Creating the perfect fit through co-design: Learnings from MyED
Tracks
Room 1
| Monday, November 30, 2026 |
| 3:30 PM - 3:50 PM |
| Plenary Room - Grand Central |
Overview
Prof Robyn Clay-Williams
Speaker
Prof Robyn Clay-Williams
Macquarie University
Creating the perfect fit through co-design: Learnings from MyED
Abstract
Introduction/Aim
NSW Emergency Departments (EDs) are under pressure, wait times have increased over the last decade and patients are spending longer in ED. Consumers who are older, are living with disability, present with a mental health condition, are Aboriginal and Torres Strait Islander, or who come from culturally and linguistically diverse backgrounds, spend longer than average in the ED and have worse outcomes. Over the last five years, we have worked with these consumers and the clinicians who treat them, to understand their needs and to co-design new models of care that improve the health outcomes and experience for these groups. This presentation aims to provide key lessons learned from our MyED project.
Methods
We employed a qualitative approach, guided by the principles of Experience-Based Co-Design (EBCD) and supported by Cognitive Work Analysis (CWA).
Results
We conducted interviews with 105 patients/carers from the five patient cohorts, 31 epistemic experts and 52 clinicians/ED staff; delivered 10 co-design workshops and 10 yarning circles; and developed and refined 13 critical interventions to improve care delivery and patient/staff experience. Key lessons learned from MyED were: EBCD is a powerful, inclusive method for understanding and resolving conflicting participant needs and collaboratively identifying improvement ideas; co-design must be carefully adapted for each participating group; (much) more time is needed than expected to develop ideas into practical interventions; CWA is powerful for understanding system constraints but less suited to fast-paced design processes; buy-in from healthcare executives can be difficult despite research evidence and a watertight business case for the proposed improvements; clinicians do not wait for data analysis and report write-ups to implement change.
Discussion/Implications
Co-designing with consumers and clinicians can support a perfect fit meeting patient and staff needs. Rapid human factors methods are needed that are robust but easy to apply in clinical workspaces.
NSW Emergency Departments (EDs) are under pressure, wait times have increased over the last decade and patients are spending longer in ED. Consumers who are older, are living with disability, present with a mental health condition, are Aboriginal and Torres Strait Islander, or who come from culturally and linguistically diverse backgrounds, spend longer than average in the ED and have worse outcomes. Over the last five years, we have worked with these consumers and the clinicians who treat them, to understand their needs and to co-design new models of care that improve the health outcomes and experience for these groups. This presentation aims to provide key lessons learned from our MyED project.
Methods
We employed a qualitative approach, guided by the principles of Experience-Based Co-Design (EBCD) and supported by Cognitive Work Analysis (CWA).
Results
We conducted interviews with 105 patients/carers from the five patient cohorts, 31 epistemic experts and 52 clinicians/ED staff; delivered 10 co-design workshops and 10 yarning circles; and developed and refined 13 critical interventions to improve care delivery and patient/staff experience. Key lessons learned from MyED were: EBCD is a powerful, inclusive method for understanding and resolving conflicting participant needs and collaboratively identifying improvement ideas; co-design must be carefully adapted for each participating group; (much) more time is needed than expected to develop ideas into practical interventions; CWA is powerful for understanding system constraints but less suited to fast-paced design processes; buy-in from healthcare executives can be difficult despite research evidence and a watertight business case for the proposed improvements; clinicians do not wait for data analysis and report write-ups to implement change.
Discussion/Implications
Co-designing with consumers and clinicians can support a perfect fit meeting patient and staff needs. Rapid human factors methods are needed that are robust but easy to apply in clinical workspaces.
Biography
Professor Robyn Clay-Williams leads a research program at the Australian Institute of Health Innovation, Macquarie University, in the field of human factors in healthcare. Over a career spanning nearly 45 years in aviation and healthcare, Robyn has worked extensively to develop and evaluate systems to make them fit for purpose and easier to use. Her research program has significantly advanced understanding about how health systems function and how to improve them. She has published extensively, producing over 300 peer-reviewed academic outputs, with over 6000 citations. Robyn provides expert advice to policymakers, clinicians, researchers and consumers across Australia and globally, and has made international contributions, including invited lectures, to universities in the US, Europe, Asia and South America. Currently Robyn is leading a team to develop new models of care to improve Emergency Department performance, and patient experience and outcomes for five vulnerable patient cohorts: older adults, ethnic minorities, people living with disability, people living with mental illness, and Indigenous Australians. Her 2019 TEDx talk on human factors is available on the global TED.com platform. Prior to her academic career, Robyn was a Royal Australian Air Force test pilot and currently serves in the RAAF Reserve as a Group Captain.
