Developing a model to capture insights from frontline hospital staff

Client: NYC Health + Hospitals

The Challenge

Hospital staff do not have an agency-wide strategy for serving high-risk patients who utilize a disproportionate amount of resources

The Outcome

Six new service concepts to explore further that prioritize the use of technology and interagency collaboration

NYC Health + Hospitals is the largest municipal healthcare system in the country and serves 1.4 million patients. However, a very small percentage of these patients are "high-risk" and use a disproportionate amount of resources because of their health condition and socioeconomic status.

While employees at each hospital have their own strategies for serving these high-risk patients, administrators at NYC Health + Hospitals wanted to find the best ideas to implement system-wide.

Public School supported staff from a special projects team in planning and leading the first-ever design hackathon that brought together 50 doctors, nurses, clerks, and administrators for a day of brainstorming and prototyping. Although each hospital serves different populations and demographics, the hospital employees worked together to find the common themes across all of the types of high-risk patients.

The special projects team is now researching each of the service concepts generated during the event to identify which should become real initiatives and the senior leadership have asked to replicate this event for different challenges that the hospital system is facing. The event also helped build relationships between staff from hospitals at opposite ends of the city and create a sense of community that the agency hopes to leverage moving forward.