Page 128 - Experience Based Co-design - a toolkit for Australia

Case Study 1 – NSW Brain Injury Rehabilitation Model of Care
Organisation: NSW Agency for Clinical Innovation
Website: https://www.aci.health.nsw.gov.au/
Contact Person: Tara Dimopoulos-Bick, Manager Patient Experience and Consumer Engagement Email: tara.dimopoulosbick@health.nsw.gov.au
What were the goals and aims of our project?
The aim of the Brain Injury Rehabilitation Program Model of Care review was to engage consumers and families to understand their experiences of receiving care through the Brain Injury Rehabilitation Program (BIRP) in NSW. This was intended to complement the diagnostic report in a project focused on redesigning the model of care.
What did we do and what EBCD tools did we use?
The key tools used to capture consumer and families’ experiences and insights were personas, visual narratives, semi structured interviewing and thematic analysis.
Personas are a representation of the goals and behavior of a group of users linked by their motivations and needs. We built five personas from the expertise within the project team – differing in their needs based on age, type of injury, age and location.
Persona example
Julie (35)
Rural | BIRP inpatient to Rural Transitional |
Julie normally lives on the South Coast of NSW. She is married to Brad who is the main earner and has 2 sons in high school. She works part time as a teachers aid in the local primary school. Julie's life is her kids and their happiness.
Julie fell down a flight of stairs on the way to buy some extra groceries. She was knocked unconscious and taken to local hospital initially then transferred to Sydney BIRP.
After 4 months her Post Traumatic Amnesia resolved but she was left with severe cognitive impairment to time, environment yet knew who she was. Julie was still unable to learn and needed care.
Julie’s key goal is to get closer to home. BIRS hopes to use the local hospital as a transitional care while Max and the boys adjust.
“ I just want to go home and be normal again. Why won’t they let me go home?”
“Julie was always patient and great with the kids at school. She would give up anything for her boys - they are a bit spoilt really but you would never know - they are so polite. ”
By referencing the clinician perspective of the service, we built a journey for each persona from injury to accessing services in the community. This became our narrative and was used to inform a semi structured interview when talking with consumers and their families. The data collected (written and audio recordings) were thematically analyzed and patterns across and within the personas were identified.