Problem
The focus was found during brick & mortar observations and contextual inquiry investigating the pathway of the Day of Admission Surgery (DAS) at UPMC – Shadyside, and the construction of service models and blueprints. It involves standardizing service interactions in order to set consistent expectations during the family’s journey.

Approach
Initial concepts were generated through design charettes and then evaluated in terms of their cost and value. Iteration involved feedback from stakeholders and the final concept was was developed for staged implementation.

Solution
The Keep-in-Touch (KiT) Network provides awareness of the patient and family pathways for the day of surgery, as well as supporting communication between patients and their families during this time. This service fosters the personal relationship between UPMC – Shadyside and its patients and their family, which that reduces anxiety and discomfort during treatment and parallels its brand of high quality in medical care.

Collaborators
Lee Byron, Zoe Ouyang, Louisa Poythress, and Max Snyder. Advised by Shelley Evenson. In association with Jennifer Condel, Improvement Specialist at University of Pittsburgh – Shadyside.