Building Connections: How to Empathy Map

Health care is a complex system consisting of various teams that work interdependently to achieve safe and quality care for patients. Hence, patient safety (PS) and quality improvement (QI) are important competencies set forth by ACGME. Residency programs over the years have incorporated various quality improvement frameworks into the curriculum for internal medicine residents. However, given the complexity of health care, traditional QI modalities often fail to sustain changes brought on by these initiatives.

A user centered design thinking (DT) framework, a novel model for process change and research challenges current processes and assumptions to redesign health care systems to allow for broad-based sustainable change and to build capacity for innovation. Central to DT is understanding the end user by building deep empathy for the end user. Empathy mapping in this process allows engagement of the end user and takes into consideration their thoughts and feelings related to the current challenge.

This workshop will introduce the learners to the basics of DT and its role in health care QI. Learners will gain knowledge on how to conduct empathy mapping as the first step in the DT process and how to integrate it into their QI process. Finally, learners will participate in small group sessions to practice empathy mapping based on case examples and brainstorm on how empathy mapping can be utilized to address problems at an institution.