Study and experimental development of a new telemedicine service through human-centred design

Home care aims to reduce hospitalisation rates while ensuring the best possible quality of life for patients. However, before the COVID-19 pandemic, home care services were still fairly limited in Italy. The COVID-19 health emergency highlighted the shortcomings of the National Health System, accelerating the adoption of alternative care models. In response to the increase in hospitalisations, the Rapid Intervention Group for Hospitals and Local Areas (GIROT) was created, which operates in the home using diagnostic technologies equivalent to those used in hospitals. The research focused on the experimental development of the current GIROT service at the Careggi University Hospital in Florence, defining a new home care system focused on user experience and interaction between patients, caregivers and healthcare personnel. The methodology followed the scientific and methodological approach of Human-Centred Design, selecting methods to investigate the needs and frustrations of the people involved. Semi-structured interviews were conducted with healthcare personnel and caregivers, and a co-design workshop was held with GIROT doctors from Careggi. The data collected was systematised using tools such as systemic mapping, personas and user journeys. The analysis highlighted some critical issues in the communication channels, which are fragmented and poorly structured, negatively affecting both the quality of healthcare professionals' work and the autonomy and awareness of patients and carers. The research confirmed the need to implement a new telemedicine service, integrating a digital platform for care management that aims to improve the overall experience, facilitating patient on-boar- ding and off-boarding and supporting the work of the healthcare team.