Ms Katrine Nehyba1, Ms Kate Fraser1
1Fiona Stanley Fremantle Hospitals Group, Murdoch, Australia
Biography:
Katrine works in the Allied Health Education team at Fiona Stanley Hospital. She has a Masters in Health Professions Education and is a Fellow of the Higher Education Academy. She has a background in physiotherapy and has worked in Allied Health Education for ten years.
Abstract:
Design Thinking is a human-centred approach to problem solving and service improvement. We applied the Double Diamond Framework to understand the experience of new allied health (AH) staff who are onboarding & orienting to the organisation; and to identify and deliver solutions to improve their satisfaction with this experience. Data collection (the Discover Phase) occurred between May and September 2024. Sixty-eight (68) staff commenced in that timeframe. Data was pulled from a New Starter database (n = 32, 47%); a survey was sent to 60 staff who attended Hospital Induction (n = 29, 48%), and semi-structured interviews were conducted until data saturation was reached. In the Define Phase this information was used to develop 1) a Persona Card representing AH new starters: 'Savvy Sarah' is new to WA Health, digitally literate, proactive and enthusiastic but frustrated with inefficiencies and repetition; 2) a Journey Map illustrating the relationship new staff have with the organisation over four phases of onboarding and orientation: Pre-Start; Day One: Hospital Induction Day and Settling In; and 3) a Fishbone Diagram to identify causes and sub-causes for lower levels of satisfaction. After consumer and stakeholder consultation (the Develop Phase), Hospital Induction Day was chosen as the first area for improvement. Change ideas were implemented (the Deliver Phase) and tested via repeated PDSA cycles. Preliminary results indicate an upward trend in staff satisfaction. The Double Diamond Framework has been effective at focusing the consumer voice at the centre of this quality improvement project and progressing towards successful outcomes.