PROJECT
My Master's Dissertation
A knowledge management oriented healthcare's visual model: the healthcare's diagram.
UNIVERSITY University of ABC (Universidade Federal do ABC) POST-GRADUATE PROGRAM Master in Biomedical Engineering YEARS 2015-2016 MY WORK AT THIS PROJECT Researcher Infodesigner K-manager Illustrator TEAM Dr. Harki Tanaka (supervisor) COPYRIGHT CC: Atribution-Noncommercial-NoDerivs REFERENCESBERRY, L. L.; SELTMAN, K. D. Management lessons from Mayo Clinic: inside one of the world’s most amired service organizations. Kindle Edition. ed. New York: Mc Graw Hill, 2008.
BEVILACQUA, T. S. O conceito de interface no contexto do design. 3º CONGIC Congresso Nacional de Iniciação Científica em Design da Informação. Curitiba: [s.n.]. 2007. 2º lugar no Prêmio Jovem Pesquisador. BLACKBURN, P. L. The code model of communication: a powerful methaphor in linguistic metatheory. SIL e-Books, 2007. Disponivel em: <http://www-01.sil.org/silepubs/Pubs/48756/48756_Blackburn%20P_Code%20model%20of%20communication.pdf>. Acesso em: 7 nov. 2016. BRASIL. Constituição Federal de 1988. Brasília: [s.n.], 1988. Disponivel em: <http://www.planalto.gov.br/ccivil_03/constituicao/constituição.htm>. BRASIL. LEI Nº 8.666, DE 21 DE JUNHO DE 1993. Planalto, Brasília, 1993. Disponivel em: <http://www.planalto.gov.br/ccivil_03/leis/L8666cons.htm>. Acesso em: 10 out. 2016. BRASIL. MINISTÉRIO DA SAÚDE. Sistema de Informação de Atenção Básica - SIAB. Data SUS, 2015. Disponivel em: <www.datasus.saude.gov.br>. Acesso em: 10 out. 2016. BRASIL. MINISTÉRIO DA SAÚDE. SECRETARIA EXECUTIVA. Sistema Único de Saúde (SUS): princípios e conquistas. Brasília: Ministério da Saúde, 2000. SSG005. CHOO, C. W. A organização do Conhecimento: como as organizações usam a informação para criar significado, construir conhecimento e tomar decisões. Tradução de Eliana Rocha. 2ª. ed. São Paulo: SENAC São Paulo, 2006. COVEY, S. M. R. The speed of trust: the onde thing that changes everything. Kindle Edition. ed. New York: Free Press, 2006. COSGROVE, T. The Cleveland Clinic Way. Kindle Edition. ed. New York: Mc Graw Hill Education, 2014.104 EVERY, D. Why do you drag a disk image to the trash? Mackido, 1999. Disponivel em: <http://www.mackido.com/Interface/TrashingDisks.html>. Acesso em: 26 mar. 2016. FERREIRA, A. B. D. H. Novo dicionário Aurélio da língua portuguesa. 3 ed. ed. Curitiba: Positivo, 2004. FLUSSER, V. O mundo codificado: por uma filosofia do design e da comunicação. Tradução de Raquel Abi-Sâmara. São Paulo: Cosac Naify, 2007. G1 SÃO PAULO. Entenda como funciona cada unidade de saúde da rede pública. G1 São Paulo, 07 maio 2010. Disponivel em: <http://www.g1.globo.com/sao-paulo/noticia/2010/05/entenda-como-funciona-cada-unidade-de-saude-da-rede-publica>. Acesso em: 09 out. 2016. HARVARD COLLEGE. 5 Imperatives addressing healthcare’s innovation challenge. Forum on Healthcare Innovation. Boston: Harvard Business School. nov. 2012. p. 26. JOHNSON, S. Emergência: a vida integrada de formigas, cérebros, cidades e softwares. Rio de Janeiro: Jorge Zahar Editor, 2003. JONES, P. Design for Care. Kindle edition. ed. New York: Rosenfeld Media, 2013. JONES, P.; VANPATTER, G. Issuu. NextD Design Future Library on Issuu, 2009. Disponivel em: <https://issuu.com/nextd/docs/understandingdesign1_2_3_4>. Acesso em: 10 fev. 2016. LIDWELL, W.; HOLDEN, K.; BUTLER., J. Universal Principles of Design. Kindle Edition. ed. Singapore: Rockport, 2003. MAEDA, J. The Laws of Simplicity. Kindle Edition. ed. Cambridge: MIT Press, 2006. MENDES, E. V. 25 anos do Sistema Único de Saúde: resultados e desafios. Estudos Avançados, 2013. MORR, C. E.; SUBERCAZE, J. Knowledge Management in Healthcare. In: M. CUNHA, A. T. R. S. Handbook of research on development in e-Health and telemedicine: technological and social perspectives. [S.l.]: IGI Global, v. 1, 2010. p. 490-510.105 NONAKA, I.; TAKEUCHI, H. The Kowledge-Creating Company. [S.l.]: [s.n.], 1995. NONAKA, I.; TAKEUCHI, H. Gestão do Conhecimento. Tradução de Ana Thorell. Porto Alegre: Bookman, 2008. NORMAN, D. The Invisible Computer: Why Good Products Can Fail, the Personal Computer Is So Complex, and Information Appliances Are The Solution. Kindle Edition. ed. Cambridge: MIT Press, 1998. NORMAN, D. Living With Complexity. Kindle Edition. ed. Cambridge: MIT Press, 2011. NORMAN, D. Core77, 06 dez. 2014. Disponivel em: <http://www.core77.com/posts/27986/Why-DesignX-Designers-and-Complex-Systems>. Acesso em: 2015. NORMAN, D. Apple’s products are getting harder to use because they ignore principles of design. Donald Norman: designing for people, 2015. Disponivel em: <http://www.jnd.org/dn.mss/apples_products_are.html>. Acesso em: 26 mar. 2016. NORMAN, D.; STAPPERS, P. Design X: Complex sociotechnical systems. The Journal of Design, Economics and Innovation, v. 1, n. 2, 2015. OXMAN, N. Age of Entanglement. PubPub, 13 jan. 2016. Disponivel em: <http://jods.mitpress.mit.edu/pub/AgeOfEntanglement>. Acesso em: 22 mar. 2016. OSTERWALDER, A.; PIGNEUR., Y. Business model generation: a handbook for visionaries, game changers and challengers. New Jersey: John Wiley & Sons, Inc., 2010. ORIGEM DA PALAVRA. Mantendo segredo. Origem da Palavra, 17 fev. 2013. Disponivel em: <http://origemdapalavra.com.br/site/palavras/informacao/>. Acesso em: 17 out. 2016. PAIM, J. et al. O sistema de saúde brasileiro: história, avanços e desafios. The Lancet, maio 2011. PESSOA, F. As múltiplas faces de Fernando Pessoa. 2ª. ed. São Paulo: Núcleo, 1995. SCHARMER, O. Theory U. Kindle Edition. ed. San Francisco: Berrett-Koehler , 2009. SENGE, P. The Fifth Discipline: The Art & Practice of the Learning Organization. 2nd - Kin106 dle Edition. ed. New York: Currency, 1990. SHANNON, C. E. A mathematical Theory of Communication. The Bell System Technical Journal, 1948. Disponivel em: <http://worrydream.com/refs/Shannon%20-%20A%20Mathematical%20Theory%20of%20Communication.pdf>. Acesso em: 7 nov. 2016. STEWART, T. Intellectual Capital: the new wealth of organizations. Kindle Edition. ed. New York: Crown Business, 1998. TEIVE, B. D. Obra Aberta. Arquivo Pessoa, 08 jun. 2015. Disponivel em: <http://arquivopessoa.net/textos/194>. Acesso em: 21 abr. 2016. THE DESIGN COLLABORATIVE. Essays. JND.org, 04 dez. 2014. Disponivel em: <http://www.jnd.org/dn.mss/designx_a_future_pa.html>. Acesso em: 02 set. 2014. UOL NOTÍCIAS. Entenda a diferença entre AMA, pronto-socorro e UBS. UOL Notícias, 28 mar. 2008. Disponivel em: <http://noticias.uol.com.br/ultnot/2008/03/28/ult23u1605.jhtm>. Acesso em: 04 out. 2016. VANPATTER, G.; PASTOR, E. NextD Design Geographies. Issuu, 2011. Disponivel em: <https://issuu.com/nextd/docs/nextdfutures2011_v02>. Acesso em: 22 abr. 2016. VANPATTER, G.; PASTOR, E. Humantific : The Other Designthinking. Issuu, 2013. Disponivel em: <https://issuu.com/humantific/docs/theotherdesignthinking>. Acesso em: 22 abr. 2016. |
I am particularly proud of my Master's Dissertation. I ventured myself into this new world called Biomedical Engineering to develop my master's research. It was two years of intense hard work that ended in this humble piece of work.
ABSTRACT
Healthcare systems are facing constant challenges to ensure their sustainability and innovation. Even though technological solutions are often considered relevants and priorities, their implementations not always promotes significant changes within the system that in fact innovates them. The main reason for that may be that technological solutions are typically built to manage information while complex problems, like healthcare, require knowledge management. The present dissertation has as main objectives to present a new perspective towards healthcare organisations throughout the elaboration of a visual model oriented to knowledge management, relates the role design plays in complex problems and suggests ways to apply the visual model in problems solutions, using the example of the extension project case, developed in a partnership between the University of ABC and the Secretary of Health of a city in the metropolitan region of ABC (São Paulo). The result of this dissertation is the design of the Healthcare's Diagram as a visual model oriented to knowledge management in healthcare and its application in real situations. As future challenges, it is possible to highlight its application in diverse problems in complex systems. Key words: biomedical engineering, design, knowledge management, complex systems. OVERVIEWUnderstanding Brazilian healthcare system
The first part of my dissertation explores how the present Brazilian healthcare system (SUS) is structured and works. It is based on three organizational principles ( decentralization, hierarchy and regionalization). The SUS framework is organised by it's complexity: the user usually enters the system by the primary healthcare entrances and is directed to more complex structures if necessary. Basically, there are two mainstreams in the SUS framework: an adminstrative and a health service mainstream.
Healthcare systems main activities depend on specific knowledges regardless whether they are managerial or medical activities (MORR and SUBERCAZE, 2010). That means, the main asset of a healthcare organisation is the knowledge that exists within it.
The complexity of the system makes it difficult to understand the flows of knowledge that exists within it, and it is even harder to manage them. Being able to manage knowledge may be key to optimise workflows, costs and quality of the services provided. Therefore, my research proposed to combine knowledges from two different areas to enable the understanding of the complexity of a healthcare system: knowledge management and design. Designer: the interpreter
The design origins reveals that the designer is an interpreter, a person who can understand different parts of a system and integrate them through an interface. As the interactions between the parts of a system become more and more complex, the need of an interpreter becomes more evident. The modern designer works in sensemaking, which means he works to bring meaningful experiences to life. Meaningful: to whom?
Whenever we think of something meaningful, we must have in mind: to whom is it meaningful? That is key into understanding why is it so hard to find and track knowledge within a complex organisation. As a designer, I had to find out what piece of information and knowledge should be available or accessed by whom, and I came to identify four main actors in healthcare: patients, health professionals, managers and scientists. These four actors interact with each other in every healthcare activity. Depending on the activity, not all actors may be directly involved, but basically they represent four major sectors of knowledge that are independent from each other but, within a healthcare system they interface.
The Healthcare's Diagram
At this work, I propose a diagram to organise these interfaces between actors. The diagram is divided into four sections: Sp, Ss, Sg and Sc. They represent respectively the Patients, Health professionals, Managers and Scientists.
Each section is subdivided into three arches that represents the structures of each sector. To understand how the diagram was designed and why, it's important to know three important knowledge management concepts:
Nonaka and Takeuchi's Knowledge definition
Based on Nonaka and Takeuchi's theory of Knowledge Management, there are two types of knowledge: tacit and explicit. Tacit knowledge are related to feelings, to the "know-how" of things, and insights. The explicit knowledge, however, is related to data, information, verbal communication, anything that could be expressed, structured or verbalised. Nonaka and Takeuchi's Knowledge conversion
They believe that knowledge can be converted from tacit to explicit and vice versa by some processes: socialisation, externalisation, combination and internalisation. That means that the knowledge can flow (pass from person to person, or from group to group) within an organisation throughout these processes. Nonaka and Takeuchi's Ba definition
The third very important contribution of Nonaka and Takeuchi is the definition of Ba. Ba represents where this processes take place. Its is not specifically a place, actually, it is more of a virtual ambiance where the exchanges of knowledge may happen. In other words, the Ba is the shared context where knowledge can be exchanged. The center of the Healthcare's diagram is the Ba. Any Ba. Depending on the activity, service or situation someone wishes to look upon to identify or track knowledge within a healthcare organisation, the Ba may change.
For example: If someone wishes to develop a new EMR (Eletronic medical record) the "Software Design Project" will be the Ba. If someone wants to re-design the nursing workflow of a hospital, the "Re-design of nursing" will be the Ba. So, whatever the issue is, it will occupy the Ba (central) position. The sections represents the knowledges that each of the four actors may have towards the Ba. In the "Software Design Project" example, each actor would have an array of knowledges to contribute to the project:
The arches of the diagram
The exterior arches (Ae) represents the mindset of each section. Society, Medicine, Government and Science are respectively related to each section Sp, Ss, Sg and Sc. They usually are the collective, they have no responsible person or entity: they are the mob mentality of each section.
The knowledge dynamics
Once we understand the main Knowledge Management principles and we learn how the diagram is designed, we can understand the dynamics of knowledge within the system. They can be: Do you want a practical example of the Healthcare's diagram?This page is a brief explanation of my Master's dissertation. If you have an interest in learning more, please, do not hesitate to contact me! I'll be thrilled to provide you further information on the subject.
Want to know more?You can download the complete dissertation by clicking on the link below! (Available in portuguese only.)
|
More projects like this
// 2017 // Todos os direitos reservados // Design por Tatí Bevilacqua // Created with Weebly //