Healthcare │ Service Design
Giving nurses the digital tools they need to provide better care during in-home patient assessments.
Nurses doing in-home patient assessments have a lot to do in a day, with many distractions and pressures. They must deal with excessive paperwork, locations with little-to-no cellular service, traffic between visits, and the critical need to provide the best care to patients at all times. Against this backdrop, nurses need the digital tools they use to work for them, not against them.
The original CareTrack mobile app for nurses was developed to meet all these needs, but it was falling short of its objectives. Our client Best Option, a leader in healthcare delivery to some 85K+ homebound patients, wanted to improve the Caretrack experience and provide a better interface so that nurses could provide the best care possible to patients.
Wovenware was originally tasked by Best Option to simply improve some known technical glitches with the existing platform, but for Wovenware that wasn’t enough. We asked if we could take a step back to understand nurse workflow and day-to-day challenges to make sure that CareTrack was providing the right digital experience to nurses and subsequently, patients.
To ensure that all working tools and relevant patient information are consolidated in the CareTrack app to facilitate home visits and reduce the amount of paperwork or tools needed.
To address the struggle of having to carry a series of documents and notebooks for each visit, which then need to be entered manually into the portal at the end of the day.
Through rapid co-creation between software developers and designers as well as line-of-business managers, we developed a series of solutions for immediate and near-term development and worked with Best Option to prioritize initiatives across key stakeholders. Some of the key features developed were:
Medication Profile: A profile where you can quickly search and select new patient medications, view current medications, and discontinue medications that are not being taken anymore.
Offline Version: A way to continue registering your at-home visit when cell phone service isn’t available and forwarding the visit information for completion when you’re back online.
Digital Registration: A way to document directly on the app, the tasks that were previously paper-based, such as lesion identification and healing, vital readings, and medications.
Electronic Signatures: Where previously more than five signatures were required from patients or guardians, the new mobile app only requires one digital signature.
In order to contextualize the ideas, we developed high-fidelity prototypes and tested them with nurses to get feedback that led to key changes and improvements.
Wovenware developed prototypes that led to the improvement of the CareTrack platform so that nurses can more easily document patient data in real-time and access vital information from anywhere.