Don’t worry, it’s not about fire. But there is a kind of emergency.
I work in a hospital as a researcher product development healthcare. I observe the work of nurses and their use of products. When mismatches between product and nurse (in context) are observed, and no better product is available in the market, we can start developing services and products.
But I (or ‘we as the hospital’) don’t sell or manufacture products. So I need companies to support our ideas with their specific knowledge and I try to support companies in the contact with nurses. Even with more than 2000 nurses in ‘our house’, it’s still a challenge. What is the best way to get them involved in product development?
Case 1: A company in ICT services wanted to review their ideas for new solutions. Could I get them in contact with 1 or 2 nurses for a 1 hour session? Sounded so easy. And after several emails and some rejections I found 1 nurse manager and 1 senior nurse willing to participate.
Then I got a cancellation. A colleague had fire safety training, so already one of the nurses would be of the unit at that time. I responded: “Patient care and fire have priority over product development.” Although it sounded a bit funny, it’s a confirmation also for me that product development is not part of their work.
But the nurse did come for part of the appointment! The company got relevant insights, so now I hope for new interesting solutions.
Case 2: During a research for developing a better product a nurse told me her ideas, frustrations and questions on tube feeding. I asked her if she would tell this to companies involved. She expected that these companies probably would not listen.
I sent an invitation. I got an immediate positive reaction and the invitation was accepted by 3 developers and an account manager.
And again I emailed many nurse managers who were involved in my project, our nursing advisory board was contacted. I visited nursing units, where I got many positive reactions on the coming of this company. One nurse even took me to their stock room where I was shown what the frustrations with some items were.
And then the appointment was there. The developers came, some of my students were there and one nurse. That’s it. I expected more. Like 3 or 4. So was I disappointed? Yes and no.
Yes: if we want to develop better products which will support and enhance the way nurses work, we NEED nurses. Not just one, once. We need a constant feedback loop on what they do, what they need, what we can observe, how we can change work processes and products.
No: This nurse gave much information on the products, on the way they work, on their wishes, etc. We heard information that surprised us, that supported our views. The discussion lead to interesting insights in the vision of companies. The companies gave information on products that are already on the market, but not yet on this department. And we are left with some interesting product-use puzzles.
The question still is: how are we going to involve these nurses? If we have over 20 departments which focuses on different pathology with their own work processes and focus, how do we get a good representation of this target group?
At least for now: one at a time!
Posted on January 11, 2017 on the ‘Design for Nurses’-blog