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City of Cape Town clinic staff use design thinking to improve patient service

02 August 2017   (0 Comments)
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Three City of Cape Town Clinics have been participating in a #cocreateSA Service Design in Health Project over the last 18 months. The service design pilot project, a legacy of the 2014 World Design Capital was aimed at improving patient service at city health care facilities.  Clinic Staff from Albow Gardens in Milnerton, Town 2 in Khayelitsha and Wallacedene Clinic in Kraaifontein were taken through a co-design process to identify and actively work together with facilitators to co-create solutions to the complex issues faced on a daily basis. The project was run in partnership with the Kingdom of the Netherlands in South Africa and the City of Cape Town.

Facilitators from the CDI and the Design Thinkers Academy aimed to demonstrate the value of using ‘design thinking’ as the grounding methodology for the facilitation of improved staff communication and collaboration. The achievements of the project were showcased and celebrated.

“It was really refreshing to be able to have your voice heard and not have it be a top-down decision,” said Dianne Abrahams, Clinical Medical Officer at Albow Gardens Clinic.

“We don’t always need new things. With the things that you have on hand, you can do a lot with. You can bring changes, you can be the change,”  stated Shaaziya Fakier, Professional Nurse at Wallacedene Clinic.

“It created a platform for our thought-processes to actually think: I’m not just here to work, I must make improvements in my workplace,” said Bonging Mani, Professional Nurse at Town II Clinic.

As a continuation of the project, the City’s Health Directorate will contemplate methods in which to spread and replicate the learnings of this design-led approach to their network of clinics and other healthcare facilities.

“With more than 100 clinics located in communities across the Metro, as well as a number of mobile and satellite clinics,
we’d like this to become a sustainable way of, delivering healthcare services to those who need it most,” said Lisa Parkes, Human Capital Development Programme Manager at the CDI.

 

“The success of this project lies in its ability to bring staff together and find new ways to listen, communicate and solve challenges faced on a daily basis,” said Bonnie Horbach, Netherlands Consul General.

Looking for ways to improve patient experiences encourages one to develop and improve patient-staff experiences - it all starts with striving for quality amid targets,” stated Robert Bloom, Founder and Managing Partner at DesignThinkers Group South Africa. 

This initiative forms part of the City’s shift to a more customer centric approach being driven at a systemic level.

The achievements of the project were showcased at the close out event earlier this month at the Bloemhof Conference Centre in Bellville. The event was attended by the Netherlands Consul General Bonnie Horbach and Councillor Nqavashe, Chairperson of the City of Cape Town’s Safety and Social Services Transversal Committee. The event also formally acknowledged those involved in leading this initiative within the City of Cape Town’s Health Directorate which is currently headed by Dr Waarisa Fareed and falls within the Social Services Division directed by Ernst Sass.

The Craft and Design Institute (CDI) facilitated the sourcing of the handmade trophies that were awarded to the clinics to acknowledge their participation in the project.

 

For more details about the user-centred research process, visit the #cocreateSA website to watch the full video as the participants from the various clinics were interviewed.

 



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