CASE STUDIES

Thriving in Pediatrics

Partners

Massachusetts General Hospital for Children (MGHfC), with support from the Mass General Physicians Organization (MGPO)

Service

Design Research,

Co-Design Engagement

Year

2022

The Problem

With concerns around provider burnout and well-being, the Pediatrics Department came to us with the question, “How can we promote thriving in the Department of Pediatrics using lessons from Covid-19 and beyond?”

The Solution

We hosted WeSolve co-design engagements for the Pediatrics Department focused on discovering departmental challenges preventing providers and staff from ‘thriving’ and capturing early solutions. We provided the Pediatrics leadership a blueprint of possible paths forward.

Engagement Structure

We hosted two WeSolve sprint sessions for the Pediatrics department—a Discovery session and an Ideation session. Prior to the two sessions, the Springboard team held in-depth interviews with four people in the department—three physicians and one nurse manager—to better understand the current status in Pediatrics and their opinions on barriers to thriving. Three Springboard team members also spent time shadowing a Pediatric PCP and Pediatric specialist to observe and better understand ‘a day in the life’ in those areas of the Pediatrics department. The insights from those in-depth interviews and immersive half-day informed the design of the Discovery session.

“Placeholder testimonial here. Working in partnership with Springboard has been an absolutely enjoyable experience. We have been equipped with immense knowledge on service redesign in order to improve outcomes.”

Name

Credentials

Discovery & Ideation

Both the Discovery and Ideation co-design engagements were 90 minutes long and attended by ~20 participants from the Pediatrics Department. The Springboard team worked with the Pediatric leadership to identify a diversified group of clinicians and staff representing a variety of roles, specialties and work locations to attend both sessions.

The purpose of the Discovery session was to create a shared understanding of the challenges that Pediatric clinicians and staff face in their jobs that prevent them from “thriving.” The Springboard team facilitated conversations about the challenges related to tasks, tools, workflows, systems, environment, and culture that cause jobs to be unduly frustrating. Following the Discovery session, the Springboard team collated all challenges articulated by participants during the session into 15 thematic areas, which were then prioritized by participants by survey.The Ideation session objective was to encourage participants to brainstorm early solutions to the six prioritized challenges that prevent staff from “thriving.” The Springboard team created ‘how might we’ statements for the six up-voted challenges to serve as prompts for participants to respond to. Participants were asked to ideate individually and then share and build out ideas as a group. A total of 54 ideas were generated.

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Results

Immediately following the session, the Springboard team transcribed the 54 early-stage solutions into surveys, and asked participants to rate each idea by possible impact on thriving (on a scale of 0-10; 0 = low impact; 10 = high impact;) and feasibility to implement (on a scale of 0-10; 0 = low feasibility to implement; 10 = high feasibility to implement). The feasibility and impact scores submitted were averaged and all 54 ideas were plotted for comparison. The impact and feasibility scoring provide an initial prioritization of ideas by participants identifying which they perceive to be the most impactful to thriving and which could be the most feasible to implement. Results were synthesized into a final deliverable document with access to interactive graphs of the data and provided to the Pediatric department leadership as a blueprint of early insights into challenges and solutions that can be addressed to improve ‘thriving.’

15

Thematic Challenge Areas

6

Prioritized Challenge Areas

54

Early Solutions