Improving the experience of patients in contact isolation by human-centered design: A proof of concept study using patient journey mapping

Background: Patient information provision about isolation measures is often not standardized. Moreover, it is unclear what information patients and informal caregivers need to optimize their knowledge and actual experience of contact isolation. We explored opportunities for improving the experience of patients in contact isolation from a human-centered design perspective.

Method: We used patient journey mapping and created patient personas based on observations and interviews with patients and health care workers from a hematology, surgery and acute admission ward of a Dutch university hospital.

Result: Patients differed in their experience of contact isolation; three personas were identified. The first liked being in contact isolation, the second had to get used to the measures, the third experienced contact isolation as overwhelming. Patients experienced a lack in structured and tailored information about contact isolation. Nurses confirmed this lack of structure and reported their need for clear instructions on how to inform patients and their informal caregivers and what information to provide at which point in time. By using a human-centered design approach, we created a first draft of an interactive information path for patients, informal care givers and health care workers.

Conclusion: To improve the patient experience in contact isolation, patient information could be structured throughout the patient journey. Information should emphasize the shared responsibility of isolation between patient, health care workers and informal caregivers.