding future treatment preferences. Ongoing patient engagement during this stage is critical - mainly due to the fact that some treatment options require advanced prep. Without it, patients can be left with one unattractive course of action that has to be hastily implemented.
NEED
The Nephrology & Innovation Departments at Meir Hospital witnessed low patient engagement rates during the pre-dialysis stage. This has led not only to rapid clinical deterioration of certain patients, but also to poor patient and clinician experiences. In order to address this challenge, the clinical team wished to gain a better understanding of the underlying reasons for non-action by patients. For that, they reached out to us for help.
METHODOLOGY
First, we mapped the main clinical workflows through stakeholder interviews. Then, we conducted in-depth interviews in-situ with patients, clinicians, nurses and administrative staff. This holistic approach enabled us to better understand both the patients’ perspective, but also their journey and ongoing dynamic between them and the medical staff. Finally, we synthesized the information into a clear framework of why some patients avoid engagement.
DELIVERABLE
The research deliverable included a nuanced description of the main reasons why patients don’t engage with clinical staff. It also included the main touchpoints along the clinical workflow in which those reasons come to life. This framework enabled the department managers to take action “where it counts”.
OUTCOMES
Managers at both the Nephrology & Innovation Departments started by first formalizing the pre-dialysis stage by both improving the clinical workflow structure as well as the patient journey. Beyond this initial work, the team introduced new initiatives aimed at demystifying future treatment options as well as relieving some of the stress associated with thinking of those.
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