Challenge and selection 

 I work at a large , private ambulatory healthcare provider . Our aim is to provide accessible , high- quality and cost - effective care , appropriately addressing patients ’ needs . In order to make sure , that   our patients get help from the right clinician we routinely analyze reasons for patients ’ specialist   visits . We identify medical problems that could be solved faster and better by medical personnel with   lower - but still appropriate to the problem - level of competence , and with increased patient   engagement . 

 Warts ’ treatment is one of such simple medical problems , that needs care path redesign . It consumes   more than 10 % of dermatologists visit in our system , despite the fact , that warts can be treated with   OTC products at home with self - care . Dermatologist often use cryotherapy for treatment , and this   procedure is usually painful during and after the procedure , and sometimes cause difficulty in   functioning for several days . 

 Before searching for a new , better care path , it was important to understand “ what is ” : 

    why patients choose dermatologist for warts treatment , 

    what is their service booking process and what information they receive , 

    what they like and what dislike in the current solution , 

    what they know about the treatment and its alternatives , 

    if and how they self - diagnose warts , 

    and what would be the new design criteria . 

 I planned to use visualization tools Journey Mapping to describe current solution . 

 Application 

 I organized two focus groups with eight participants each – one group with parents of children age 4   to 12 and the other one with adult patients . Having 2 groups was necessary to differentiate needs of   adult patients and parents of pediatric patients . All participants declared , that they ’ve already had   experience with warts ’ treatment . 

 I started with telling a real story of my child treated for recurring warts . The story was personal and   relevant to the topic of the focus group and as such it helped to bring back participants own   experiences of wart diagnosis and treatment before we moved into Journey Mapping .    There are 2 possible ways of booking the service -   phone booking via Contact Centre or online   booking ( internet and mobile application ) . I divided participants into 2 groups , depending on the way   they use for booking services , and asked them to draw their path as a process , with main steps   starting with identifying a problem ( wart ) , searching internet or asking friends for information on   what to do , through booking , first visit , follow up visit ( if any ) and end of treatment . Each group was   asked then to use green and red post its to write down strengths – using   green post - its – and   weaknesses – using red post - its –   of the current process . While filling in post - its participants were   also asked to note , what could help them to move to self - care as the primary solution . 

 Visualization of the care path allowed to identify steps in the process that require change , and to   collect detailed information on what should be changed . Red and green colors of post - its helped to   visualize priorities – what to focus on first . The session gave us an insight into real patient 

 perspective – what helps , and what makes the treatment difficult or delayed , and what patients need   to know about self - care to treat it as an alternative to repeated visits with specialist . It gave very   detailed and practical foundation for defining design criteria for the new solution . 

 Insight and Approach 

 Journey mapping appeared to be very effective in discovering patients ’ perspective . Using colors   simplified prioritization of the nest steps . Each focus group took only 2 hours and within such short   time we were able to gather information that allowed better understanding of experience , emotions ,   information challenges and unmet needs of our patients . 

 The information collected during the session helped to define basic criteria for the new solution : 

    Fast access to the first visit and initiation of the treatment at the visit , 

    No demand for dermatologist visit if other medical personnel can help , 

    At the first visit agreement on a treatment plan , especially what to do if initial treatment is   ineffective , 

    Recommendation on choice of treatment , with preference for self - care , but with clear   instructions on the duration , effects and possible complications of the treatment , 

    Demonstration of application of the topical use agent at the first visit , so the patients would   feel safe when applying the agent at home , 

    Good communication skills of the clinician ( primary physician or nurse ) delivering treatment ,   and in case of children – someone , who has an " approach to children " , 

    Materials about warts ’ treatment to take home or to access from recommended website . 

 Organizational innovation in healthcare must focus on patient experience . Customer journey   mapping is an effective tool to define “ as is ” processes with practical information necessary to create   new design prototyped . 

 Alternative tools that could be used to work out design criteria with patients include : 

 1 . Asking patients to tell their individual stories of warts treatment and , based on several 

 interviews , create personas with different clinical and emotional needs . The personas would   help to design new solution addressing specific needs of different patients . This approach   will , similarly as 2 focus groups described above , allow to address needs of both adult   patients and parents of pediatric patients . 

 2 . Organizing brainstorming session on weaknesses and strengths of the current solution 

 followed by defining ideal solution , 

 3 . Drawing a mind map with key criteria of ideal solution . 


EMAIL: 
ID_NUM: 
NAME_STUDENT: 
PHONE_NUM: 
STREET_ADDRESS: 
URL_PERSONAL: 
USERNAME: 

### Task: You are a PII (Personal Identity Information) Detection. Given a essays written by students, you have to identify ONLY the following:
NAME_STUDENT - The full or partial name of a student that is not necessarily the author of the essay. This excludes instructors, authors, and other person names.
EMAIL - A student’s email address.
USERNAME - A student's username on any platform.
ID_NUM - A number or sequence of characters that could be used to identify a student, such as a student ID or a social security number.
PHONE_NUM - A phone number associated with a student.
URL_PERSONAL - A URL that might be used to identify a student.
STREET_ADDRESS - A full or partial street address that is associated with the student, such as their home address.
### Input: Challenge and selection 

 I work at a large , private ambulatory healthcare provider . Our aim is to provide accessible , high- quality and cost - effective care , appropriately addressing patients ’ needs . In order to make sure , that   our patients get help from the right clinician we routinely analyze reasons for patients ’ specialist   visits . We identify medical problems that could be solved faster and better by medical personnel with   lower - but still appropriate to the problem - level of competence , and with increased patient   engagement . 

 Warts ’ treatment is one of such simple medical problems , that needs care path redesign . It consumes   more than 10 % of dermatologists visit in our system , despite the fact , that warts can be treated with   OTC products at home with self - care . Dermatologist often use cryotherapy for treatment , and this   procedure is usually painful during and after the procedure , and sometimes cause difficulty in   functioning for several days . 

 Before searching for a new , better care path , it was important to understand “ what is ” : 

    why patients choose dermatologist for warts treatment , 

    what is their service booking process and what information they receive , 

    what they like and what dislike in the current solution , 

    what they know about the treatment and its alternatives , 

    if and how they self - diagnose warts , 

    and what would be the new design criteria . 

 I planned to use visualization tools Journey Mapping to describe current solution . 

 Application 

 I organized two focus groups with eight participants each – one group with parents of children age 4   to 12 and the other one with adult patients . Having 2 groups was necessary to differentiate needs of   adult patients and parents of pediatric patients . All participants declared , that they ’ve already had   experience with warts ’ treatment . 

 I started with telling a real story of my child treated for recurring warts . The story was personal and   relevant to the topic of the focus group and as such it helped to bring back participants own   experiences of wart diagnosis and treatment before we moved into Journey Mapping .    There are 2 possible ways of booking the service -   phone booking via Contact Centre or online   booking ( internet and mobile application ) . I divided participants into 2 groups , depending on the way   they use for booking services , and asked them to draw their path as a process , with main steps   starting with identifying a problem ( wart ) , searching internet or asking friends for information on   what to do , through booking , first visit , follow up visit ( if any ) and end of treatment . Each group was   asked then to use green and red post its to write down strengths – using   green post - its – and   weaknesses – using red post - its –   of the current process . While filling in post - its participants were   also asked to note , what could help them to move to self - care as the primary solution . 

 Visualization of the care path allowed to identify steps in the process that require change , and to   collect detailed information on what should be changed . Red and green colors of post - its helped to   visualize priorities – what to focus on first . The session gave us an insight into real patient 

 perspective – what helps , and what makes the treatment difficult or delayed , and what patients need   to know about self - care to treat it as an alternative to repeated visits with specialist . It gave very   detailed and practical foundation for defining design criteria for the new solution . 

 Insight and Approach 

 Journey mapping appeared to be very effective in discovering patients ’ perspective . Using colors   simplified prioritization of the nest steps . Each focus group took only 2 hours and within such short   time we were able to gather information that allowed better understanding of experience , emotions ,   information challenges and unmet needs of our patients . 

 The information collected during the session helped to define basic criteria for the new solution : 

    Fast access to the first visit and initiation of the treatment at the visit , 

    No demand for dermatologist visit if other medical personnel can help , 

    At the first visit agreement on a treatment plan , especially what to do if initial treatment is   ineffective , 

    Recommendation on choice of treatment , with preference for self - care , but with clear   instructions on the duration , effects and possible complications of the treatment , 

    Demonstration of application of the topical use agent at the first visit , so the patients would   feel safe when applying the agent at home , 

    Good communication skills of the clinician ( primary physician or nurse ) delivering treatment ,   and in case of children – someone , who has an " approach to children " , 

    Materials about warts ’ treatment to take home or to access from recommended website . 

 Organizational innovation in healthcare must focus on patient experience . Customer journey   mapping is an effective tool to define “ as is ” processes with practical information necessary to create   new design prototyped . 

 Alternative tools that could be used to work out design criteria with patients include : 

 1 . Asking patients to tell their individual stories of warts treatment and , based on several 

 interviews , create personas with different clinical and emotional needs . The personas would   help to design new solution addressing specific needs of different patients . This approach   will , similarly as 2 focus groups described above , allow to address needs of both adult   patients and parents of pediatric patients . 

 2 . Organizing brainstorming session on weaknesses and strengths of the current solution 

 followed by defining ideal solution , 

 3 . Drawing a mind map with key criteria of ideal solution .
### Output: 