RIP + MIX Unlocking creativity to enable staff,

patients and public to re-imagine service delivery

Chair and facilitators

Pam Whittle - Chair, Scottish Health Council.

Alison Cormack - National Improvement Advisor, QuEST.

Hazel White – Duncan of Jordanstone College of Art & Design, University of Dundee.

Dr Fiona Wood -, Duncan of Jordanstone College of Art & Design, University of Dundee.

Aim

The aim of this session is to introduce RIP+MIX: a fast, effective and engaging design tool to help encourage creativity and innovation. This session will explain how RIP+MIX was developed by Deutsche Telekom and the University of Dundee as a way of including stakeholders in innovation processes. We have used it as a first step in transforming demand for outpatient services.

Background

• In November 2011 the NHS Efficiency Portfolio Board gave its commitment to support a programme of work to transform outpatient services by considering how new demand, repeat demand and utilisation of outpatient resources could be better managed across Scotland.

• The economic restraints and growing demand on services provides the challenge to stimulate creative and innovative thinking about how to deliver outpatient services and the aspiration for a future state that feels better for patients and staff.

Transforming Outpatient Services -pushing the boundaries towards our 2020 Vision

An innovation session (January

2012) with clinicians, managers,

patients/public challenged the

current state of outpatient

provision and demonstrated that

our ambition for Scotland is to be

Radical in our attempts to change

secondary and primary care

demand, improve experience

and outcomes and move services

closer to home for most people.

Transforming Outpatient Services is pushing the boundaries towards ‘Our 2020 Vision’

• The status quo isn't acceptable• Patients, carers & staff say things need to change• A shared accountability for outcomes• New models of care that encourage integration• Lead by clinicians and operational managers skilled in

team working with good rapport across primary, secondary, tertiary care and social care

• Courage to work jointly with patients and carers and across boundaries to share knowledge, power and risk

Session Outcomes

• To provide an overview of RIP + MIX, • Help you think creatively about your own services to

give patients and staff a better experience, making the right thing easier to do: for every person, every time

• Give participants the opportunity to try out RIP +MIX tools to think differently

• To have fun

we work withBusinessPublic ServicesNot for Profits

Master of Design for Services

what is a designer?

co-design

We work with We work with people who use, people who use, need and run need and run services to services to understand what is understand what is difficult and help difficult and help them imagine what them imagine what would make it would make it easiereasier

We’ve recently been working with

Children’s Hospice Association Scotland (CHAS)Integrated Children’s Services in DundeeChildsmile dental health projectInfection Control

What if a nurses’ station was like the Apple Store’s Genius Bar?

agenda cards and activemobs

http://www.designcouncil.info/RED/

Transforming Outpatient Services

RIP + MIX

RIP + MIX

RIP + MIX

what are the PAIN points for you or your patients?

think of a ‘product’ or ‘service’ that isn’t working

We’ll provide you with‘pleasurable experience’ cards

a massage in a spa?

• function• stakeholders• infrastructure/resources• physical form or components of service• emotional characteristics• material or touchpoints• how do the users interact with it?

PAIN + pleasure

RIP + MIX

Let’s get started:

people: in pairs/groups

materials: post-its, pens, worksheets

what are the PAIN points for you or your patients?

think of a ‘product’ or ‘service’ that isn’t working

agree on one

draw it

name it

analyse it

describe it it

‘pleasurable experience’ cards

a massage in a spa?

draw it

name it

analyse it

describe it it

RIP + MIX any of the characteristics to create a new product or service - be fast and intuitive

draw it

tell us about it

name it

tell us about it

using design methods to aid creative thinking

We work with We work with people who use, people who use, need and run need and run services to services to understand what is understand what is difficult and help difficult and help them imagine what them imagine what would make it would make it easiereasier

speed networking