Nicole Jess - Is UX the remedy for Ethical Fading at the clinical interface?

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 .
www captionslive com au | captionslive outlook com |
UX A a a
W e UX S cceed De
T e da , 26 A 2022
Ca i ed b : Be ade e McG ld ick

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>> COVID- afe De l, a b d ! The imi g! S , e e b d . D e '
belie e i ' me.
MAGS HANLEY: We ha e Nic le Je . I hi k he g ea hi g ha e' e
ee i e' e had Ja a i alki g ab he j e ... (I di i c ) a d
a ki g a d (i di i c ).
NICOLE JESS: Tha k m ch.
>> The e e g . See ha I did? S m ch!
NICOLE JESS: S , g d m i g, e e e. Tha k f c mi g. M ame
i Nic le Je a d I'm g a alk da ab he cli ical i e face.
Bef e I d , I ld like di e i he defi i i a d c m e f hi ,
I ld j like alk a li le bi ab he heal hca e ace a d
ha i ' like de ig i g f ha ec . S me f ma be ki g i
ha ace. S me ma . A d me ma ha e ab l el i e e i
he heal hca e ace a all. B he i e e i g hi g i ha all f ,
ma e he e e i ha ec m f i e e a d e gageme , e' e
all e gaged affec ed b he heal hca e ec i e a a he .
S , i h ha i mi d, le ' c ide hi . Y ' e i h i al a d ' e i
he bed a d i ' , i ' he I ha ' he e, ha i g ha e e ie ce. S ,
he e l ki g af e ma be Ve ica Sam i he bed, a d he
e i ma age , bed fi e, h ' j hed e he c id a ,
"Y bed..." T a ie e ice , ' e a blic i a e a ie . A d
he l cal, a e a i al heal h, ' e a c me f heal hca e
e ice . S , i hi ha e em, a e e ha bec me a
mbe f diffe e hi g , a d b ha e d i f c me , ' e

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e e iall a facele , amele e e e a i f he i a i . S , he
e hi k ab ha , e eed c ide ha ac ha c m e f
bec mi g amele , i eall e hi a ea f deci i be made
ha a e ba ed a h ma e e ie ce, e e iall . The ' e ba ed
a mbe a d dem g a hic. A d ha ' he e e hical fadi g ca c me
i la . S , h, le me g f a d he e. He e e g . S , if e l k a
e hical fadi g i elf, i ' i e el i e i b h defi i i a d b e a i .
S , he e defi i i ki d f fl de a d a cia i a d c me
f e hical fadi g, i ' m im l de c ibed a he ac f a ga i a i
i de ed ce he im ac he e e f e e i i he deci i
a cia ed i h ha e he e le i ha e e . Pe all , e hical
fadi g i m f e e l b e ed a e ma ageme ig i g he
lea f cli icia h a e he cli ical i e face. The e a e cli icia
ha a e eall im l leadi g f e ce a d e ice ha all hem
c m le e hei j b effec i el . A d f e he ea ha he ' e
ided i h h e e ce i d e c eme c ac a d
b dge , a d hi g ha d ' eall fac i ha i di id al e e ie ce
ha he cli icia i face- -face i h. S , I' e e e ie ced ha fi ha d
a d I' e al a ched a cli icia ha e ake i hem el e
e c me h e defici . I' e ee aff call h i al ge e ce ,
call ha macie ge medica i , call l cal e ge a ie f
e a al a d . A d i ' ama i g ee h aff ill g ab e a d
be d c m e a e f hi g , f deci i ha a e bei g made
ide ha c e. S , i i m e e ie ce f e hical fadi g fi ha d ha
eall d e me m e i UX. I ha cli ical ace, i ' i c edibl ha d
c ea e cha ge a d i ' i c edibl ha d ha e ha ice hea d, a d
ha ' ha eall d e me i bec mi g a UX e ea che a d f c i g
he heal hca e ace.
S , if e l k... Oh, , le me j g back e. If e di e i

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he c ce f e hical fadi g a li le bi f he , e hical fadi g i elf ha
hi di a ci g effec ha ki d f ac like a b ffe be ee he igh a d
g f a i a i . A d i ac di e e i di id al ' e ibili ,
i l eme i ela i ha e e , ecificall he ega i e c me .
A d i cc a a ga i a i al le el. S , i e e iall ha g e e
ha c ci l a e i di id al i hi h e e le el i hi ha
g , he ag ee ce ai a da d i de mee a g al, a b i e
g al. S , if e' e l ki g he heal hca e ec , e hical fadi g i f e
e e ie ced b he blic a cli ical e ice , ha ma be
e ce i e ai ime , i ma be e le bei g di cha ged l g bef e
he ' e ac all ead - a d he e e e c ea e a l f e a d
a ie f he a ie hem el e a d hei l ed e . F ac al cli ical
aff, i ca l k like afe affi g, i fficie a i - like,
cli icia - - a ie a i , lack f e ce , e ce i e e ime. A d
ac ice ha a e gge ed cli icia ha ac all g agai lic
a d f e c mm e e. S , if e m e e f he i he cli ical
e i g a d ha e ha ela i hi be ee he cli icia a d he
a ie , i ' a m ch cl e di a ce, he e' le h ical, ch l gical
di a ce be ee h e i di id al . B i hi ha ace, a le e
deg ee f e hical fadi g ca ag ee, a d ha ' called e gageme . A d he
l e le el f e hical fadi g a he i di id al le el ha h ee c m e ,
hich i ch l gical mbi g, elf- e ce i , a d he he ' e b h
add e ed, e l i g i di e gageme . S , if e l k i h e a li le
bi m e. S , ch l gical mbi g i a eflec i e e e ha cc
a a ec i e mecha i m f e i e e e ea ed e e
e f l a d a ma ic e e . A e am le f hi ma be a cli icia h
c a l ee a a ie i di e b i able ac all ac
e l e ha di e . S , gi e he a e f cli ical k, ca
de a d h hi migh a de el i e ea l i a g

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cli icia ' ca ee , a i ac a a ki d f b ffe i g ha em a hic ai
ha ca c me i ha i a i . A d hi lead h gh elf-dece i .
I ' a ce b hich e a de el e a a i e ha c ea e hi
ki d f b a f he e hical c m e f a i a i , a d he k
ki d f di g i e he m al im lica i f deci i . Thi e e iall all
deci i ha a e ed mi a l ki d f - he ' e f c ed ki d f
elf- e e a i f m he cli icia ide f hi g , b he ca a ea
elf-i e e ed. F e am le, if e hi k ha ab cli icia ha ' able
e l e he e al di e f he i e a d he ' e ee hi e
a d e , hi ma begi c ea e a i ha cli icia ' mi d he e
he decei e hem el e i h he i ha hi a ie i i m
all ca i a d he ' e ai i g be a fe ed a he a d a a .
S , hi e a a i e a ha ac all ki d f di c ec hem f m
hi e e f e ibili , ki d f a d he i a i , a d ha ca
ki d f la i h a e like, "I ca ' hel he e beca e I'm
al ead e a ie a a d he ' e ac all a ai i g a fe , ha '
he e d f m ki d f e gageme , m e ibili ." S , he e
elf-dece i ca be ki d f mmed - I d ' k if a e... B
he e' a b k called The S ie We Tell O el e I O de T Li e, a d
ha ' he le ha elf-dece i la i he cli ical field. A I aid,
add e ed ch l gical mbi g a d elf-dece i lead hi
di e gageme f m mal a d c e i al e hical a da d , d e
hi hif i he e e ie ce i elf be ha ed, hi aid ag eeme f
hi e a a i e. S , h e e eali ie ha a e bei g c ea ed h gh
he a a i e - k a m al di e gageme . S , hi migh l k like
ha cli icia ha e' e alki g ab ha ca ' ac all add e he
i di id al' ai . The ' e ki d f like, "The ' e bei g m ed a he
a d a a , he ' e i hi m c e f ac ice," i ' hi ce
f di e gagi g f m ha i a i a d mi imi i g he fac ha , ac all ,

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he e' a he h ma i ha ace ha ' ffe i g. A d i ' ha
b ffe i g. S , he e e e iall f eg e e ibili ha he ha e
i de ed ce hi ki d f e e f e gageme e e f
e ibili beca e he ' e c me a i he e he ' e a ed
feel e le c ea e cha ge. S , mild di e gageme i he cli ical
em i f c i al b ec i e, a d i all aff kee h i g
agai a d agai a d i h e i a i he e he ca ' ea il c ea e
cha ge a d he ' e facili a ed d ha f m ab e. The e i me
ha ca lead ha f e ha e e ligh dig e i a a ime. I '
f e a big e e ha c ea e ha , b i ' e, e, e e e , e,
e, e i di id al ha add e ime ac all he l k, he e
l k a a cli ical e i g a d a , "Wha ea h ha e ed he e? H
did ha a ha e i g?" S , e eed c ide he e a e ma
e le i he heal hca e i d a d he ' e de a e m am
f e e, a d i ha e e ime a a ime. A d ha ' e e iall h
e ee cli icia h ha e e ea a d ea a d ea d i g
e e e le i eed, a d he ' e ac all a i e face ha ld a
ee hem dem a i g beha i f m al di e gageme .
S , ha le d e UX la i he c m le cli ical e i g ? A d
h ca e de a d a d emed e hical fadi g i h jec i he
heal hca e ace b al be d ha ? A UX e ea che , a egi a d
de ig e , e ac all ha e a eall i e i ac a a
-ga e he e e a i f e hical fadi g, a d ha ' l i he
heal hca e ec , ha ' ac all ac he b a d. S , hile ha migh
d like a eall , eall ma i e a eme , he e' a l f hi g ha
' e babl d i g al ead ha a e ac all ha i g ha f c i , b
i ' babl j he " h " ha ' bee h gh a e hical fadi g
le . Le ' l k f he i ha .
S , ha ' he blem? The fi e i eall e l i g he

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blem ace. S , hi i eall , eall im a , b i l . A
e i l me i ed, he blem ace i heal hca e i f e a med
be be ee he a ie a d he cli icia - ha ' he ace e hea f
m f he blem c mi g f m. B he i e i h heal hca e e ice
i deli e i m f e ha cli icia a e ac all bei g ided
ha he eed make hi i e ac i be ee hem a d he a ie
cc i a a ha i ac all alig ed i h be ac ice a d ideal a ie
ca e deli e . S , k i g ha , if e c e he ace e l a d
e a me he blem i be ee cli icia a d a ie , i ' ea j m
i i h l i a d a , "OK, ma be e'll de ig a f a e ha ca
ack he he e i defici i e ce , a d, ila, e e hi g ill ge
ha he a a d he blem ill be l ed." B he e ki d f
blem - he e ki d f l i i f a e i eall al ead i lace
a d i ' ac all a i e f cl i g ha ga ff ha make h e e f
l i i effec i e. S , beca e he e i feedback f m ha e f
e i g, cli icia he a feel m all di e gaged beca e he ' e
e i g hi a d e i g he c me a d ge i g feedback a d
im eme . S , i ' eall im a ack ledge ha al h gh i
migh eem like a b i l i , e eall eed l k a he
blem m e b adl . S , if e c me back a d c e m e idel , if e
add a le ha ' ki d f l ki g h gh a i k a e me f e hical
fadi g, e ca ee ha he blem ace i ima il be ee cli icia
a d ga i a i . A d ha mea ha hile he clie ma belie e ha
he e d e i he a ie - a d, f c e, he a ie i a e
im a c m e f he ic e a d c h - he ac al cli icia i he
ac al e ha e eed be l ki g a . The ' e he e h a e
deli e i g hi e ice. S , he e' e l ki g a c i g e ea ch
c h , e eall eed make e ha e b i g cli icia he
f ef f all c m e f he jec . A d d i g hi , f e e le

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a , "B ha ab he a ie ?" B d i g hi , ' e ig i g he
a ie , ' e ac all l ki g a a ke f c i al deli e i ha
a ie ' ca e, a d b ig i g i e' e ac all eall ig i g he ke
i f ha deli e h e e ice . S , b i g cli icia f
f - f , b e all i he ac al c e, he c h , e e d
ide if i g eed f ha cli ical c h , b e' e able l k a he e
he i ha e i c ea ed he e hical fadi g a d he imi be ee
e ma ageme a d e ce ac all e l i ha fi di g. A d i
add e i g h e ai i , a ie c me ill im e b
defa l i h e e add e i g hem di ec l . S , b eaki g hi d a
de ig e , a he a f he jec , heal hca e jec he i e, e
eall eed im leme ha h gh de ig e ea ch ac ice i , like,
a f ll c i g all la e i he blem ace. A d ha ' e eciall
im a if ' e e ki g i he heal hca e ace, beca e i '
e , e c m le . S me im a a ce ki d f hi k f i
ega d heal hca e a e beha i ha a e a cia ed i h e hical
fadi g m al di e gageme . A d me f hem j be a a e f a e
e hemi m , al maki g c m a i a d al hif i g blame. S , i
e ea ch, if ' e icki g beha i like hi , he e a e ke
i a hi ki g, "Y k ha ? I'm g i g dig dee i
hi ." Beca e cli icia ha e hi , i ' ha kee hem afe i he
i d , a d e eed ee he he ' e c mi g i he e ea ch a d
he dig d l e , a d ha i g a e i i i ha ha ' a
ch l gical b ffe ha i a ec i e mecha i m. S , i h ega d
c e, if he e c ibed c e b he clie i ha f cli icia a d a ie ,
e eall eed e l e ha "cli icia " mea . I ' a i c edibl b ad
i le, a d i hi each c m e f ha i le he e i i c edible hie a ch .
I'm , I a j e I a he igh lide he e f a m me !
S , e eed hi k ab h e' e e gagi g a d he . S ,

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emembe i g ha e i aff a e f e e gaged i deci i -maki g b
he ' e f e he e ac all a ha e face i he m e c a
a . S , l ki g a he imi f ha hie a ch d a d , a d al
c ide -cli ical aff a d h he feed i he cli icia e ice
j e a ell. Tha ca all , k , eall hi k b adl . Thi k
ab l chai , ec d ma ageme , affi g, a d he l k a he
de l i g heme be ee h e, hich i f e ma ageme f b dge .
S , he eed be c ide ed. S , m ch f he cli icia ' le i
eall d i e b deci i ha ha e ab e hem, c i g eall
eed b i g h e deci i -make i he ac al c i g jec . Wi h
he i i mi d ha e' e i g ed ce imi f m e
ma ageme he ai i , e eed ha imi ed ced beca e
he imi i he e e hical fadi g c ee i . S , i a i g ha , e
eed ma he e he blem ace ac all i , he e
ma ageme i be ee cli ical i e face a d a ie a d
cli icia c h , a d ha ill eall hel defi e h e ga eall
clea l . S , i ' al im a emembe ha c i g e e ci e like
hi , a I a a i g ea lie , ma ac all b i g a ici a i he c e
ha ha e bee c ide ed i hi he c e. A d a de ig e , i '
eall highligh he im a ce f i cl di g e i he al
a ici a ha ma be c ide ed f c e, a d eall h f
a f fi di g e e ded ime b dge i cl de hem. Beca e i '
f e a im le a , k , ke la e . Al igh . Fi e mi e . OK.
S , e eed l k a ed ci g imi , a I aid bef e. A d a UX
de ig e , e' e i a eall i e i i b idge ha ga . A d e all
k he e f a a i e, elli g, a d h im a ha i , b
e ma ee a e hical eigh ha c me i h ha , hich i i c edibl
im a . Whe i c me add e i g i e f e hical fadi g a d
imi i he heal hca e ace, e eed b i g deci i -make

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he ac al i e face. A d if ha ca be d e h icall , fa a ic. The e i
hi g be e ha me e eei g ha cli icia a e deali g i h, ha
i ac all ha e i g he ha e a a ie a d ca ' e e hem.
B ha ' al a ible. S , he e ibili f , he , i
ed ce ha imi b b i gi g he hem. A d a a i e i a
i c edibl im a l i ha . S , a ec f a a i e ha a e eall
im a a e: P i f ie , e ec i e, a d la g age. A d i hi he e
c m e , e hical fadi g ca eall fi d a a . S , c ide h
e l a i f he clie ' i f ie dic a e h he ie hem.
S , f e am le, h ha ill ac all - he a a i e he ha e. A d
f e a clie ill be eaki g f m he hi d e , he e he a ie i
eak f m a fi e , a d e eed b i g hem cl e ge he . S ,
beca e, k , h e ie e le i a i a i i h e ie
el e i ha i a i . S , b i gi g a a e e ha i f ie f
all la e i e im a . A d ha lead e ec i e, hich
dic a e h e label hi g . S , a eall cla ic e am le f hi i
heal hca e a he m me i he label f ha e call me e h
"c me " heal hca e. S , k , ' e i he bed, ' e ell,
a d ' e c ide ed a a ie m f he ime. Thi i a label ha '
bee ed i ce he 14 h ce , i ' efe ed b b h cli icia a d
a ie hem el e . B a i ee heal hca e em eed h
e ame i a ie a a c me . A a cli icia i he a , he e'
a I ld alk a bed ide a d a hi e i a c me ,
ch i g b a e ice. The e' a ha ' ha he ela i hi i .
Y ca ee b imi , he age c ca hi k hi e i c mi g
e ice . S , ha ' a eall g ea e am le f ha . I'm , I'm hi i g
h gh beca e I eali e I'm i e h ime.
>> I ' al igh . Y ' e g a li le bi f ime.

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NICOLE JESS: Tha k . Ma i g i a eall g ea a dem a e
imi . A d hile e la gel ee ma i g e j e i ha defi e
ha e f he de ig ce , i ' ac all a eall g ea l e i he
di c e ha e, l elf a d he c e a d he clie a ell.
S , ha migh ac all be i ega d clie , ma be able
cl ck hei a m i f he clie a d hei imi . B he e i al
a ec ha all he cl ck elf. S , ha ha ill all
d i ee he e ma al e hicall fade i de be d clie
eed , hich i i c edibl im a ide if . We all a clie
be a i fied, b i ' eall im a e e e hicall . S , e all , I
fi d ha if I'm e e ed i h a c e a d I' e ied h he b da
i cl de e le ha a e ma be he e i he ie a d ha ' bei g
de ied, I al a make e I ide if ha i he ack. A d ha migh be
h gh e all ha I d i I a c e, jec limi a i ec i
a he begi i g f he ackage, a d I i d ce " he e a e he limi a i
a d hi i he im ac h e limi a i ha e," a d he gge h
f he k ma be d e add e h e. Y ' e e i g he e hic
a e de d i he jec a d he ' e j falli g i he
had .
Fi all , if e l k a c llab a i , h ' b a d. Ve , e
c mm i he heal h ace, ec i i g f e le a , "F -li e aff
a e j a ha d c ac . Le ' j de ig a d hem." Tha
d e k. The e a e ma ime he i e face ill be e e ed
i h a e iece f f a e a e iece f e i me ha l k like
a d he e' all he e g ea idea i i , b ac all he cli icia ha e
bee c l ed, i e d ei he be ed e l , c f ed.
S , elc mi g all le el f cli icia i he de ig ce a he i
f he e begi i g a d h gh he c llab a i e ce . A d k i g

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h e gage a d he d e e i e me de a di g f he
heal hca e ec a d c e. B , agai , a k e le, a k he
c h , "Wh h ld I be eaki g ab hi ?" Beca e hi ill c me
h gh f f m h e. A d, agai , cl i g ha l ff i h all
e gageme . If ' e e gagi g i h he cli ical field, ack ledge ha
ha c me f m ha a d feed i back. If he e i hi g g a be
de el i g f a d f m he e ea ch ' e d e he de ig ' e
d e, feed ha back a ell. I ' eall im a i cl de cli icia i
ha l de a d ha I ha e aid ha bee hea d, b he e i
a l i a hi i i ime, a he ha j eaki g i a id. S ,
hile I' e la gel f c ed e hical fadi g i he cli ical ace da ,
e hical fadi g a d m al di e gageme , f a el , i e e he e.
E e he e ha h ma i e ac a d make deci i , e eciall he
he e' a hie a ch i l ed. S , i cl i g ff, if I'm ake a a i
hi e i i h a fe akea a . E hical fadi g cc f m he
d . I c me f m he a d e l i m al di e gageme he
i di id al le el. I ' le a de ig e eall e h gh e ea ch
de ig ac ice c e a d ma i de de a d he
c m le i ie , he i e al hie a chie , a d imi ie i hi h e
ec . We eed be mi df l f he la g age ha i dica e a d
facili a e e hical fadi g. A d a de ig e , e eall eed e e ha
he d ha e ha e, ha a e ha ed i h f m a ici a , a e
ca ied h gh i a he ic f m. S , he eall ca he e
e ec i e ha he e e deli e ed i . I ' ab maki g i
c e ie , i ' ab ca i g ha ice f a d. F he , e al eed
e e ha d i ega d e c ea i a d a f
i e c e a e eall ca ef ll c ide ed i h e ec hei
ca aci ed ce c ea e ha imi ha ca he elc me e hical
fadi g i he e. A d eall be a a e ha d b ea he ace i

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ha id he e e hical ac ice ca eak i . A d fi all , e eall
eed be c age a d illi g ake ha e hical a ce a d h f
i cl i i a d e gageme i h akeh lde ha e e e ha
c llab a i a d c -de ig cc ac he jec i h he igh
e le. S , i h all ha i mi d, I eall h lehea edl e c age
di e i jec i he heal h ace. I ca feel e helmi g a d
c m le , a d e ha e e c f i g, b I ca ell i '
i c edibl e a di g. A d he a ee hi g ha ' e
de ig ed la i g i he ec a d maki g a diffe e ce, i ' j
dee l e a di g. If a f fi d elf i jec a d ' e ki d f
immi g i he , I am al a e a Li kedI c ac a d I'm
m e ha ha hel a iga e a h gh he jec . S ,
ha k m ch f ime.
(APPLAUSE)
MAGS HANLEY: Tha k m ch, Nic le, f d i g hi . A d I l ed - I a
he e i i g e . I k I ha e e i , b I a he e i i g e
a d I ide ified a c le f hi g ha I l ked a , a d i ' m e ha j
i he heal h ec . A d he fi e a ac all i m
ga i a i , i ga i a i ha I' e bee , he e I' e l ked a he
c ical e i g i a ic la l e gi ee i g eam . Whe e he
ld i he e a d g , "Y a e di c ec ed f ." Y c ld hea ha
c ical e c mi g h gh, "Wh a e e d i g hi ?" I hi k ha e hical
fadi g k e ell, e eciall i me f he la ge ga i a i I' e
bee i , i he la 10 ea , he e c ld j g , "Highe i
hea i g ha c ec i bei g b ke , he ' e hea i g." Tha ' i .
NICOLE JESS: E ac l .

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Page 46
MAGS HANLEY: A d he ec d e f me a ac all he c e a i
ab e ice , he e m f a e g i g ha e ga i a i '
ma ageme c ec ed a all a b a ch bei g i a ffice,
bei g li e. S , I ked i e-c mme ce i Melb e, a d e f he
fi hi g he a ked d a g i a d e d da i he
ac al e hem el e . Beca e i a he a f a
c ec i . N , I ked f e ail, I did 6.5 ea ki g f M e . S ,
he I e i e ail a d I e a c le f da i he back m f
JB Hi-Fi, i a mal ff ha I had d e ma , ma ime . B I ca
ee h e e- e i g i i he ga i a i . S , ha a he he
bi , hich i h d e make e ha he he a e c ec i g
ha ' he g d i a e ice de ig jec ? S , h e e e m idea
a d he c ec i ha e e c mi g h gh he e.
NICOLE JESS: A d ha ' he i e i i e h ld, i ac all be
ha c ec . Beca e ma ac all ha e, k , a c mi g
JB, migh a , "The e a e e le he e, b ge e le c ec ed, ge
hem alki g," beca e ha ' he e mee . "OK, like ha ?
Fa a ic." The ' e g e le c ec i g a d he he di c i ca
ha e a d ha , a d h ma e . Ra he ha bei g, "Y ' e
e ma ageme a d I'm a aid 20-mi e b eak a d I'm
i e e ed i alki g." I ' ab facili a i g ha c ec i a ell.
MAGS HANLEY: Q e i f m he g ?
>> Hi. I ee a l f hi . I a ki g i ech il i e ece l , a d
e had a de ice li e ge ha ki d f ea e f acce i he
l chai . A d f m eei g ha a d l ki g a hi

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Page 47
e e a i - b illia . H did fi d ha i i a i ki d f
c ec he cli ical a d he e hical fadi g UX a d b i g ha ki d f
ac ice i ? Wa i f m a cli ical e ec i e a d had ha aha
m me ? O did g f m he de ig e ec i e a d g , "OK, I ca
ee h ha ki d f fi i "?
NICOLE JESS: Defi i el i he ace... I a a eciali i a e i
life. A d i eall fel ... (I di i c ) a d hi a a i e de ig i g le.
P i g i ge he a a c f i g, beca e he i f ac all
eedi g (i di i c ). I'm ca ed i ill k, a d he I'm i a
eall bad i a i . A d hi a ab a $170,000 de ice ha a
ided he a d ha a ed i age he h le ime, b i a
l a ed . S , i a he m me f, "Wh a e hi g bei g
c l ed?" Y ee i all he ime i a chi ec al de ig i diffe e
e i g . Y k , migh ha e a bi hi g i he e a d he i e i e
ca e, a he a d, a d i ' like, "H i ha de ig ed be e ?" Ple
f idea f l i , b e le a e ' e gaged de a d he i k f
he e ca be life a d dea h. I ' like, "Y ma l e e le. I ' eall
c i ical." S , i e m ch came f m a cli ical ace f i g d i e
cha ge i hi ha . Bei g i ha ace, i ' e ha d c ea e cha ge.
S , I a like, "Thi i a h ge i k, b I'm g i g d i beca e I ca
ee ha he e a e a ea ha eall eed cha ge."
>> Hi, Nic le. Reall e j ed ha . I a hi ki g f m he e ec i e f
c me . A el j a c me f heal hca e e ice , I a i a
i a ce he e, f me, k , m medical ec d - he bl d
e e a OK, he ke me ic e e l ki g OK f m m d c '
e ec i e - b f me, i a ab ai a d he fac ha m ai i
ill ma aged. S , a a a ie , m c me e e diffe e

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Page 48
ha he cli icia ' c me e e. I a de i g - I'm kee hea
ie he he c me la a le i f he e hical
ea me , a d h ha ki d f ela e he h le e hical fadi g?
NICOLE JESS: Yeah, ab l el . A d i ' i e e i g ha icked ai ,
beca e i ' ch a diffic l e ea . S , f e ha 'll fi d i ha ,
f e am le, eah, a a ie ma be ell ch l gicall ma be
ill e e ie ci g ai , b he cli icia ca ' j if he kee i g
me he e he e he , b e a i - i e, he ' e able. Tha ' f m a
bed ma ageme i f ie a d a ac al f di g i f ie . S ,
e ca ' f d f a a ie ha ' cli ical able. S , he e a e a ie
e ice ha ma deal i h ai a d hi g like ha . B ha a i i
f m he i f ie f bei g i he h i al i he bed acce i g
h e e ice ide he h i al i f ll f i fall . A d ha ' he e
ca ge me eall , eall i e e i g heal h jec . Like, OK, h ca
e he l k a a a ie ha ' i ai a d e e iall eed be
di cha ged f m h i al, h ca e de ig a e ice ha a i i
hem a ie life i a a he e he d ' feel he ' e
im a ? S , he ' e he eall i e e i g a ea i heal h jec . H
ca e make ha li e f ca e ac all feel like ca e?
MAGS HANLEY: I'm j ha i g ligh fla hback . S , f h e f h
d ' k , I a a le kaemia a ie f a mbe f ea , a d ha
a ie c ec i be ee bei g i a ie , a ie - I a a
i a ie h ee ime f f i eek , a d he m i g i
a ie , i ' ha m me he e I'm j g i g, "Oh, eah, he e a e
defi i el i he e he e e c ld ha e made i be e . O me he
did a ic la l ell."

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Page 49
NICOLE JESS: S me e ice ha e bee de ig ed bea if ll , a d ha '
f e beca e he ' e e gaged all akeh lde . The ' e alki g
a ie , he ' e alki g he aff ha a e di cha gi g, he ' e alki g
he ecei i g aff a d i g fi d h e c ec i a d h he
m h ha e . B he i e e i g e ha a e, "OK, he he ' e
he e, he 'll acce hi e ice." I ' like, "Yeah, ha e a e
i ch ic ai , he ' e i c edibl i ed, he ma ha e e m ch
cial , he ma ha e a l f f di g, he ma be able
de a d h acce e ice . A d h d e ide i ha
ega d?" Y k , i ' j like, "Yeah, he e' a e ice, he ca
acce i ." H ca e facili a e ha acce i a a ha eall
ha i di id al, h ill eed ca e, al h gh hei b a e e ha
able?
MAGS HANLEY: O e m e e i .
>> Falli g h gh he ga ?
NICOLE JESS: Al a .
>> U le k me e ha h e, ha a , "Make e a k
he igh e i , make e c ec i h hi ."
NICOLE JESS: A d ha ' e ac ...
>> (I di i c )
NICOLE JESS: A d ha ' h I a e a d he c e a d eak he
e le. If ha e cli ical aff, a k, "Wh ld eak if

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Page 50
eeded he e blem l ed?" A d he ill ai i f . I '
ea hi k, "Well, I'll j a me h ' he e a d he e." B a k he
e le h a e he e. Reall , cli icia a cha ge, he a i i e
cha ge. B if i ' like, "He e g , I de ig ed hi ." I ' like, "He e
i ha a k f a d he e i h eac i i made be e
, im e me hi g ab a em e ma k a
l ab ."
>> (I di i c )
NICOLE JESS: Yeah. Ab l el . Ab l el . B I eall , eall e c age
ge i l ed i heal hca e jec . The e i m ch eed. A d,
eah, e , e e a di g. If e e eed hel , c ac me!
MAGS HANLEY: Tha k m ch.
NICOLE JESS: Tha k .
(APPLAUSE)
MAGS HANLEY: We eed fi e mi e . We' e g fi e mi e .
(BREAK)
MAGS HANLEY: I'll j gi e hem a he mi e . A d if d '
mi d, he migh da h i . We'll a . Michelle i a eache a d
(i di i c ). S , he' alki g ab bel gi g i de ig .
MICHELLE OU: Tha k , Mag . S , hi, e e e. Tha k , Mag , al f

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Nicole Jess - Is UX the remedy for Ethical Fading at the clinical interface?

Nicole Jess - Is UX the remedy for Ethical Fading at the clinical interface?

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Nicole Jess - Is UX the remedy for Ethical Fading at the clinical interface?

Nicole Jess - Is UX the remedy for Ethical Fading at the clinical interface?

uxaustralia PRO

More Decks by uxaustralia

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