S43: E-Health and Co-Production: Methods, strategies and tools to develop innovative carer support services.

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By September 11, 2019 No Comments

Authors: Rachael Lovelock, Andie Coughlan, Ashleigh Craig-Smith, Tammy Bruecher

Year: 2019

Event: 2019 TheMHS Conference

Subject: E-Health and Co-Production: Methods, strategies and tools to develop innovative carer support services.

Type of resource: Conference Presentations and Papers



Rachael is a manager, advocate and family/carer leader drawing on lived experience and background in community development and project management to lead, design and implement service models, education programs and advocacy strategies at Wellways.

Andie is a program content designer at who draws on her background in education and her own lived experience to create powerful learning opportunities. She’s lead the co-design, training and delivery of Wellways’ community inclusion workshop programs, ‘Well Together’ and ‘Well Said’, and is currently designing online coaching modules for carers.

Ashleigh is an Engagement and Support Officer at Wellways, who holds a Bachelor of Applied Science, Psychology and draws on her own lived experience to ensure co-production methodologies and eHealth digital standards are at the fore of our innovative carer support service design.

Tammy Bruecher is a Community Services lecturer within TAFESA. Her background includes working in Disability, Community Development and Community Service Management. She is currently completing a Degree in Social Science and draws upon her lived experience for both her work within the Co-Production team and the workplace.

Workshop Outline
In 2018 Wellways was contracted to design, pilot and evaluate innovative Carer Coaching and In Person Peer Support services as a part of the broader Australian Government initiative, Integrated Carer Support Service (ICSS). This workshop will focus on the design, development and testing of the online carer coaching service which aims to support carers to sustain in their caring role focusing on carer health and wellbeing in an eLearning environment.
One of the early challenges faced by the design team was to ensure the eLearning system was co-produced with carers whilst complying to the Commonwealth Digital Transformation Agency (DTA) Standards, set by the Australian Government to ensure that all agencies build high quality government services that meet user needs.
Wellways has co-produced an eLearning system with over 70 carers that encompasses 3 tiers of coproduction to ensure the 13 DTA standards and service design and delivery process of Discovery, Alpha, Beta and Live are utilised to rapidly prototype and test online carer coaching sessions.
We will discuss how co-production members have created their own community of support and influenced their caring networks to gain a greater understanding of current carer reform and new service design, resulting in regained hope for the future direction of carer support.
This workshop is targeted at people with lived/living experience and service providers interested in eHealth and innovative design that are required to meet DTA standards.

Workshop Plan
Introduction (5 min)
- Acknowledgement of country
- Welcome and introductions

Presentation (20 min)
- Carer Coaching Project: rationale and structure (5 min)
- Project learning (15 min):
o Importance of co-production policies and procedures
o Introducing prototyping – discovery, alpha, beta and live to co-production
o Testing environments and persons
o Data collection, evidence and decision matrix tools
o Communities of support
o Influencing and resourcing the Commonwealth government to understand and further utilize co-production

Interactive Workshop (30 min) - Small group exercise: discuss what your organisation or your role would need to do to establish Co-Production in E-Health service design. Components to consider: o Co-production policies and procedures o Building organisational capacity o Organisations interest in innovation and design - Whole group discussion and brainstorming: what do organisations need to better understand co-production and ensure the methods are included in service design: o Key strategies for service providers o Influencing big-picture change - getting involved in systemic advocacy Q&A (5 min) Learning Objectives Learning Objective 1: Workshop participants will learn about co-production methodologies designed to work with large numbers of carers with varying levels of commitment. Our Wellways Co-Production Policy will be discussed, and the process of implementing this policy into a tender process. The participants will explore how to recruit to differing co-production levels to create a service that meets the needs of all cohorts within the intended audience, and how to run co-production workshops. Learning Objective 2: Workshop participants will gain a greater understanding of the 13 DTA standards and design and delivery process. Participants will walk away with strategies and tools for rapid prototyping, personas (user experience), journey maps, testing guides and decision matrix tools. References A Pfannstiel , Mario & Rasche, Christoph. (2017). Service Business Model Innovation in Healthcare and Hospital Management: Models, Strategies, Tools. 10.1007/978-3-319-46412-1. Australian Government Digital Transformation Agency https://www.dta.gov.au/our-projects/strategies/digital-transformation-strategy

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