A human centered design approach: utilizing family voice to drive practice transformation in Boston medical center’s pediatric practice of the future
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Abstract
Pediatric primary care is the first line of defense when it comes to the health and wellbeing of a child. During the first few years of life, outside of the patient’s family, primary care is the most consistent provision of care and developmental screening for families. To address the current needs of patients, The Center for the Urban Child, and Healthy Family at Boston Medical Center (BMC) developed a new model of care using Human Centered Design methods to promote an equitable health system. The main objective of this study is to explore ways to optimize care provided at BMC by utilizing family feedback and implementing changes accordingly in the care design for the Practice of the Future (POF) clinic. This quality improvement research data was used to analyze the core drivers of family well-being: economic wellbeing, school readiness, health equity, and integrated care. Additionally, qualitative feedback was elicited from families through surveys regarding the care they receive from the POF clinic. The results indicated that parents were overall satisfied with the care they receive and have few concerns about their encounters with providers and staff regarding racial and health equity and care integration. Many of our POF families have a higher prevalence of financial distress and low financial well-being compared to the national sample on the IFDW scale. We found different results using the CFPB scale. The POF clinic is building systems to present the results to the families in a way that ensures that their priorities are at the center of the model and that their comments are leading to improvements to model of care.