Verbal and Nonverbal Communication

Activity Title: Verbal and Nonverbal Communication
How could the design of the system be changed to prevent such errors in future?
Discussion Question:
1. Using the ten principles of usability, make at least SIX (6) recommendations to
correct this problem in the future.
Designing for Safety – “First do no harm” – First principle of medical

practice. Especially patient safety –medical complexity is a main barrier to safety.
Why usability matters? eHealth interventions offer significant promise to bridge
the digital divide: such as problems with usability and poor design
disproportionately affect lower computer literacy users. Exacerbate the digital
divide and possibly increase health disparities. Good design in health care
should be…
User control and freedom

Users often choose system functions by mistake and will need a clearly marked
"emergency exit" to leave the unwanted state without having to go through an
extended dialogue. Support undo and redo.
Error prevention
Even better than good error messages is a careful design which prevents a problem
from occurring in the first place. Either eliminate error-prone conditions or check
for them and present users with a confirmation option before they commit to the
action.
Recognition rather than recall

Minimize the user's memory load by making objects, actions, and options visible.
The user should not have to remember information from one part of the dialogue
to another. Instructions for use of the system should be visible or easily retrievable
whenever appropriate.
Flexibility and efficiency of use

Accelerators — unseen by the novice user — may often speed up the interaction for
the expert user such that the system can cater to both inexperienced and
experienced users. Allow users to tailor frequent actions.
Help users recognize, diagnose, and recover from errors

Error messages should be expressed in plain language (no codes), precisely
indicate the problem, and constructively suggest a solution.
QUIMAN, QUENNIE VALERYN A. BSN 2

Activity Title: Verbal and Nonverbal Communication
Help and documentation

Even though it is better if the system can be used without documentation, it may
be necessary to provide help and documentation. Any such information should be
easy to search, focused on the user's task, list concrete steps to be carried out, and
not be too large.
Or it could be this other way around…
1. Is accurate — when clinical information is recorded it should be valid and pass
stringent checks before it is stored and passed to the end-user. Care providers and support
staff depend on this information being correct to make clinical decisions. As a safeguard,
there should be a record of authorship for each value/section of a patient record in the
event there are any questions with its validity. Patients should have the option to comment
on, correct, or even question the information that is presented. Now that the patient is a
part of the conversation, it is vital that the lines of communication are clear and the burden
of data integrity is shared.
2. Is immediately available — not all decisions made in healthcare are time-sensitive,
but the real-time data availability will address a wide array of use cases. If we can shorten
the time between data collection and information sharing, we stand a better chance at
avoiding costly medical errors and waste with repeat tests.
3. Is comprehensive — it is important that the patient has a complete view of their
medical information. Outside of the standardized sections of the health record, much of
the data is unstructured and cannot be fully utilized by a single company. Opening up this
information to others we can build new experiences and interpretations on top of that data
to better serve patients and their families.
4. Is clear for the end-user — sharing raw clinical information is not always the best
option. Patients may need some translation of terms and values. The uninterpreted data
in its original form should be made available, but any additional support we can add to
make it consumer-friendly, the easier it is for patients to act on the data that they have.
5. Is collaborative — open API access and structured data sharing will expand
applications in population health. De-identified records and data donation will allow
researchers and matching services for clinical trials to be more effective. We are starting
by moving individual records securely between members of the patient’s care team to help
get everyone on the same page.
6. Is portable — interoperability may be healthcare’s biggest challenge, but it is already a
reality in other industries. Once the data has been made available to the engineering
community (via APIs) it can flow between systems with little friction. The exposure of
health information is distributed and limited to the types of information that each provider
is allowed access to by the patient. This also means that stale data needs to be refreshed
and kept up-to-date.
QUIMAN, QUENNIE VALERYN A. BSN 2

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Activity Title: Verbal and Nonverbal Communication

Designing for Safety – “First do no harm” – First principle of medical

User control and freedom

Recognition rather than recall

Flexibility and efficiency of use

Help users recognize, diagnose, and recover from errors

QUIMAN, QUENNIE VALERYN A. BSN 2

Help and documentation

QUIMAN, QUENNIE VALERYN A. BSN 2

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