The Department of Veterans Affairs’ Human Factors Engineering team recognizes the value of journey maps as a means for communication among stakeholder groups and develops maps to showcase the experience of users with health services and technology systems. The uniqueness of health care environments caused difficulties in following available trade guidance for creating journey maps. Anticipating that other Human Factors Engineers working in health care settings will encounter similar challenges, this paper showcases our lessons learned while creating two distinct journey maps and offers a process for constructing journey maps in health care environments. We learned to selectively limit the content of journey maps, ensure design quality by utilizing a template and rubric, and apply alternate approaches for data gathering. Our improved process includes steps to partner with stakeholders, produce a journey map framework and confirm it with user research, and visualize findings in the completed journey map.
Safety reports related to products and devices used in health care have demonstrated that not all items can be considered equal in terms of usability, compatibility, and functionality, which can result in patient safety concerns. Hospital systems use a wide variety of products when providing care to patients. This variability may contribute to purchasers failing to fully understand and define the needs for these products. In addition, it is necessary to define what a high-quality product is, including what minimal technical requirements it must meet. The Veteran’s Health Administration (VHA) is the largest health care system in the United States; as such, it possesses the ability to learn from a large group of health care providers as well as a great deal of purchasing power. Purchasing for Safety is a procedure for investigating medical devices or products with an end goal of improving the purchasing decision. Purchasing for Safety can help hospitals and health care systems to systematically evaluate medical products and devices for issues that may lead to patient safety concerns. By conducting careful testing and documenting methods and findings, the test team can assist stakeholders in making purchasing decisions that may ultimately result in better patient care. The greater formality introduced in Purchasing for Safety will help hospitals justify purchasing decisions, and the thoroughness of the investigation will promote patient safety.
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