Workshops for hospitals, health services and insurersThe clinician still owns the decision.
For clinical governance, the operators, and the people who want a tool in the building. Bring one workflow and the information that must not leave the record.
- Clinical governance in the room
- One workflow
- In person or remote
Healthcare
Health work splits into the record and everything else
A hospital, a health service or an insurer can want the same thing from a tool: less admin, faster drafts, fewer repeated questions. The line that matters is the clinical record and the patient information around it. Someone with clinical authority has to say what never goes into a public tool, and which non-clinical workflow is allowed to try an approved one.
South West Hospital and Health Service in Queensland put leaders through corporate innovation and a design sprint on the patient experience. The Children's Hospital Foundation ran a one day innovation course. NPS MedicineWise ran a one day rapid prototyping course so a cross-functional group could test product ideas sooner. Cochlear used design thinking with talent development, marketing, services and research. The problem was internal. Australian Unity, a private health insurer, ran a two day lean startup session to test policy ideas with customers. The Australian Association of Social Workers ran a customer experience workshop with their team. Those are the kinds of rooms we know. The links below are the workshops to book.
- South West Hospital and Health Service: leaders, a corporate innovation day, and a design sprint aimed at the patient experience.
- The Children's Hospital Foundation: a one day innovation course for staff.
- NPS MedicineWise: a one day rapid prototyping course for a cross-functional group.
- Cochlear: design thinking with talent development, marketing, services and research.
- Australian Unity: a two day lean startup session on private health insurance ideas, tested with customers. AASW: a customer experience workshop.
◆ Teams we have worked with ◆
Healthcare
What is in the way
Patient information in a public tool
A discharge summary, a referral or a benefits note is the obvious mistake. The smaller one is a free text complaint that still identifies a person. Both need a written ban.
A tool that starts making clinical calls
Drafting a letter is not choosing a treatment. The room has to say which decisions stay with a clinician, in the same sentence as the pilot.
An innovation day that never picks one workflow
South West generated a wide set of ideas on the patient experience. The useful follow up is one workflow with an owner.
Capability parked with the wrong people
Cochlear's design thinking room included talent, marketing, services and research because that was the problem. A clinical workflow needs the people who run it, plus clinical governance.
Workshops
Book the programme that matches the problem
AI governance
Write what patient and clinical information never enters a public tool, which non-clinical workflow may use an approved tool this quarter, and which clinical lead owns the page.
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AI training
Practise the allowed workflow with the people who do it. Admin, coding of a letter, a member enquiry at an insurer. Keep the banned information out of the exercise, on purpose.
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Critical thinking
A fluent clinical-sounding answer can be wrong. This is the workshop for the people who have to challenge it before it reaches a patient, a family or a member.
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Design thinking
South West used a design sprint on the patient experience. Cochlear used design thinking on talent and the teams around it. The Children's Hospital Foundation used an innovation course. Bring one problem. The method is on the design thinking page.
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Customer experience
AASW used a customer experience workshop on the experience members and customers actually have. Use it for a clinic's front door, a member call, or the support around a family, with the operators in the room.
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Lean startup and product sprint
NPS MedicineWise wanted to test product ideas before sinking a build. Australian Unity tested health insurance ideas with customers over two days. Use this when a new service is about to be funded.
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Productivity
Clinicians and operators lose hours to admin and meetings, then the clinical work stacks up. This session is about those hours, on the admin and the meetings around the clinical work.
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AI design sprints
Use a sprint when the idea is a new health service or a member offer and you need a thin test while the offer is still cheap to change.
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In the room
What the team should leave with
- The information that never enters a public or unapproved tool.
- One non-clinical workflow an approved tool may touch this quarter.
- The clinician or clinical governance lead who owns that page.
- The team who will practise the allowed workflow, and the workshop they are booked into.
Healthcare
Questions from this kind of team
Will you run this on identifiable patient information?
No. Bring a workflow and a scrubbed example, or an admin process that never needed the clinical record. The point of the day is to keep patient information where it already belongs.
Is this only for hospitals?
No. South West Hospital and Health Service is a public health service. The Children's Hospital Foundation is a charity. NPS MedicineWise works on how medicines and tests are used. Australian Unity is a private health insurer. AASW is a professional body. Cochlear's session was internal talent and product teams. Say which of those you are.
Who has to be in the room?
The people who do the workflow, and a clinical governance lead if any patient information is in scope. An innovation team alone can draft a principle. It cannot own a clinical decision.
In person or remote?
Both. A clinical leadership group that can spare one day in the building should take the room. A distributed insurer or foundation can run it remotely.
Industries
Other industries
Legal
For partners, professional development and the lawyers who will use a tool on Monday. The session is built around a matter type you bring, and the rule for what may leave the file.
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Financial services
For risk, learning and the people on the desk. Bring one workflow, the customer data it touches, and the person who is allowed to approve a tool.
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Government
For the executive who owns a service, the team who runs it, and the person who answers for information. Bring one resident service and the rule you already have.
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Real estate
For asset, leasing and the people who brief the board. Bring one portfolio problem and the information in the lease file that a tool should not see.
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Tell us the workflow and who can say no.
Name the team, the constraint, and whether you want the room or a remote session. We will tell you which workshop fits.