ANUSHRI GHODE
A FRAMEWORK FOR
THE QUALITY OF CARE IN
‘THE WOMEN AND CHILD CARE SERVICE’
User research | Service design
"The question should not be why do women not accept the service that we offer, but why do we not offer a service that women will accept?"
- Mahmoud F. Fathalla 1998
Professor of Obstetrics and Gynaecology, Assiut University, Egypt
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SERVICES HIGHLIGHTS:
Hospitals: Public hospital (Govt., semi govt. hospitals)
Socio-economic class: Middle and upper middle class
Technology use :
IVR: An automated phone or interactive voice response system is any telephone system that interacts with callers without input from a human other than the caller. More specifically, interactive voice response, or IVR, is the technology that automates telephone contact between humans and machines.
An electronic health record (EHR) is an individual's official health document that is shared among multiple facilities and agencies. The role of EHRs is becoming increasingly influential as more patient information becomes digital and larger numbers of consumers express a desire to have mobile access to their health records.
AI Assistant: A virtual assistant, also called AI assistant or digital assistant, is an application program that understands natural language voice commands and completes tasks for the user.
RESEARCH (BASED ON PRIMARY AND SECONDARY):
Statistical data which show the current situation of women and child care in India.
QUALITY CARE:
The provision of a high quality of care at maternal health facilities is not a luxury but a necessity. The definition of quality of care determines both the content and the process of care. In 1966 Donabedian defined the quality of care in a unique way:
“quality of care is the extent to which actual care is in conformity with present criteria for good care”.
PRIMARY RESEARCH:
DOCTORS
(Government hospital)
“Women are not aware of the schemes given by govt.”
“They don’t know how to take care of themselves and new child”
“We have so many works, how we can call everybody for a check-up”
“I will like digitalisation in healthcare, difficult to maintain a physical record”
“Education to women about women and child care need to be given”
“In Nagpur, Arvi many women come only for serious health problem”
“It is also the responsibility women to take care of herself and child.. not only us is responsible”
NEW MOTHER
‘Postpartum women’.
“Hospitals are very far from my place”
“I don’t know about various scheme and facilities for me”
“Taking care of a child is very difficult”
“Finding doc. in a new place is very difficult”
“I am very bad at remembering, I never remember vaccination dates”
“Carrying physical card is difficult, two times I lost my card”
“There should be remainder related to that”
“I will like to know many events related for women and child”
“How many times I search? It is boring”
PERSONA
To understand customer’s problem, aim, interest better build persona.
EXPERIENCE MAP OF Postpartum MOTHER:
IDEATION
STAKEHOLDER MAP:
Based on the analysis I have identified stakeholders and according to their role and responsibility, stakeholders are prioritized.
Hospitals: Public sector
Geographic area: Middle Cities
User: New mother, having a mobile phone with internet.
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PROPOSED SOLUTION ADVANTAGES:
The record will be more accurate and easy to get.
Reduce paper waste.
Patient satisfaction
Health data ownership
Seamless data sharing anywhere through technology
Less time consuming
Improving users experience by giving quality care