Objective
To goal of this project was to develop a dynamic resource that includes scripting for how a dental office staff would deny access to care because a patient is exhibiting COVID symptoms.
· Upon completion dental office staff will identify when to deny patient care.
· Upon completion dental office staff will be able to communicate clearly and with empathy, why a patient cannot obtain care.
Role:
Visual Designer
Instructional UX Designer
Duration:
3 days
Interview
In order to get more information about dental hygiene and Covid-19 protocols, I had a 30 minute interview with Michelle Corbo, PHR, Employment Practices Analyst at California Dental Association. During this interview, I asked a series of questions that helped build the roadmap for this dynamic learning resource:
What are the current issues we have with screening patients for Covid-19 in the dental office?
With the Covid screening form, how do we identify when to deny patient care?
Would you be able to walk through the steps as if you were a dental staff.
Who makes the final decisions? And are there any exceptions to this rule?
What is the process of denying patient care?
Are there situations where we need to deescalate? What happens if the patient is unwilling to leave?
What are the takeaways that you want to see in this training?
What is the approach a dental office staff should take to communicate this clearly and with empathy?
How do you think a dental office staff can practice or learn this approach?
How do you measure that they’re trained?
Findings
Dental staff have difficulty when required to deny patient care.
Practice should be done by reviewing the covid-19 screening form.
Staff should have understanding with the doctor/owner about the protocol.
There is an additional helpline for patients to call
TARGET GOAL
Since this resource library is available on California Dental Association web portal, the format of the content will be a web-based training. Dental professionals and practices will then be able to access the course on their own schedule.
OUTCOME
Upon the initial phone interview, I conducted a card sorting exercise that helped me build the user flow. Because of the time constraint, we moved onto a storyboard, that was then used to create a high-fidelity clickable prototype.
