Healthcare
Caregivers
The Care Mindset
In most households one person handles everyone's healthcare: booking appointments, keeping records, collecting prescriptions, signing forms. Northwell's team called them the household's Chief Medical Officer. Health systems rarely design for them.
Organisation
Northwell Health, New York
When
Jan – May 2021
Role
Service Designer
Team
DPX x Parsons
The brief
Northwell asked us to look at data privacy, identity checks and moving between care settings.
The story that framed the project: one person managing care for a whole family. [TBD: check]
Reframing the challenge
In the research, the same person kept coming up behind all three topics: someone acting for others, with no clear rights, tools or support.
How might we help the people who manage care for their household, and the caregivers who support them? [TBD: your exact wording]
Questions we explored
[TBD: copy the shortlisted How Might We questions from the slides as a short numbered list]
Two concepts
For the household CMO
A patient app that lets one person manage care for the whole household, with the right permissions for each person.
Artefacts: Personas · Journey maps · Prototyping · Sample screens
For caregivers
A support system built around caregivers themselves, not just the patient.
Artefacts: Caregiver personas · Journey maps · Caregiver system
What we learned
[TBD: 3 or 4 short points from the Key Learnings slide]
What happened
[TBD: did Northwell take any of it forward? If not, say what the team handed over.]
Why I still think about it
European health systems are starting to share more patient data, and the question of who can act for a parent or a child is still messy. I'd like to work on it again.
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Working on a regulated service?
I’m always glad to compare notes with people in finance, healthcare or the public sector, especially if you’re working out where AI belongs.