Company: Intermountain Health

Client: In-house Project

Country: USA

Our unique Teen to Adult Healthcare Transition project started in 2023, stands out because it addresses the significant challenge of transitioning from pediatric to adult healthcare. Developed in collaboration with Intermountain's CX Design team, this initiative is a proactive step to support adolescents in managing their health as they transition to adult care.

Our project, born from collaborative discussions between pediatric healthcare leaders and our service design team, responds to the consistent voices of patients. These patients expressed confusion and difficulties in navigating the health system independently. Clinical leaders and community stakeholders also identified a gap in service provision, necessitating a redesign of the pediatric patient transition to the adult care journey.

Initially focusing on pediatric patients with complex, chronic conditions, the project evolved to potentially address the journey for every pediatric patient aged 11-18, as challenges were not unique to one group. This inclusive approach was developed based on data from interviews, observations, conversations, and co-design sessions with stakeholders and end users, making everyone feel valued and integral to the process.

The program began with a comprehensive assessment of the current state of transition in care. Surveys (54) and interviews (30) involving various stakeholders such as pediatricians, adult providers, school officials, and community partners provided valuable insights into needs, behaviors, and concerns. This thorough assessment, which included a wide range of perspectives, reassures us that we are addressing the most pressing issues in the transition process.

Our research identified four key moments that define the transition journey, which we call "Moments that matter." These moments include educational and coaching efforts, transition planning kick-off, warm handoffs and transfers, establishing adult care, and acknowledging gaps in the process. We prioritized addressing infrastructure and care collaboration at each moment through targeted interventions.

Central to our approach was the "How might we?" sections, outlining specific actions to improve care coordination and provide infrastructure support at each transition moment. These steps aimed to lay down a roadmap for the initiative and clarify the next steps.

Emphasizing the need for multiple initiatives to address diverse challenges, we advocated for a holistic ecosystem of solutions. Further engagement with patients and families through brainstorming sessions and continued participation aimed to co-design solutions that met their needs. Recognizing the necessity for a multipronged approach, we acknowledged no one-size-fits-all solution.

We will continuously measure the program's impact using qualitative and quantitative metrics like user numbers, satisfaction scores, and ease of use. Once fully developed, the initiative will initially reach 110-120k pediatric patients aged 11 to 14 and 250-260k patients aged 11 to 18. Outcomes will be reported semi-annually through summits, conferences, annual reports, and targeted communication channels, and regular patient/family surveys will provide feedback and ideas for improvement