Description:

"U-Turn focuses on ensuring that a consistent circulation of loaned rehabilitation equipment is encouraged in the community of Wellington, New Zealand." The Wellington Regional Hospital issued a plea in 2023 to the community to return their overdue rehabilitation equipment. This medical equipment is provided on a short-term basis and is designed to enable patients to continue their health journeys from the comfort of their homes. However, statistics present a worrisome trend in community return rates, suggesting a prolonged issue we sought to address. A range of approaches for communication was developed and trialed alongside the local hospital to understand effective means of promoting equipment return, with a multi-approach identified as appropriate for reaching users and providing methods of convenient return. At the core of the project is a focus on communication and service design principles. By refining and defining aspects of the current service, the project seeks to identify pain points and opportunities for improvement. This involves understanding the needs of both healthcare professionals and patients, as well as streamlining processes to enhance efficiency. Visual communication strategies, 3D product techniques, and manufacturing are key components of the project’s approach. These tools enable the creation of user-friendly experiences and facilitate better communication between stakeholders. By leveraging these interdisciplinary techniques, the project aims to develop an accessible service model that encourages the consistent circulation of medical equipment in the Wellington community. This project heavily focused on a community-centric approach towards creating awareness and service within the Wellington community. In a previous team collaboration, and continued support from Health New Zealand, Te Whatu Ora’s Improvement and Innovation team, based in Wellington. The aim was to proceed with generating an appropriate outcome more accessible to the Wellington Region on a scalable basis for intentions of the possibility of national usage. Our health system plays a crucial role in facilitating quality care; this includes the distribution of medical and rehabilitation equipment to communities. Numerous factors contribute to significant delays or failures in equipment returns, intensifying the pressures healthcare services are already experiencing. Foreseen delays during an equipment shortage could lead to long waiting times and substantial annual costs to replace lost assets.