Week 1 >
So It Begins
After a series of preparatory workshops that included ethics and ethnography notions, we went for our first clinic visit. Our team of 5 met with the team leaders of the three CAMHs Departments in Ayrshire, North (our location), East, and South Ayrshire. There we had the opportunity to understand what CAMHs is, and what services it provides, as well as get an idea of the team leader’s purpose.
In the afternoon we were allowed to explore the facilities and talk to members of staff. The majority of the data we colected came from these informal interviews. Through these we were able to start identifying friction points and insights, while also mapping out the patient journey. Notes on patients were mainly taken based on case files and descriptions from nurses and therapists.
- How Privacy plays a major role in the experience
- Gathering general new information about CAMHs and the services they provide
- Issues raised by the members of staff, both specific to the department, as well as the service as a whole (waiting list, segmented communication)
Clinic, day 2
On our second visit to the clinic, we had the opportunity to talk to some of the teams that we didn’t get to meet on the first visit, and ask some more in-depth about both the infrastructure of the service (e.g. software, premises, funding…) as well as the experience from the perspective of the staff. Specifically, we asked staff to describe to us how they spend an average work day, and how they allocate their time to different tasks.
- Gained further insight into the different services carried out in the clinic
- Gained further insight into staff’s issues
- Further understanding of how different departments use their time
Digesting the data
After completeing the two visits, we began to re-organize all the information gathered over the past couple of days from within the hospital by mapping out the issues that we individually identified. By using post-it notes our findings could be moved around as we began to make sense of what we observed; piecing together our individual and collective experiences within the hospital. We also began to colour code our findings based on the type of refferal : urgent, routine, rejected. Through mapping our findings directly onto the wall, with post-it notes, it allowed us to construct a patient refferal journey.
On Tuesday we also had our first tutorial where we presented all of our findings and data maps. We where then instructed to analyse in even greater depth, and try to map out our data in as much detail as possible, in order to have a more clear image of the process and the people involved, and identify opportunities more clearly.
- Making sense of what we gathered.
- Formulating the journey.
-Created an initial patient refferal journey
Building on what we already did on Tuesday and the feedback from our tutor, we created a much more detailed patient journey, starting from before they even send a refferal all the way to being discharged. Although the map looked chaotic at first glance, it provided a very clear understanding and allowed us to not only identify opportunities, but also place them on the timeline, and understand when in the process they appear.
- Holistic picture of the journey
- Place opportunities on the timeline
Week 1, done!
On friday, after looking at all the data we had collected, analyzed and roughly mapped out, we started a discussion on how we want to present it, and what would be the best way to communicate the opperation of the service. Our decision was to create a service blueprint that thoroughly explains all the touchpoints and potential routes within the service, and then trace on top of it the user journey of a specific persona, in order to be able to express their thought and emotions as they go through the process.