Healthcare professionals face the dual challenge of delivering exceptional care while navigating complex systems. This results in disconnected care, which prevents patients, providers and community resources from collaborating effectively to deliver efficient and high-quality care.
The path forward lies in user-centric design. By prioritizing the needs of end users, this approach ensures that technology and systems are built with real-world users in mind to foster better communication and collaboration among healthcare providers and improve patient outcomes.
In Digital Health Canada’s webinar, User-Centric Design as a Key Driver in Bridging Disconnected Care, Calian Digital Health Director Tazmin Leipsig led a fireside chat with Product Manager Deanna Brasnett on how user-focused innovation can transform healthcare delivery. Read on for the key takeaways.
The impacts of disconnected care
Healthcare environments are among the most complex operating systems of any industry, with physicians, clinicians, and providers often having to navigate a maze of misaligned workflows and disconnected systems—all while prioritizing patient safety and delivering high-quality care. Brasnett, a former frontline worker, discussed a common challenge: incomplete medication records.
“Patients would often say, ‘It’s small, it’s white, it’s round,’ when asked about their medications,” she explained. “Without integrated data, providers are left guessing, leading to errors and suboptimal outcomes. If that data were shared seamlessly across systems, we could ask more informed questions like, ‘Are you still taking medication X?’”
Patients expect their records to be universally accessible, but isolated systems prevent seamless transitions between providers. This highlights the urgent need for integrated, connected care solutions.
The case for user-centric design in connecting care
User-centric design prioritizes end users by leveraging interoperable technologies and designing with the user in mind. Instead of one-size-fits-all solutions, it applies principles such as empathy, collaboration, and iterative feedback to tailor tools and processes to real-world scenarios. From enhancing electronic health records (EHRs) to optimizing scheduling apps, this approach ensures technology enables, rather than hinders, healthcare delivery by care teams.
Benefits for providers
- Streamlined processes: Brasnett’s approach involves mapping clinical workflows with staff to identify inefficiencies and implement quick improvements.
- Improved communication: Better-designed systems foster seamless communication, enhancing collaboration and decision-making.
- Job satisfaction: Technology tailored to users’ needs reduces frustration, increasing on-the-job productivity and morale.
Benefits for patients
- Better outcomes: Patients experience fewer errors and receive more coordinated care from providers who have timely access to their data.
- Patient empowerment: Accessible health data empowers patients to better understand and be in control of their care.
Brasnett shared an example of an elderly patient with mobility issues, identified as nutritionally at-risk, who was quickly connected to a Meals-on-Wheels program through an integrated system. “This is a great example of how integrating hospital data with community resources can directly enhance a patient’s quality of life,” she said.
Tackling complex workflows with user-centric design
For organizations with disconnected systems, user-centric design provides a roadmap for improvement. Brasnett outlined key strategies she employs to incorporate user-centric design:
- Collaborate with frontline users
“End users know the inefficiencies best, and they often create workarounds when systems don’t meet their needs” Brasnett said. She recounted a project where technical experts initially only identified 10 steps in their workflow, but after consulting staff, they discovered an additional 34 steps that had been created as workarounds. - By involving users early in the process to uncover pain points and operational blind spots, organizations can uncover meaningful insights that lead to practical and adoptable solutions.
- Transition incrementally
Avoid overwhelming staff with large-scale changes. “Introducing too many changes at once can be overwhelming,” Brasnett said. She recommends breaking workflows into phases and beginning with small, manageable improvements to build confidence and ensure successful adoption. - Iterate through feedback
Brasnett emphasized the importance of continuous dialogue with users throughout implementation. “If they love something, find something difficult, or want better results, I want to hear directly from them.”
User-centric design is an ongoing process that requires continuous evaluation to remain effective and aligned with real-world needs, so Brasnett recommends regularly assessing solutions by collecting diverse perspectives in addition to measuring impact with key performance indicators.
Overcoming barriers to adoption
Leipsig and Brasnett discussed common barriers to implementing user-centric design and how to address them:
- Resistance to change: Recognizing that “humans are creatures of habit,” Brasnett recommends identifying change champions that can help demonstrate benefits to foster buy-in and ease transitions.
- Lack of user engagement: Involve team members early and allocate additional training and support resources to reduce strain and build enthusiasm. You can also drive internal momentum through quick wins, such as improvements in appointment workflows that immediately enhance experiences.
- No ‘one-size-fits-all’ solution: No single system can perfectly address the diverse needs of every organization, team or user. Strategic integrations that can adapt to evolving needs can provide flexibility while ensuring compliance with industry standards.
- Lack of data sharing agreements: Organizations must prioritize establishing robust frameworks that protect privacy while facilitating shared access to vital data to enable truly connected care. “Data doesn’t lie,” Brasnett said. “It provides clear insights into healthcare quality, resource allocation and patient care improvements.”
The role of technology in connected care
User-centric design that is enabled by technology is crucial for healthcare providers navigating a complex landscape that increasingly prioritizes proactive and targeted interventions. Brasnett highlighted the role of AI, predictive analytics, and interoperability platforms like Calian® Corolar™ in transforming healthcare by turning vast amounts of unstructured data into fast, actionable insights. Shared data frameworks are also enhancing care continuity, with connected solutions like Corolar Virtual Care demonstrating how interoperability and user-focused design can create a more cohesive and efficient healthcare ecosystem.
One particularly exciting application of AI that Brasnett discussed is in preventative healthcare. By analyzing lifestyle trends, personal history, and genetic data, AI can help predict health risks before conditions develop. However, Brasnett stressed that humanizing technology is key—without user input, even the most advanced systems may fall short.
Paving the way for user-centric healthcare
User-centric design is transforming healthcare by improving care delivery, patient experiences, and data utilization. By prioritizing user needs and integrating solutions into real workflows, organizations can break down silos and foster a truly connected healthcare system.
For organizations looking to establish connected care, take inspiration from Brasnett’s approach—invest in understanding user needs, start small, and grow collaboratively. Solutions that engage stakeholders, empower patients, and bridge data gaps are critical to building the future of healthcare.
Ready to take the next step? Visit the Corolar page to see how Calian’s interoperability platform is enabling organizations to streamline patient care or contact us to start your connected care transformation.
Are you a Digital Health Canada member? View the full conversation with Deanna and Tazmin on-demand in the community. View the full conversation
