LifeLink
Project Background: When a child leaves the hospital after surgery, typically parents receive a medical packet with medication information, a list of do’s and don’ts, and emergency phone numbers. Usually this is enough. But when things go wrong, parents often feel helpless and out-of-control as they try to navigate the complicated medical landscape to obtain help for their child. They may feel that they don't have enough information or that their perspective is valued. To make matters worse, some families have a poor support system and struggle to simply put food on the table or pay the bills.
Problem: How can we improve post-treatment communication and care for families after their child leaves the hospital?
Process: Conducted informal interviews with families of children who have undergone procedures in the hospital and created parent persona. Conducted secondary research of hospital programs both before and after a child is released from the hospital and created process flows and journey maps detailing parent/child experiences for both after hours emergency and non-emergency situations.
Proposed Design Solution: Created new service called LifeLink, a program that provides families with post-treatment care after their child leaves the hospital. Each family is assigned a LifeLink coach, who is their link to the hospital, and stays with them throughout the post-treatment process. Coaches meet personally with family before discharge and follow up within 24 hours. Parents receive information and resources via the LifeLink guide or mobile application. Family members can message their coach 24/7, which will then triage those message to the appropriate medical personnel. They can also search for specific resources for meals, transportation, medical assistance, financial assistance, educational services, child care, therapy services, support groups, charity groups, and other services.
