Engaging patients, caregivers, frontline teams, navigators, pharmacists, IT partners, and leaders early enough that implementation reflects both the lived experience of care and the realities of delivering it.
Designing With the People Who Do the Work
In my experience, implementation goes wrong in the gap between how a program is designed and how care is actually delivered. Closing that gap means involving the people who do the work while the design is still open to change.
In this work I bring patients, caregivers, frontline teams, navigators, pharmacists, IT partners, and leaders into the design early. Each group sees a different part of the problem. Patients and caregivers describe what it is like to report a symptom at home and wait for a reply. Frontline staff describe where the day already has no room. IT partners describe what the platform can support without heroics. Leaders describe what can be staffed and sustained.
The design that emerges from those conversations is rarely the one any single group would have drawn alone. It is usually simpler, and it is built to fit a real clinic day.