Brain and Mind Centre, The University of Sydney, 88 Mallett Street, Camperdown, NSW, 2050, Australia.
InnoWell Pty Ltd, Shop 1-3/66-70 Parramatta Road, Camperdown, NSW, 2050, Australia.
BMC Health Serv Res. 2021 Jan 15;21(1):68. doi: 10.1186/s12913-021-06069-0.
Despite the widely acknowledged potential for health information technologies to improve the accessibility, quality and clinical safety of mental health care, implementation of such technologies in services is frequently unsuccessful due to varying consumer, health professional, and service-level factors. The objective of this co-design study was to use process mapping (i.e. service mapping) to illustrate the current consumer journey through primary mental health services, identify barriers to and facilitators of quality mental health care, and highlight potential points at which to integrate the technology-enabled solution to optimise the provision of care based on key service performance indicators.
Interactive, discussion-based workshops of up to six hours were conducted with representative stakeholders from each participating service, including health professionals, service managers and administrators from Open Arms - Veterans & Families Counselling Service (Sydney), a counselling service for veterans and their families, and five headspace centres in the North Coast Primary Health Network, primary youth mental health services. Service maps were drafted and refined in real time during the workshops. Through both group discussion and the use of post-it notes, participants worked together to evaluate performance indicators (e.g. safety) at each point in the consumer journey (e.g. intake) to indicate points of impact for the technology-enabled solution, reviewing and evaluating differing opinions in order to reach consensus.
Participants (n=84 across participating services) created service maps illustrating the current consumer journey through the respective services and highlighting barriers to and facilitators of quality mental health care. By consensus, the technology-enabled solution as facilitated by the InnoWell Platform was noted to enable the early identification of risk, reduce or eliminate lengthy intake processes, enable routine outcome monitoring to revise treatment plans in relation to consumer response, and serve as a personal data record for consumers, driving person-centred, coordinated care.
Service mapping was shown to be an effective methodology to understand the consumer's journey through a service and served to highlight how the co-designed technology-enabled solution can optimise service pathways to improve the accessibility, quality and clinical safety of care relative to key service performance indicators, facilitating the delivery of the right care.
尽管人们普遍认识到健康信息技术有可能改善心理健康服务的可及性、质量和临床安全性，但由于消费者、卫生专业人员和服务层面等各种因素的影响，这些技术在服务中的实施往往并不成功。本共同设计研究的目的是使用流程映射（即服务映射）来展示当前消费者在初级心理健康服务中的体验，确定优质心理健康护理的障碍和促进因素，并突出可以整合技术增强型解决方案以优化服务的潜在切入点，根据关键服务绩效指标来提供护理。
在每个参与服务的代表利益相关者（包括 Open Arms-Veterans & Families Counselling Service（悉尼）的卫生专业人员、服务经理和管理人员，该服务专为退伍军人及其家人提供咨询服务）和北海岸初级卫生网络的五个 headspace 中心（初级青年心理健康服务）中，进行了长达六个小时的互动、基于讨论的研讨会。在研讨会期间实时起草和完善服务地图。通过小组讨论和使用便利贴，参与者共同评估消费者旅程（例如摄入）中每个点的绩效指标（例如安全性），以确定技术增强型解决方案的影响点，审查和评估不同意见，以达成共识。
参与者（参与服务的人数为 84 人）创建了服务地图，展示了各自服务中消费者的当前体验，并突出了优质心理健康护理的障碍和促进因素。经一致认为，InnoWell 平台支持的技术增强型解决方案可实现早期风险识别，减少或消除冗长的摄入流程，使常规结果监测能够根据消费者的反应修订治疗计划，并为消费者提供个人数据记录，从而实现以患者为中心、协调一致的护理。
服务映射被证明是一种有效的方法，可以了解服务中消费者的体验，并且还突出了共同设计的技术增强型解决方案如何优化服务途径，以提高相对于关键服务绩效指标的可及性、质量和临床安全性，从而促进提供合适的护理。
