Table 4 Development process of the four solutions for effective information delivery and improvements in communicating with HNC patients’
Core needs | Service FPs | HMW | Design ideas | Solutions |
|---|---|---|---|---|
Core Need 1. Comprehensive information delivery and easy access to care information | Absence of reliable information at each stage of the treatment journey (Stages 1–5) | How can patients conveniently access reliable, comprehensive HNC information anytime, anywhere? | -Provide information on diagnostic tests, treatment methods and process, and postoperative conditions at each stage of the treatment journey on the patient journey map -By identifying the patient’s emotional curve along the journey, encourage patients to prepare for the journey in advance -Connect scattered information on a website accessible through a QR code embedded in the journey map -Connect to external institutions other than hospitals that provide medical information | Solution 1. HNC treatment journey map |
Core Need 2. Emotional support to relieve negative feelings | Fear of cancer and psychological anxiety after cancer diagnosis (Stages 2–5) | How can patients reduce their anxiety about death and the treatment process? | -Provide stories about patients after receiving a cancer diagnosis -Provide representative patient types for indirect experience -Connection with specialized institutions to overcome cancer patients’ anxiety | Solution 2. Cancer survivor stories |
Core Need 3. Information visualization to better understand the contents | Need to improve delivery of information on HNC treatment methods that are difficult to understand (Stages 2–3) | How can patients easily understand explanations about treatments? | -Hierarchical arrangement and notation of surgical procedures to help patients understand -Utilize human body illustrations and models that are easy to understand -Redesign the consent form for surgery considering the characteristics of older adult patients | Solution 3. Redesign consent form and use visual Surgical illustrations |
Core Need 4. A non-verbal communication tool to support active and prompt needs expression | Difficulties in direct communication due to discomfort and problems with pronunciation and vocalization after surgery (Stage 4) | How can patients quickly convey their opinions and needs to the medical staff without using verbal communication? | -Provide a communication toolkit using frequently used words and sentences for patients in hospital -Guidance on communication channels (inquiries, phone, fax, etc.) where patients can receive immediate feedback | Solution 4. Non-verbal communication toolkit |