THE CHALLENGE:

Elgin Ontario Health Team wanted to improve the care experience for people with Chronic Obstructive Pulmonary Disease (COPD). They sought to understand and enhance the patient journey from initial symptoms through diagnosis, treatment, and follow-up care.

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THE APPROACH: 

• Continuous, strategic engagement of patients, caregivers, and health care providers (HCPs)

• Special attention to workshop design to dismantle group work power imbalances

• Mix of virtual and in-person sessions to improve access options

• Use of qualitative interviewing to build trust and gain key insights pre-workshop

• Plain language communication

• Emphasis on equity and inclusion for underserved populations including engagement with area's indigenous and low-German-speaking communities

• Share learnings back to larger Ontario Health Team Steering Committee to help
  inform design decisions

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THE IMPACT:

• Created COPD patient persona journey maps based on qualitative interviews and quantitative data Identified moments that matter in the care journey through equitable engagement with patients, health care providers and caregivers

• Gained deeper insights into barriers facing equity-deserving communities

• Developed actionable improvement suggestions based on workshop collaboration

• Enhanced communication and trust between stakeholders and “ah-ha” moments for HCPs

• Report of key findings and feedback used to inform improved clinical pathway design and service delivery

• Presentation of design process to Ontario Health's Patient Experience Community of Practice to share approach, insights and structure as a leading OHT practice for patient engagement in Ontario

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“Pam from Big Eye really seeks to understand the "why" of the work and integrates that into her approach. Big Eye Innovation has been delightful to work with.” --Deanna Huggett,

Executive Director Elgin OHT

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“...by far this journey mapping session was the absolute best thing I’ve ever been able to participate in.” --Community (patient) Advisor, Elgin Ontario Health Team

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