Sydney Children's Hospitals Network: My Health Memory
Creating a patient-centric digital care platform.
Problem
Problem
Problem
The Sydney Children’s Hospitals Network (SCHN) is the largest paediatric health care entity in Australia, driven to help children and young people live their healthiest lives possible.
SCHN had identified a need for a digital solution to connect the dots between every member of a care team from patients and carers to hospitals, Local Health Districts, Allied Health and beyond. A challenge amplified for parents and carers of chronic and complex children with multiple records, appointments, and constantly changing sources of data.
The Sydney Children’s Hospitals Network (SCHN) is the largest paediatric health care entity in Australia, driven to help children and young people live their healthiest lives possible.
SCHN had identified a need for a digital solution to connect the dots between every member of a care team from patients and carers to hospitals, Local Health Districts, Allied Health and beyond. A challenge amplified for parents and carers of chronic and complex children with multiple records, appointments, and constantly changing sources of data.
The Sydney Children’s Hospitals Network (SCHN) is the largest paediatric health care entity in Australia, driven to help children and young people live their healthiest lives possible.
SCHN had identified a need for a digital solution to connect the dots between every member of a care team from patients and carers to hospitals, Local Health Districts, Allied Health and beyond. A challenge amplified for parents and carers of chronic and complex children with multiple records, appointments, and constantly changing sources of data.
The final My Health Memory App.
Putting the patient at the heart of an integrated care ecosystem.
Reframe
Reframe
Deep empathy was key to understanding the pressures, pain points, obstacles, and needs in a real-world context. We spent over 35 hours with 11 families, meeting them at hospitals around Sydney, attending medical appointments and visiting their homes to truly immerse ourselves in their world.
This deep-dive approach helped us uncover nuanced challenges, requirements and rules of engagement for the final app experience, which would have otherwise been overlooked.
It highlighted the importance of flexibility - recognising that each individual patient and family not only had their own unique needs, but personal priorities and goals that were just as important in integrating into their clinical care ecosystem.
Deep empathy was key to understanding the pressures, pain points, obstacles, and needs in a real-world context. We spent over 35 hours with 11 families, meeting them at hospitals around Sydney, attending medical appointments and visiting their homes to truly immerse ourselves in their world.
This deep-dive approach helped us uncover nuanced challenges, requirements and rules of engagement for the final app experience, which would have otherwise been overlooked.
It highlighted the importance of flexibility - recognising that each individual patient and family not only had their own unique needs, but personal priorities and goals that were just as important in integrating into their clinical care ecosystem.
Deep empathy was key to understanding the pressures, pain points, obstacles, and needs in a real-world context. We spent over 35 hours with 11 families, meeting them at hospitals around Sydney, attending medical appointments and visiting their homes to truly immerse ourselves in their world.
This deep-dive approach helped us uncover nuanced challenges, requirements and rules of engagement for the final app experience, which would have otherwise been overlooked.
It highlighted the importance of flexibility - recognising that each individual patient and family not only had their own unique needs, but personal priorities and goals that were just as important in integrating into their clinical care ecosystem.
[Before] A concept sketch of the My Health Memory app, used for consumer research. [After] The final app in use.
Solution
Solution
MyHealthMemory (MHM) is a digital app that improves patient care by enhancing communication among care teams. It allows patients to organise appointments and hospital documents in one place, as well as store their own health information.
Our real-world learnings from patient and carer engagements were translated into a robust set of tools and frameworks:
Personas, universal insights and key themes representing the needs, expectations and challenges of individual patient and carer profiles.
Comprehensively mapped user journeys, full executional guidelines, design specifications and product roadmap to guide final app development.
MyHealthMemory (MHM) is a digital app that improves patient care by enhancing communication among care teams. It allows patients to organise appointments and hospital documents in one place, as well as store their own health information.
Our real-world learnings from patient and carer engagements were translated into a robust set of tools and frameworks:
Personas, universal insights and key themes representing the needs, expectations and challenges of individual patient and carer profiles.
Comprehensively mapped user journeys, full executional guidelines, design specifications and product roadmap to guide final app development.
MyHealthMemory (MHM) is a digital app that improves patient care by enhancing communication among care teams. It allows patients to organise appointments and hospital documents in one place, as well as store their own health information.
Our real-world learnings from patient and carer engagements were translated into a robust set of tools and frameworks:
Personas, universal insights and key themes representing the needs, expectations and challenges of individual patient and carer profiles.
Comprehensively mapped user journeys, full executional guidelines, design specifications and product roadmap to guide final app development.
80%
of eligible patients registered
from trial group.
80%
of eligible patients registered
from trial group.
80%
94.9%
of app users rated MHM as useful
in the care of their child.
94.9%
of app users rated MHM as useful
in the care of their child.
80%
of eligible patients registered
from trial group.
94.9%
of app users rated MHM as useful
in the care of their child.
Awards
Winner of the engage your patients award
Microsoft Health Innovation Awards 2018 Winner.
Awards
Winner of the engage your patients award
Microsoft Health Innovation Awards 2018 Winner.
Awards
Winner of the engage your patients award
Microsoft Health Innovation Awards 2018 Winner.
Impact
Impact
Removing stress for thousands of families and children by improving patient care for chronic and complex children when they would need it most. The application streamlines processes for care professionals, saving hours of administrative time.
Our patient-driven approach has been recognised internationally, winning the “Engage Your Patients” category at the 2018 Microsoft Health Innovation Awards, announced at the HIMSS18 conference in Las Vegas.
Removing stress for thousands of families and children by improving patient care for chronic and complex children when they would need it most. The application streamlines processes for care professionals, saving hours of administrative time.
Our patient-driven approach has been recognised internationally, winning the “Engage Your Patients” category at the 2018 Microsoft Health Innovation Awards, announced at the HIMSS18 conference in Las Vegas.
Removing stress for thousands of families and children by improving patient care for chronic and complex children when they would need it most. The application streamlines processes for care professionals, saving hours of administrative time.
Our patient-driven approach has been recognised internationally, winning the “Engage Your Patients” category at the 2018 Microsoft Health Innovation Awards, announced at the HIMSS18 conference in Las Vegas.
"We started talking to patients and families about what they really wanted from us. This feedback and other patient-centred considerations led us down a more visionary path where patients and families would be the centre of their healthcare communications and decision-making. We called this the “Memory Strategy” – it’s a shared memory of care for life, for providers and for patients."
"We started talking to patients and families about what they really wanted from us. This feedback and other patient-centred considerations led us down a more visionary path where patients and families would be the centre of their healthcare communications and decision-making. We called this the “Memory Strategy” – it’s a shared memory of care for life, for providers and for patients."
Cheryl McCullagh, Director of Clinical Integration at the Sydney Children’s Hospitals Network (SCHN)
Cheryl McCullagh, Director of Clinical Integration at the Sydney Children’s Hospitals Network (SCHN)
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