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TRANSCRIPT
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“MY QUALITY OF LIFE” PROGRAMME IN PATIENTS WITH INFLAMMATORY BOWEL DISEASE (IBD)
Iñigo Roa Esparza, Olga Merino Ochoa, Sylvia Ibáñez Feijoo, Laura Gómez Irwin, José María García González, Ricardo Ituarte Uriarte, Tomás Méndez Sampedro, Leire Cortón Corral, Susana Castelo Zas, María Jesús Suárez Regueiro
Cruces University Hospital/ Osakidetza
BACKGROUND:
• IBD has a significantly negative impact on patients’ quality of life
• The Ezkerraldea-Enkarterri- Cruces Healthcare Organization has made a firm commitment to adopt the Value-Based Health Care (VBHC) model
• The IBD Unit has analyzed our health care delivery system in order to improve the effectiveness of our Performance Improvement Plan based on patients’ experiences
CONCLUSION:• VHBC implementation implies a transformation of the organization• User Experience Tools add a different perspective to the route design, focusing on what really matters to patients
and improving their quality of life• This change of perspective is important, especially in chronic diseases, so that patients feel less lonely with their
disease and better outcomes can be obtained
OBJETIVES:
• To identify and systemize the incorporation of perceived quality of life variables
• To reorient medical care towards what really matters to patients
METHODS:• Building up a multidisciplinary team• Creating a Process Map by means of User
Experience and Design Thinking strategies • Developing a list of improvement measures • Establishing a specific route (based on ICHOM
consortium) to achieve those goals• Elaboration of questionnaries, surveys and
necessary information to guarantee the correct functioning of the route
92
STAGES OF
THE
EXPERIENCEPre diagnosis
GOOD
BAD
NEUTRAL
Diagnosis Treatment Follow up
1 54 63 1110
WHAT
HAPPENS IN
THIS
MOMENT?
WHAT IS THE
PATIENT
THINKING?
EMOTIONAL
EXPERIENCE
REFERENCE
STAFF
MEMBER
ASPECTS TO
IMPROVE
PATIENT EXPERIENCEINFLAMMATORY BOWEL DISEASE
7 8
First symptomsStronger and
constant outbreaks
Hospitalizationcaused by the
outbreaks
Consultations in several health
centers
Communication of the diagnosis
Diagnosis aceptance
"I did not think it was a disease, or anything serious."
MAIN
EMOTIONNot much worry
Treatmentassignment
Treatment - Day Hospital
Effects of thetreatment Surgey
Follow up consultations
• She has begun to have the first
outbreaks and
symptoms.
• It is not continuous, she
does not have any
problem since the
outbreaks are soft
and they occur distanced in time.
• She does not
think it's
anything serious.
• At the time she begins to have
stronger and more
constant outbreaks.
She bleeds a lot.
• It limits her social
and work life a lot,
she must always
be very careful not
to get dirty.
• It changes her
character. She is
not feeling well and
she feels insecure.
Anxiety
InsecurityUncertaintyTiredness
"My daughter does not understand why I have been
in hospital for so long."
• Primary care• Private
• Primarycare
• Emergency
• Private
Fear Hope Agotamiento
• They are trying different
treatments. Some
do not make
effect or they do it
temporarily. They inform her of the
percentage of
treatment
success.
• She did not
expect the
treatments not to
work, that affects
her. She is bored and exhausted.
"When treatments fail, it affects a lot emo?onally."
• She has sessions every 6 - 8 weeks,
and it can not be
interrupted.
• She comes to the day hospital at
8.00 in the
morning and
delivers the
papers to the secretariat. The
treatment starts at
11.00.
• Primarycare
• Emergency
• Private
• Primarycare
• Emergency
• Private
More coordination in the surgery
team.
"I'm the same waiting time as the treatment time."
• Finally, they communicate her
that she has an
inflammatory bowel
disease. She has
never heard about it.
• They communicate
her that it is a
chronic disease and that scares her.
Electronictreatment paper.
• Because of the strong outbreaks,
she has to be
hospitalized
several times and
for long stays.
• That makes her
working and
personal life
difficult She thinks about
quitting her work,
because she is
on sickness
leave every 6 months.
• She has gone through several
health centers and
has not had a clear
diagnosis.
• They have always
given her
guidelines of
nutrition and
recommendations to lead a normal
life, but they have
not named the
disease until she
reaches the inflammatory unit.
• Although it is difficult for her to
assimilate that the
disease is chronic,
she understands
that she has to live with it and that
there are
treatments that will
solve it.
• She uses
psychological
support to be able
to accept her new
situation. She thinks about
quitting her work.
Diagnosis accompanied by
information on
nutrition and
emotional
support.
• She doesn’t feel good the day of
the treatment and
neither the next
day. She feels
tired.
• At home it affects
her because she
does not feel like
doing anything.
• She doesn’t want
to say that she is
tired and not
wanting to do anything. It limits
her personal life.
Waiting time until the availability of
treatment by
pharmacy.
Improvement in the treatment at
the reception in the
day hospital.
• Inflammatoryunit
• Inflammatoryunit
• Inflammatoryunit
• Day hospital
Possibility of being treated in
the afternoons for
work conciliation.
• Digestivesurgery
team
• Inflammatoryunit
Boredness Discomfort Distrust Control
"It's not just going to the toilet."
• She has operated more than once,
and each time a
new surgeon
operates her.
• In one of the
operations they
postponed the
intervention 2
months later, because it was not
urgent. Claimed
via SAPU.
• The postoperative period was very
hard.
• Every 2 - 3 treatment sessions there is a
follow-up consultation.
The consultations are
face-to-face and that
makes her feel controlled.
• That also influences
that she has to stop
working.
• There are also
interconsultations with
other specialties, as
results of the analyzes.
Possibility of having telephone
consultations
Inquiries of intimate and
confidential
space. A closed
consultation.
Give information and guidelines
with visual and
written support.
Facilitate the location of the
consultations and
the spaces on the
web (a map...).Individual rooms, it is uncomfortable
to share WC.
Time until the diagnosis.(Very variable; 2 years, 9 years….)
Knowledge of the patient's history
before the
consultation, not
reading it at that
moment.
"In the private very bad. Once I have come to Cruces, great, it has
changed my life "
Same doctor during the follow up.
What does he
think?
How does he feel?
What does he hear?
What does
he do?
What does he say?
What does he see?
Motivations Fears
EMPATHY MAP
Uncertainty
AnguishStress
Shame
Fatigue
Frustra- on
“Don’t worry, everything is will be
fine”“It is a chronic
disease that has no
cure. The outbreaksis unpredictable ... "
Plan my rou- ne
Dejo de hacer cosas para no exponerme
Stop eating
Wear diapers fortravel or work
“I don’t feel likedoing anything”
“It significantlyimpacts my daily life, including work , social
life…”
The closestbathrrom
People who do nothave this disease
I will be able to
work? Do I have to stop working?
I don’t want to talkabout what’s
happening
I have no cure, this situation will
never changeThey will fire me
Become a parent
Job promo- on
Stabilize and control the
disease
I’m worried thatmy children
might have it too
Fear of losing a rela- onship
Fear of future
Fear that treatments willfail and that I will have to
go through surgery
1
2
3RESULTS:
• A specific remote consultation for IBD patients
• Priority pathways for these pathologies
• Nutritional guidelines to assure compliance
• Shortening waiting lists
• Reduction in patient bureaucracy and paperwork
• Virtual tools for monitorization of patients with asymptomatic disease
Process Map with ICHOM requirements
Patient Experience
Professional Workshops