Joy Park

Empowering Providers To Build
Deeper Connections With Patients
Co-created a spiritual care delivery process and six features with primary care clinicians, transitioning to provider-led approach and increasing patient access to the Spiritual Care Center.

Role
Service Design Lead

Responsibilities
Service flow map

Body-storming activity

Rapid concept testing 1:1 interviews

Workshop design and facilitation

Team
Thomas Aldinger, Project Director
Shelby Graves, Project Manager
Liza Eckert, Researcher

Client
AdventHealth Mission & Ministry

Date
June 2024 – January 2025

Redesigning Spiritual Care Journey

Initially envisioned as a unique differentiator, Spiritual Care in the outpatient setting had lost its intended purpose, becoming a checklist-driven process rather than a meaningful touchpoint. To restore its impact, we redesigned Spiritual Care to be a core element of both the employee and customer experience at AdventHealth.

I led the creation and orchestration of service components aimed at fostering deeper provider-patient connections. With a pilot program in mind, I focused on designing new processes and tools that seamlessly integrate with existing workflows, ensuring a more meaningful and effective approach to Spiritual Care.

Brainstorming Workshop

I co-designed a bodystorming activity, leading 20 participants through role-playing exercises based on four different care visit scenarios. The goal was to foster deep empathy for the user's perspective and uncover valuable insights through physical movement and interaction.

The team explored and brainstormed key ideas and language for four stages of the spiritual journey, considering various customer situations and care scenarios across primary care, urgent care, and specialty visits.

Spiritual Care Delivery Process Iterations

I translated the workshop insights into a visual framework, which we tested with 15 customers in focus groups. Additionally, I conducted one-on-one interviews with 4 providers and 4 practice managers. Through ongoing feedback and iterative collaboration with clinicians and operations leaders, I simplified the flow and incorporated new elements as the project evolved.

New Spiritual Care Delivery Storyboard

Designing 6 Service Components

I was responsible for designing all digital and physical components that enabled deeper provider-patient connection. Collaborated with clinical, operational, brand and product teams.

Pilot Across 8 Sites

We launched the pilot program in primary care and urgent clinics across the US, with 200+ participants of physicians, providers, and team members to test new and redesigned service components in a live environment.

After pilot launch, I interviewed with 8 practice managers to capture market nuances of each clinic’s decision on the operation workflow.

Recommendations for Scaling

The pilot generated significant excitement and provided clarity to leadership, paving the way for the scalable launch of the Spiritual Care definition and a redefined digital assessment process, including Epic documentation.

One of the recommendations from our team was to further test the timing components because there was a misalignment between providers and leadership on the frequency of spiritual health indicator assessments for patients. The Chief Mission Integration Officer and project sponsors accepted our recommendations and set a plan to test in 50 primary care offices and 100 speciality offices before the system-wide launch across 9 states in Q3 2025.