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Aaron Cheang & Michelle Pickrell

Aaron Cheang & Michelle Pickrell

How UX helped NSW Health respond to COVID-19 - Hear case studies of how rapid research, iteration and redesign helped NSW Health utilise and deploy technology in the ever-changing requirements of a global pandemic.

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uxaustralia
PRO

August 25, 2021
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . www captionslive com au | captionslive outlook com | UX A a ia UX A a ia 2021 Da 2 Wed e da , 25 A g 2021 Ca i ned b : T ac Ball
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 60 e enj able bjec f me and I h e can ake me hing ni e a a f m i . The e i a QR c de f m he link ee he e if an cha f he ab de ign em m backg nd. Thank e m ch and enj an inc edible eek. STEVE BATY: Thank . I a i ed ee he i- ickle a an end in . I a e ec ing a ack bike me hing. S me f ae TT bike. JOSH THOMPSON: I hink i i he afe m de i h he e a able - STEVE BATY: Ye . I did - I did ee ha . I a ead f he - kn he flai e b I ge i . Thank . Tha a a e me. JOSH THOMPSON: N ie . Thank . STEVE BATY: The ne e en a i n i f m E in and Michelle. Thei ic i a ing li e and making a diffe ence hich i a nice a f a da . Aa n and Michelle ill be j ining m men a il . MICHELLE PICKRELL: Thank STEVE BATY: I can hea b h e . AARON CHEANG: Thank . We an ha e h e e e ience i making a diffe ence be een Ne S h Wale heal h and e eciall in he mid f a nce in a 100 ea h ef ll gl bal andemic. The e ha been l f alk da and e e da ab d ing me hing meaningf l i h e e e ience. S e h e ha hi alk fi in ell. The aim f
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 61 hi alk eall i hel eflec n n e e e ience ac ice, and h gani a i n k and h h e fi ge he . S j a li le bi ab . S I' e been king in he e e e ience field f e 20 ea , in a ange f lace f c n l ancie , I en ime a eBa in he UK, ked a G gle f 10 ea and hen a - and n a Ne S h Wale Heal h. C en l ha I'm ing d i b ild a facili he e e can d fake ing and im la i n i hin heal hca e e le d n' die hen e d e n hem. Think f i a a fake h i al. MICHELLE PICKRELL: S ch a c l jec . I'm Michelle he ac ing eni manage f he h man cen ed de ign eam a eHeal h. I ha e ecen l a ed managing he ama ing eam ha Aa n ha been b ilding e he la ea . I ha e ked in UX f alm 10 ea and al ecen l fini hed m PhD hich f c ed n he de ign f in e ac i e e i men f ke a ien . AARON CHEANG: Y can call he D Michelle he l e i . One f he c lleag e in hi he eam, hen he a a child he aid he m m, hen I g I an be a ee. And he m m f a a bi e le ed. B I an a hi alk i h a fi h. In man en e king i hin e e e ience i hin heal hca e i a bi like hi fi h. Thi i an Anable li e in S h Ame ica, i g ab 30cm l ng ab 1 f , f Ame ican f iend and ha i d e i im al ng he face f he a e . N , he ni e hing ab hi fi h i ha i ha f e e . Reall i ' g e e b i i li in ec i n each. And a f he e e l k ab e he face f he a e , and a f he e e l k bel he face f he a e . I im al ng and
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 62 hei e e all i l k f f d and eda ha migh c me a i b h ab e and bel he face f he a e . In man en e hi fi h i imila k i hin heal h. The gene al blic like m f ee ha ' ha ening ab e he face, f m he ide, ee hing like he COVID n mbe , he accina i n a e he hing , he e c nfe ence and ha ' in he ne a e . B a he UX eam e ha e a ni e le he e e ge ee n j ha ' n he ide ab e he face, b e al ge ee ha ' bel he face. Wha ' ha ening behind he cene . And hi alk i a li le bi f a na h in k. Gi ing a ie bel he face and h ef ll a g ea e a ecia i n f he k ha ' ha ening. Wha e ill d i e en ca e die b he migh eem dina beca e e a e ing fai l anda d e e e ience echni e . And in man a he a e. S ha e an d i h h e e he e echni e n dge a e la ge gani a i n ad diffe en ac ice in he middle f a gl bal andemic. S in da ' age, e end e l and d c i h man a like hi . M e fa and b eak hing . Tha a Faceb k' de el e m in he fi 10 ea f i e i ence. The e digi al di e like Ube and Ai bnb ha a e f en in i ed and hei hil h i a k f f gi ene and n e mi i n and he m e in ma ke and egmen and ind ie and hen he make ma i e change and f ce legi la c me in af e a d acc mm da e hei ne e ice and diffe en b ine m del . N , i ' in e e ing ha af e 10 ea f e a i n, Faceb k changed i de el e m m e fa , i h able inf a. And in man en e hi alk i a li le bi ab h e e ing m e fa b i h able inf a c e, beca e e can' j b eak hing i hin heal hca e. O he i e e le die, and a ien ge ha med.
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 63 MICHELLE PICKRELL: The alk i b ken in h ee main a ea . T a i h, e ld like ha e i h me f he c n e f Ne S h Wale heal hie e he cene and ha e me f he c n ain e i h king i hin. We ill e en h ee ca e I die . The fi f c ing n he e en i n f COVID h gh he accina i n g am and he ec nd ill l k a he clinical managemen f COVID-19. U ing em e h me m ni ing a ell a de igning f infec i n c n l mea e in h i al . S a ff i h, le gi e a bi f backg nd ab he Ne S h Wale Heal h em. The heal h land ca e i inc edibl c m le i h l f diffe en le el f g e nmen . A ell a i a e ec and NGO in l ed. N , he main a ea f g e nmen a e fede al and a e. N , fede al and m ni ing ima heal hca e, incl ding GP , ge ie and ha macie , he al eg la e he medicine and a babl kn , a e e n ible f b ing accine f imm ni a i n. N S a e G e nmen i e n e f managing all f h i al . Deli e ing e en i n e ice ch a imm ni a i n, a ell a ffe ing c mm ni ie and eme genc e ice . B like m hing i i n' j a c and d di i i n f e n ibili ie . And he e a e l f ha ed e n ibili ie incl ding e nding na al heal h eme gencie ch a hi andemic. N , Ne S h Wale Heal h ha 15 l cal heal h di ic and eciali ne k . Each l cal heal h di ic hich efe a LHD beca e f c e e l e a g d ac n m e a e he h i al , and ide heal h e ice c mm ni ie i hin he ge g a hical a ea h n n he lide. The eciali ne k d he ame, e ce he ac he a e, f e am le, j ice heal h e le h
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 64 a e inca ce a ed acce heal hca e. N , in Ne S h Wale he LHD and eciali ne k a e all diffe en a n m gani a i n . And he im lica i n f hi i ha a e ide em a en' ad ed nif ml , and licie and g e nance a e all managed a ha l cal le el. N , each LHD e hei n echn l g , hich make i e ha d f a de igne if each f h e diffe en em i c m le el diffe en . N , an e am le f hi , i he elec nic medical ec d. Whe e clinician i e hei clinical n e ab a a ien . S , imagine ' e a a ien and li e cl e he b de f diffe en l cal heal h di ic . Y migh g ne h i al, ge ea men , and all clinical n e ge i en in he elec nic medical ec d. Sa hen h ee m n h la e , g an he h i al, hich ha en be in a diffe en LHD. The ec nd h i al likel n' ha e he clinical n e ab fi i i . Beca e he a e l ca ed in a diffe en LHD, and he ef e ha e a c m le e diffe en elec nic medical ec d. S can babl imagine ha hi i n' an ideal l i n hen deli e ing heal hca e. N , in addi i n he L had. D he e' a e man a e heal h gani a i n ha e e diffe en e and ha e diffe en f c a ea . S f e am le, a eHeal h k n all he echn l g , f m he elec nic medical ec d f clinical k, in e nal em , ch a a ll, e ing and ec i men , a ell a l hich a ien can e ide feedback ab hei e e ience in h i al. Heal h ha e he l k a he cha e f all he e nal ec i e e i men , he PPE. A ell a he ca e ing and la nd f all he h i al a nd he a e. And a h l g manage all f accine . S hen l king a he COVID e n e, can ee h man diffe en gani a i n need be king in alignmen and a ming n he managemen f he i a i n.
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 65 N , he e a e a diffe ence in he land ca e and la i n in diffe en a ea f he a e f Ne S h Wale . And hi e l in a diffe ence and c m le i ie in he e a i n e ha e c n ide . S f e am le, R al N h Sh e H i al can ee a he a 713 bed a ell a i n heli ad hich I hink i eall c l. Image a he b m i a h i al I i i ed in Na amine a c le f h a a f m D bb and i i eall mall and j ha 12 bed . A can imagine accina ing me ne in egi nal al Ne S h Wale i eall diffe en me S dne a i managing a COVID-19 b eak. N , hen hinking ab he e le ha e e e. Ne S h Wale ca e f a h gel di e e c mm ni . 25% f e le a e li ing in Ne S h Wale a e in h e egi nal em e a ea . 2.9%, iden if a Ab iginal T e S ai I lande . And 26.5% li e in a h eh ld he e a n n-Engli h lang age i ken. S i i n' a im le i a i n he e he ame de ign migh k f m f e . And i ' al a la ge cale and c ll c m le em. The fac he e a e alm 1 milli n call f an amb lance in a ingle ea and 18,000 e le in h i al m nigh h ing he ma i e e a e king i h. On f hi he e i man en ial i e ha a a ien can c me h i al i h. S a an indi id al di ea e le el, he e a e e 68,000 diffe en diagn i , i h a ni e e f m m and a ni e a f ea ing managing hem. AARON CHEANG: Y d n' an D Michelle diagn ing . MICHELLE PICKRELL: Y defini el d n' . Whe he e alk ab he end end j ne e mean i . We ha e c n ide e le h gh he en i e lifec cle f m a m n h bef e a bab i b n l king af e me ne in hei ld age. I h h im an a g d e e ience i .
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 66 A e le a en' able ch e hei heal h e ice in he a e ch e elc bank. S e need i e f a g d e e ience all he ime. S e ha e c e ed he c m le i f he diffe en la e f g e nmen , he a land ca e f Ne S h Wale , he la i n and di ea e , and n f all hi c m le i , le ' add in he e a gl bal andemic and a i ha e a e c n an l lea ning m e ab . S , ha d e HCD l k like in eHeal h? The HCD eam ac an in e nal c n l anc , n , eHeal h i a eall la ge gani a i n, and HCD i eall i e ne . The eam ha been a nd in i c en f m f le han ea . S i ' g ing ake a hile and e a e king l l ge ac i n in l f diffe en a f he heal h em. N , in e m f a f king, e k eall cl el n jec i h heal h inf ma i n c lleag e e le i h a clinical backg nd a ell a dee heal h ICT kn ledge. B a ne ing in hi a he HCDe h d n' ha e a clinical heal h em backg nd, a e able k i h h e h d . Which e l in m ch be e inf med de ign deci i n . N migh ha e al c me ac he jec managemen iangle bef e. Which l k a balancing ali , c , and eed f a jec . And f heal h, he f c end be n ali and c . We need l i n ha a e high ali , en ing he mee all he ele an afe and abili inci le and ha a e a a ea nable c e a e ge ing al e f m ne f he a a e . H e e , a a e l , eed i f en n high f a i i , e ce hen a gl bal andemic hi . S I'm g ing hand back e Aa n n , alk h gh he e en i n k he' being been d ing i h he accina i n clinic . AARON CHEANG: Thank . S ha I'm g ing alk a li le bi ab i he e ing f a COVID accina i n clinic. S in la e Jan a a
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 67 jec eam a f med b ild a em accina e he ke i hin he heal h em. S he e e icall d c , n e , e le i hin he Ne S h Wale heal h kf ce b he e e al me e le ha e e in l ed in i he g e nmen f n line aff. Like C m and b de a l e le. The e e e deemed ca eg 1 A f m he i i i a i n li . And e he e clinic eHeal h hi h ee eek ha e a f ll f nc i ning em ha aligned i h all f he clinical e a i n ac he a e. Tha mean e had e ea ch, de ign, b ild, and im lemen a em ha ked. I had k i h clinic , i had k i h all f h e diffe en g e nmen b ea c acie and diffe en gani a i n ha Michelle h ed. I had cale and k ac m l i le diffe en LHD accina e he aff. The em a de igned be a egi a i n em and a b king em and hen hel manage e le h gh he ac al clinic fl i elf. The jec eam e had a he c m bla ma e . A jec ne and de el e and in hi ca e e had a de igne hich ha ened be me. T icall he jec like hi ldn' ha e de igne . T icall he de ign ld be d ne b ei he he d c ne en iall he de el e . And beca e hi a a accina i n jec , ime a f he e ence. Thi i a li le bi f a behind he cene . Whe e e fa - acked he en i e HCD ce in ab a eek. S le me ell a li le bi ab he ac i i ie e did. S he fi hing e did a g and d me field e ea ch. S ha I'm h ing he e i h a Pfi e accine i e a ed. E en iall he accine c me in and i ge ed in ha image in he - n he lef -hand ide in he f ee e . And I ill ell a bi m e ab ha in a ec. Vaccine i hen e a ed. I g e ac he b he ha maci . Once i ' e a ed i i in i ca e heeled d n he
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 68 c id in a li le lle , he accina i n a i n. F m hi field e ea ch, e lea n he bigge i e, he bigge c nce n f he heal h em a a nd e ing - a n' ab e ing he e a i n f he clinic, i a ab managing hi eall eci c mm di f he accine. Le me ell a li le bi ab h i a diffic l and ha e lea n ab hi accine e . E en iall , he e a e 45 e in l ed in d a ing a Pfi e accine. I ake ab h make 100 d e . Wi h ha maci . Wha ha en i , ha hen he accine i deli e ed b he c ie i i deli e ed in a dee f ee e che ha ha a acking n mbe n i . I i in he dee f ee e ha image n he igh can ee i ' g min 79 deg ee cel i . F ee e can nl be ened ice a da he i e he accine migh il. S ha e g ne ni en i , he accine in and ne ni en iall ake i . S i ' eall ab lanning. When need e ha accine need def i . And ha ' he e i g e in ha l k like he c ke f idge n he lef . I ge def ed in ha f idge. I ake ab 30 min e f i ha . The c ncen a e can a in ha f idge f ne m n h. O he i e he accine ill il. The c ncen a e c me ial a . The ha e 195 ial in hem and h e ial each need be made . T ake h e ial , he ial a f he f idge, can nl en ha f idge f a e limi ed e i d f ime. Y can nl en i f a ma im m f h ee min e a da . O he i e he accine il . S ake he c ncen a e f he f idge, and hen can nl e i a m em e a e f a ma im m f h he i e he accine il . And need dil e he c ncen a e and make i in diffe en d e . Once ha e dil ed ha c ncen a e, can nl kee i f i h he i e he accine il . S can ee
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 69 ha i i like a mili a e a i n e a e hi accine f eca h m ch accine make e i i ge ing in a m and n being iled. . Th gh d ing he e ea ch i hel ed nde and h c i ical hi accine a , he en i e e a i n . The clinic needed a eall g d nde anding f h m ch accine e a e f he accina i n f aff. And migh hink, ell, i ' j aff, e can j de hem in g and ge accina ed. B , f c e, eal life f en in e ene . Pe le ge ick, e le' kid ge ick, hei ca b eak d n, hei d g ge ick and cann e e edic acc a el e ac l h man accine need. S d n' an i iling. S ha e did, a e ed ha field k and a i he ma e ial hel de el a e ice bl e in . N , a e ice bl e in i e en iall j like a c me j ne ma . E ce i c n ide m l i le diffe en le el f he j ne . I l k a he c me , in hi ca e he a ien j ne , i al l k a ha ha en i hin he clinic. The clinic e a i n hen he a ien and he aff in e ac . And al ha ha en behind he cene . Wha f em need be in la . Wha a e he in e de endencie . Wha nline ffline ce e need cc ? Wha a e he in eg a i n in ? I eall i ab ma ing all f he diffe en de endencie h gh ha en i e j ne . I ake in acc n e i ing c een , e i ing k fl , and eall hel ma he e i i ha ac all need f c eff . And i a a eall c i ical l hel i h change managemen , aining, n b a ding, and e a i nall e ing he e clinic . N , icall he heal h em j f c e n ne line hich migh be he a ien j ne . O en iall he clinic j ne and he d n' b ing he ge he . S b e en ing i in hi kind f a i
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 70 eall hel ed hem ee all f h e diffe en de endencie . And hen e a med n he blem a a jec eam. We e all f he diffe en e ca e and can ee me f h e n he hi eb a d. We di ied hem am ng he HCD eam membe and e all k diffe en e ca e , ke ched hem , and hen b il a f n end de ign. And ha eall enabled d ha a he digi al e ice lki . The de ign em ha he de a men f c me e ice hel ed de el . S hank TJ, g hel ed i h he andemic. I enabled make e ha e had i de igne b e e e able ge g ing e ickl . We didn' ha e alk ab ha b n d e e, d e e ca d , ha c l , e ce e a, e ce e a. Like all f he he hing e ha e j hea d ab de ign em. S i mean ha e c ld g f m c nce n he lef a de ign ela i el ickl and ac all ha e a de ign ha g im lemen ed. One f he fe ime he enginee ac all b il alm iden icall ha I de igned. Like all g d UX e le e f ll ed and did field e ea ch ee h de ign e e being ili ed in ac ice make m difica i n . S n a clinic, j bef e i en li e, e en h gh he en i e clinic fl and i i ed and en m l i le da he e. Thi i he Li e l accina i n h b, can ee f n line aff, egi e ing and checking in he clinic. The ld hen g h gh a ai ing a ea, he e he ld be accina ed. And hen he ld be b e ed ee if he e a an ide effec f m he accina i n, and hen e en all di cha ged ha il . S hi clinic i in Li e l, i a de igned j accina e aff ke i hin ha h- e S dne egi n. And i ' accina ing e 1,200 e le a da . And ince hen ing hi em e 1.1 milli n e le ha e been egi e ed f he accina i n. And m f he clinic ac Ne S h Wale Heal h a e ing i a hi in in ime.
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 71 MICHELLE PICKRELL: I ha he ime had ake hi ff in f n f a h le hea f e le Aa n? AARON CHEANG: Tha ' an he benefi f being he a ien . I had ge m hi ff b e n' h a ide f ha beca e i ' n ha f emina ! We ill m e n he clinical managemen ide f hing . Michelle ill alk a li le bi ab ha . MICHELLE PICKRELL: Fan a ic. Thank . S e ill be alking ab ca e die . Fi he de ign f a h me m ni ing a and ec ndl he de ign in a nd infec i n c n l. S f h e f h migh n kn ha i i , em e m ni ing echn l gie all m ni ing f a ien ide f he adi i nal clinical e ing . S ima il in e le' h me . S hen a a ien ' di cha ged f m h i al, he a e gi en a e f en hich a e ele an f hei c ndi i n. F COVID, hi i a em e a e en , and a bl d ime e hich i hei bl e hing ha ' h n n he lide. The hen e he e en ake eading and e n h e nce ice e da hei clinical eam. N , f hi a ic la jec , e k cl el i h he h-ea e n S dne l cal heal h di ic . Wh ha e a ne ed i h U in HSW and an he ni e i all he a e in A ia c ea e hi em e m ni ing em. And hil COVID a he f c f hi a ic la ede ign, he eam a e king n h me m ni ing f ca diac, ke, men al heal h, ge a i nal diabe e and COPD. S can ee h b adl hi e f em can be ed. S hi k a ne f he ke f c a ea f he i al ca e
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 72 accele a hich a ne a f Ne S h Wale Heal h' e n e COVID-19. And he aim f hi k a accele a e and ide a e- ide c dina i n a nd he e eigh ke f c a ea . And he e a ic la f c a ea e e iden ified a he ill deli e al e and e e fea ible deli e i hin he COVID c n e . S fi l , l k a he a ien ie f he em e m ni ing a , he e-e i ing d c l k like hi . S a can ee i ha all he f nc i nali ha c ld defini el d i h an i e a i n. F m a de ign and abili e ec i e. N , me f he echni e ha a e ne heal h in l e hing like idea i n, and e l ing idea a idl and in a c nce al a . N , in hi ca e, e e e f c ing n a mea emen f gen a a i n. A ell a h ed ca e a ien a h hi i im an . N , in e l ing diffe en de ign , Aa n l ked a i ali a i n ba ed n an a i f le el f de ail, i h mma n ne end and de ail n he he , a ell a he e e en a i n f inf ma i n i h ic n g a h and im lified inf ma i n n ne acce and acc a e and n me ical e e en a i n n he he end f ha a i . Thi a en e ha he e e en a i n f da a a a he igh le el f g an la i f a ien and make i ea f hem nde and. We ma ed he e j ne in he a incl ding n b a d c m nen , alking a ien h e h ical de ice a ell a he a . Al ng ide he ede ign f he a ien ie e al l ked a he clinician al. N , he e i ing clinician ie l ked like hi . S me i e incl ded n being able ea il ee he heade f he able, and n being able ea il ee hich mea emen ha he a ien ha e ided a e f ange. S hil h e ed and ange haded a ea h ha he a ien ha me mea emen ha migh be a i k, i d e n' ell he clinician hich ne i he i e. And he ha e click h gh in he a ien ' file find .
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 73 N , i e i h he clinical g a h incl ded n being able ea il ee he da a, beca e he legend he came e he a ien da a. S a can ee in ha ec nd g a h n he lide, he e i a b hich h he de ail f ne ingle da a in , b i hen bl ck he ie f e all g a h. S hil i a ill ible ee he g a h, i k f m a li le fiddling f m he clinician and he e en' a ic la l ab i , nde andabl . We k a de ign ce ha ill be e familia . We did e l a i n, i h i clinician e all he fel he em ked ell b he e e e me abili i e . Then e en in de ign ing he Ne S h Wale de ign em i h a a ic la f c n abili and afe . And ne a e ing. H e e , a a e l f he ecen COVID ge in Ne S h Wale , he clinician a e a li le b f abili e ing, nde andabl . S e ill d hi a n a e e hing e n back n mal. AARON CHEANG: Ne de ign a e be e . MICHELLE PICKRELL: I h e . B e h ld abili e hem. S me hing ha ' been eall ne f me hen king n de ign jec and heal h, i he im ance f afe de ign. Unlike m f he jec I had ked n h gh m ca ee m de ign a nlikel e e ha e an im ac n he he a clinician ga e he c ec diagn i h he managed a a ien ' c ndi i n. And afe i a c e a f ha e d . Which i e al a i n i ac all a ic la l im an in hi ind . N , he eHeal h clinical engagemen eam ha e l ked a hi h gh ha e a ach afe e f ICT em . S b ilding afe, eliable and high ali ICT, hich incl de making e em a e ec e and a ailable f clinician he he he need hem. En ing he
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 74 afe e f ICT b en ing echn l gie a e eable, hi incl de de igning in e face ha clinician can ea il e, and ha hem make g d clinical deci i n . S defini el he a ea he e k make he bigge im ac . And finall , m ing c m le e e and c en e. And hi i ab nde anding h he diffe en em a e being ed and he e he can be imi ed be ha li le bi be e . S afe de ign fac in a mi f afe and abili . And he e a ea f en e la and f k ell i h each he , b in me ca e ne need be i i i ed e he he . S f e am le, me ime a le el f f ic i n i in d ced. S ch a an ale le clinician kn ha a a ien ' c ndi i n migh h he c ld ha e e i al e na i el ibl COVID-19. And hi i all a big ale ha a ime can be diffic l ge id f. Tha c me in he elec nic medical ec d. H e e , hil i ed ce he abili f hi em, i i eall im an f m a afe e ec i e. I i ne f h e hing e ha e manage. S le ' j m in he ne de ign hich h ef ll a e be e . S he ne de ign h a ick ie f he a ien ' c ndi i n, incl ding hich a ame e a e f ange, hich can ee n ha able a he . And e al ema ed he hie a ch f inf ma i n, ha clinician c ld ea il ee he m im an inf ma i n a d he f he c een a n a he l g in. Then f he g a h , e in d ced a ick ie f he a ien ' c ndi i n, a he f he age. We made i ea ee h e end in he g a h i h an e la . And e al in d ced be een he flag hich i a i al e e en a i n f a a ien ' b e a i n , ee if he a e in n mal ange . Wi h he e all aim f ed cing de e i a i n. S n he c een can ee h e ange and ed haded a ea
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 75 n he g a h . S in hi ca e, , in he ca e f he al e a e in he ange a ea i mean ha he a ien need be e ie ed and ha e hei b e a i n h e mea emen aken again. And in he ed a ea i h ha he a e eall a i k f de e i a i n and ma be need - ma need be e cala ed. S n I'm g ing hand back e Aa n ha e i h ab ha infec i n c n l de ign in . AARON CHEANG: Thank . S ha I an alk ab i ne la ca e d ab f e a . And i ' a nd infec i n c n l and h e did a de ign in i h a g f diffe en clinician ea lie hi ea . S hen hinking ab infec i n , he e i h ee main a ha infec i n can be an mi ed. The e i c n ac , f e am le if hake hand i h me ne h ha di hand . Then migh ick i f m hem. S hing like chicken N a i ill be ead icall b c n ac . Then he e i d le . S if me ne nee e . And hen i ead n ma be hand in m h. Y inhale i hen c ld ible en iall ge i a ell. Think like m m Mening c ccal. Then he e i ai b ne ha i ba icall hen me ne i h he illne b ea he , i i a e i a c ndi i n, i fl a , i a icle in he ai , and can ee ha COVID i a ic la l an ai b ne i k b al d le i k a ell. S hing can c e in m l i le diffe en ca eg ie . Y can al ee h m ch hing - h m ch infec i n can en iall ead. S c n ac i m ch m e limi ed he ea ai b ne i c ld en iall ead me e de ending he e he ind i bl ing e ce e a. N , e e e a ic la l l king a he a ea f infec i n c n l i hin an i la i n m. S an i la i n m i hin a h i al i
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 76 e en iall a ingle bed m ha ' ed hel manage infec i n . S m h i al m in a blic h i al a e ha ed a d . S i migh be f bed in i eigh bed in i , b if me ne ha a ic la infec i n , he need be i la ed f m he he d n' infec he en iall c n ac an illne e ha he migh ha e a ell. S he e i la i n m a e ingle bed m , me f hem a e de igned kee ge m a ien a a f m he e le. S me f hem a e de igned kee e ick imm n c m mi ed a ien a a f m he en ial infec i n . S he e i a h le ange f diffe en de ign n he e i la i n m . N , hen e ea a ien e icall e hei inf ma i n n a medical ec d hich i all elec nic n ada . The e i n m e a e cha hang a he end f he bed. A lea n in m blic h i al and he e a e all ed n he c m e hich i a bi like a la , and i i n a li le lle i migh be a a n e' a i n a aff a i n hich i a fi ed c m e . We e e a ic la l in e e ed in he e m bile c m e , he a e e en iall called k a e n heel WOWS beca e n mall ha ld ha en in ea ing a a ien i a n e d c ld ha e a k a e n heel and ill be ndling hi hing a nd, iden if ing a ien l king hei hi , aking n e , l king a all he medica i n and hing n he c m e . N , in he ca e f he e i la i n m h gh, he eal challenge i ha can' ea il b ing e i men in and f he e m . Beca e he a e infec i n i k . If b ing me hing in c ld en iall c m mi e he a ien . If ake i en iall ead he infec i n. And cleaning a c m e i e diffic l . Like if hink f he c d ha g e nde ke b a d, e , imagine in a h i al cena i ha d n' an in infec i n eading f m a me ne' c ghing nee ing in a m, landing n he c m e , he n e he d c che he ke b a d, and hen ha
  19. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 77 ead a nd he h i al. Al e can' aff d ha e ne c m e in e e ingle m a e e ingle a ien bed ide eall ha e a limi ed ck f k a i n n heel b he a e eall indi en able. We ed he G gle de ign in a ach. Ha ing en a li le bi f ime a G gle I'm a li le bi bia ed b e en iall i i f ll ing a d ble diam nd ical UX ce he e a e g ing b ad, and hen efining and g ing b ad again and hen c ming back in. Thi a he fi ime kn ledge ha hi a ed i hin Ne S h Wale Heal h. Y can ee me f he de ail ab ha e did n ha a ic la da . The ke hing f in hi a in l ing l f diffe en a ici an f m man diffe en gani a i n ge a m e h li ic ie f he blem, and al ha he l i n c ld en iall l k like. E en iall ha e did a g h gh ini ial defining he g al, c n ain , nde anding he e j ne , g ing dee e . C n l ing e e and hen defining a f c a ea k n. The f c a ea e decided f c a ic la l n a ab hen gi e e le medica i n icall need iden if hem fi , hen check he medica i n ha he a e mean be e c ibed, and hen gi e hem he medica i n. And hi all in l e ing he k a i n n heel . Which i inc edibl diffic l if i i ing ide f ha i la i n m, beca e e i ld ha e ake - n and ff all f e, ec i e e i men bef e g in and f he m, he c m e i i ing ide. E eciall if j need check ne hing . I n' g h gh all f he de ail f he e b can ee me f he idea ha e gene a ed b he diffe en clinician . Thing like ma banding jec ing he c m e he di la in he m . U ing in e c m em , im lif ing inf ma i n i i ea ie ce and hen e ended icking a c le f l i n , b a ding hem and
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    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 78 hen le la ing hem. In he end f he da e ended ing a ic la l i n e . One a a in e c m-like l i n, a bi like a alkie- alkie ha a ice ac i a ed and hen he ec nd a e en iall a jec i n f he EMR f he k a i n n heel in he m. And e hacked ha ing d c a e, a jec and an e a l ng HDMI cable. S i i eall ab e ing he e l i n in a e c a fa a in a im la i n cen e, hel ickl e l e ha ' g ing fl and ha ' n and ha need efinemen . MICHELLE PICKRELL: S e ha e h ee final eflec i n bef e e a . S e kn e need c n in e hing b nda ie . S a ill ha e een a l f he l and me h d e b ing a e n ne UX and in fac he a e fai l ell e abli hed. B e a e b inging hem a ne ind he e he a e eall n e eg la l ed. The ef e, he e i a l e need ake in acc n f m a change managemen e ec i e, incl ding b ilding , in d cing he e ne me h d eall ca ef ll and al king i h hem al ng ide e abli hed ac ice . N eading he d f UX can be l , b he im ac i can ha e n he a ien and clinician e e ience i ab l el ma i e. N i ' al im an e he igh g a d ail in lace f ne me h d ad i n. Thi can incl de a ing a he and en ing e ha e e ec i e n hi , en ing e ha e he igh e le in he eam, hich in hi ca e i e le i h a clinical backg nd h nde and ha he heal h em eall , eall ell. And e al need make e ha e a ing he e me h d n m ch l e i k jec ha d n' c m mi e ali , he e n ne an i k f an a ien ha m.
  21. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 79 AARON CHEANG: The la hing lea e i h i eall defining ha ali le el a e aiming f . S hi i a i R be Wa n Wa he i - he a a Sc i h adi h ici and he hel ed in en ada j i W ld Wa II. S in W ld Wa I he Ge man had fl n ac he Engli h Channel in Ze lin and b mbed a l f n and ci ie ac England. And in ha ime af e a d he Ge man ai c af ca abili had inc ea ed and he B i i h g e nmen e e eall c nce ned ab ell h a e e g ing he Ge man c ming e and b mbing again. C ing he Engli h Channel k ab 20 min e in an ai c af . And b he ime figh e e e c ambled f m he g nd he b mbe ld ha e d ed i a l ad and be heading back Ge man . I a al n fea ible ha e figh e e manen l in he ai a lling all he Engli h c a line. S he ed a a de ec ada - de ec ai c af bef e he e e i ible hich became ada . He b il ada e all a nd he c a line f England, and ha i ld d i de ec he ge i-Ge man ai c af c ming. I a kn n a chain h me and can ee in he ma n he b m igh a ea he e i a d ed line a nd he b de f he c a . B he had a l f c i ic . Pe le aid him, l k a e ing a eall l n n- imal f e enc . The ff e le a e d ing in he c n ie a e m e e f l, he ada i be e , i can de ec l fl ing ai c af . Y ne can' . And he aid ha i ' be e ha e me hing ha ked and a a ailable n han a mi e f me hing c me. He a ed a a 'gi e hem he hi d be g n i h. The ec nd be c me la e and he be ne e c me ". S le me a ha again. Gi e hem he hi d be g n i h, he ec nd be c me la e, and he be ne e c me . Af e a d he did i e a e n hi em and de el a m e e f l em, hich can ee i h ha black line a nd he ide
  22. N e ha hi i a edi ed a c

    i f a li e e e a d he ef e ma c ai e . Thi a c i i he j i e f Ca i LIVE a d he a h i ed a e ible f a me a d ma be c ied ed b a he a i h a h i a i . Page 80 f he ma . And an he a hink f hi i , in a e fec i he enem f he g d. Which i a ib ed V l e. S e e e ing m e Ne S h Wale Heal h hi ma i e gani a i n in a h le diffe en al e hich a eed and ali n eed and c - , n c and ali . I ' n al a he igh hing d b COVID eall f ced hand. S ha a e gani a i nal al e ? Wha a e he hing ha c m an al e ab e all el e? Wha a e he im lici hing ? Wha a e hing ha a e alked ab n aff mee ing , M nda m ning mee ing ha e e he f m a e ha ge h n ha e e ne need kn he e me ic ? Beca e he ill f en ell ha he gani a i n eall ca e ab . S e h e ha b gi ing hi alk i gi e a g ea e a ecia i n f ha ' cc ing bel he face, and e na e i h . We h e ha i al gi e me idea ab h hel he gani a i n ha k i h ad UX echni e . Ma in alked e e da ab n n-h man e na , kn , ma be e h ld g ne e f he and a i e f a bi like a fi h, a f -e ed fi h he e a e l king b h ab e he face f he me ne el e' ac ice, b al eflec ing d n bel i hin n ac ice a ell. And n a f king. While COVID i an a f l aged ha ' im ac ed e e ne a nd he ld, in me a i ha been a eal i ilege be king i hin he heal h em a hi ime. T kn ha e a e eall a ing li e and making a diffe ence i hin UX. S hank . MICHELLE PICKRELL: Thank e e ne. Thank S e e. STEVE BATY: Tha a nde f l. Thank . S ha b ing he end f he e en a i n f da . Thank e e ne h