Summary: As co-design and co-creation are increasingly used to develop and implement models of integrated health and social care, practitioners will have to choose from an array of potential approaches and methods. This workshop will present and teach delegates about service blueprinting as a tool uniquely well positioned for integrated care. Background:Health systems globally are increasingly adopting co-design and co-creation methods to guide the development and implementation of integrated models of care. This method aims to ensure that the patient, end-user and community voices are centered in decisions on who integrated models serve, and how services are delivered, funded, governed and managed.Often referred to as user-centred design, when incorporated into the development of technologies, this approach includes an array of approaches and tools to ensure meaningful patient/carer/community engagement. Patient journey mapping, particularly when linked to service blueprinting is emerging tool to guide co-design and subsequent implementation of digitally enabled integrated care models. In addition to centering the patient or end user, it facilitates sensemaking across multiple layers of human, systems, contextual, resource and technological interactions. Aims and objectives:During this workshop, we will share with delegates three examples from project where service blueprinting and journey mapping has been used to inform the design and implementation of digitally enabled integrated and person-centred models of care delivery. Delegates will learn from these examples and have the opportunity to apply the method with guidance through their own journey mapping and service blueprinting exercise.Audience:All delegates of the conference could benefit from this session, particularly those seeking to engage in co-designing innovative models of care; digitally enabled or otherwise. We would be particularly keen to see a diverse array of delegates from different disciplines and health system roles, as that is a better representation of diverse teams needed to engage in this work. As such this would be of interest to patients and family caregivers, researchers, frontline providers, managers, system leaders and decision-makers, policy makers, informaticians, and industry partners. Approach:The lead facilitator (C. Steele Gray) will first introduce the concept of service blueprinting and journey mapping and share an example of its use to design a digitally enabled hospital to home transition model (the Digital Bridge Project). Two more examples from an integrated diabetes remission model (P. Voorheis D. Sherifali), and a project that developed integrated service pathways for immigrants and refugees in Ontario (I. Abejirinde) will also be presented. After the presentations, delegates will work in groups to ) create their own journey map using a mock persona; 2) suggest a service blueprint linked to that journey map; which will serve to 3) create a preliminary prototype of a tool or model of care that is responsive to the patients journey.Structure: ) Introduction and Digital Bridge project (8 minutes); 2) Digital Diabetes Care (6 minutes); 3) Immigrant and refugee integrated services (6 minutes) 3) Table Work (30 minutes); 4) Report back (0 minutes) Outcomes:In the final 0 minutes of the session each table will quickly present their journey maps and share one key reflection from their experience that they will take away with them. Delegates will be able to keep the materials used to guide the exercise so that they can replicate for their own organizations and networks. Facilitators will also encourage delegates to build connections in the session so they can continue to share their experiences, tips, and lessons learned in co-designing their models of integrated care. The facilitators of this session currently lead or co-lead collaborative groups in this field and will invite delegates to join as a means to build capacity and networks.
Voorheis et al. (Tue,) studied this question.