Table 5 A system architecture for HNC communication system
Solution | HNC treatment journey map | Cancer survivor stories | Consent form redesign and surgical illustrations | Non-verbal communication toolkit |
|---|---|---|---|---|
Goal | Comprehensive information delivery and easy access to care information | Emotional support to relieve negative feelings | Information visualization to better understand the content of information | A non-verbal communication tool to support prompt active expression of needs |
Structure (Requirements) | -The necessity for diagnostic tests -The content and flow of the entire treatment process -Precautions before surgery -Care plan after surgery -Management of rehabilitation after discharge | -Personas (representative patient types) -Patient’s typical physical symptoms and emotional states - Procedures at each stage of the treatment journey - Medical staff's explanation of the treatment process and methods - What patients need for emotional support -Cancer survivor storyboard for patients | - Different colors according to the hierarchy of information - Additional explanations for medical terminology in lay terms - Surgical illustrations to explain treatment methods and sites for surgery - Key points underlined and highlighted in bold - Improved readability using larger fonts and increased line spacing - Illustration of surgical procedures expressed simply | - Booklet or app - Patient’s requirements during hospitalization categorized - A combination of simple language, and images and symbols that reflect emotions - Material available in multiple languages |
Process (Actions) | (Stage 1) Provide information about cancer and overview of treatment procedures (Stage 2) Introduce comprehensive information about the treatment journey (Stage 3) Give information on surgical methods, precautions, and care plans (Stage 4) Explain postoperative progress, pain management, and rehabilitation (Stage 5) Provide information on post-discharge self-care, and psychological and social support | (Stage 1) Introduce network for sharing personal feelings and empathy (Stage 2) Provide indirect experience of the treatment journey using personas (Stage 3) Evoke empathy from others by sharing personal anxiety about surgery (Stage 4) Share personal experience of pain, complications, and concerns about the recovery period (Stage 5) Share difficulties in self-management, rehabilitation, and survival stories for encouragement | (Stage 2-3) Use simplified visual images of surgical sites and procedures (Stage 3) Use of consent form with abbreviated key contents and important items emphasized | (Stage 4) Provision of non-verbal communication tool combining images and keywords |
Outcome (End results) | - Acquisition of reliable and accurate information - Increased work efficiency and reduced workload for doctors due to reduction of repetitive explanations | - Reduction of patient’s anxiety - Strengthening of emotional support through empathy between people with similar experiences - Making a quick and positive decision for treatment based on trust between doctor and patient | - Improved patient understanding of treatment - A more positive attitude toward treatment from patients | - Patients willing to communicate quickly and actively - Rapid and appropriate response by doctors to patient needs - Positive interaction between patients and medical staff |