Exceptional emergency care. Everywhere.

BC Emergency Network Discovery, Branding, and Online Tool Development

British Columbia’s sprawling geography with urban, rural, and remote centres adds complexity to the network of care, particularly in the case of emergency care. Under the leadership of emergency medicine physician and UBC professor Dr. Jim Cristensen, the BC Emergency Medicine Network (BC EMN) was formed to address these challenges. The BC EMN recognized the need to connect and support emergency physicians in diverse settings across British Columbia, enabling them to communicate, share knowledge, and access high value resources. Be the Change Group was hired as a partner at the beginning of the creation of the network to engage with the network’s potential members across the province, help shape its brand, and design and build an online interactive tool in order to help address this need.

In our signature discovery process, we conducted a scoping literature review, and collected data via our custom-built surveys, focus groups, site visits, and key informant interviews. After gathering and analyzing information from more than 300 physicians, we produced a detailed discovery report with recommendations to the network leads, ensuring that we developed and designed a brand and online interactive tool that was informed by evidence and shaped by the users.

We built the BC EMN’s brand and an exceptionally functional, user-friendly custom management system (CMS) website that includes a private member area, member directory, member discussions, blogs, podcasts, provincial emergency medicine course listings and calendar, clinical point-of-care resources, and various other integrated features and highlights of emergency medicine in the province. The website launched in September 2017, and we have continued to partner with the BC EMN to provide communications support and design, and the development of additional features.

SECTOR

  • Digital health
  • Emergency medicine
  • Health care

SERVICES

  • Branding
  • Communications
  • Copywriting
  • Digital design
  • Print design
  • Research
  • Strategy
  • Website development

impact

The Change

300

stakeholders were engaged.

75%

75% of all emergency medicine doctors practicing in B.C. are on the network website.

discovery

Our discovery process

In our comprehensive, three-month discovery process, we conducted an online survey of 208 emergency physicians from across B.C., interviews with 21 key informants, and site visits and focus groups at 14 emergency medicine sites in every health authority across the province.

discovery

Scoping literature review

Using a range of databases, we conducted a scoping literature review of communication-related workflow inefficiencies, challenges and facilitators to the adoption of internet-based communication technologies, and trends in digital tools used by care providers. Two members of our team conducted literature searches independently, and content was reviewed collectively to identify common themes and summarize key findings for the final discovery report.

discovery

Site visits

Our research team conducted 14 focus groups at 13 hospital sites across B.C. Site visits entailed discussions with practicing emergency medicine physicians, emergency medicine residents, and nurse and operations leads regarding their preferences for the virtual network. Site visits also included tours of emergency rooms and technology in urban, rural, and remote settings.

discovery

Survey

We developed and distributed an anonymous, confidential, internet-based survey in an iterative process advised by the BC EMN, and distributed it through organizational channels. Live for 24 consecutive days, the survey took approximately ten minutes to complete and garnered 208 respondents, with an 86% completion rate.

Discovery

Key informant interviews

Key informant interviews were conducted by teleconference with 21 physicians who work in leadership roles in emergency medicine departments in various rural, remote, and urban settings across the province. All interviews were recorded and transcribed, and two members of our team analyzed interview transcriptions for key themes.

discovery

Report and recommendations

Our report presents a comprehensive, evidence- and stakeholder-driven data collection and analysis of how B.C. emergency medicine physicians access information and communicate online. To ensure that the BC EMN delivers current best practices and clinical information in a secure, timely, and supportive manner, the report makes clear recommendations regarding branding; planning, design, development, and launch of the online tool; and in-house training.

The brand

The brand discovery survey and report

After surveying key BC EMN project and leadership team members using a series of general, emotive, brand-specific, and messaging and copy style questions, we coded the responses, summarized the content, and identified key themes regarding branding for consideration by the BC EMN team. Following the discovery we provided three brand options, and ultimately landed on the one that best represented the network and the digital tool we were building for emergency medicine physicians in B.C. to connect, share ideas, and improve their practice, ultimately improving patient care.

Our solution

Website summary

A custom management system (CMS) WordPress platform that features a user-friendly interface and consistent functionality with various integrated features and highlights of emergency medicine in the province. We continue to develop new features as BC EMN identifies new goals for service.

Clinical Resources

A collection of various emergency room resources collated by network members, from reputable resources, including BC specific clinical summaries addressing core clinical questions developed by emergency practitioners across the province. These resources are presented succinctly for use on shift, updated to reflect new knowledge, and tailored to meet the needs of members across the network.

Member Directory

This is BC’s only directory of emergency medicine practitioners from across the province, working in tertiary, large community, rural, and remote emergency departments. The smart directory allows members to search for each other by name, hospital, health authority, and clinical interests.

The Lounge

In urban centres, hospitals have doctor’s lounges where colleagues can socialize, share ideas, or discuss clinical cases in privacy. The opportunity to have a virtual space where physicians can connect across the province and share experiences from both urban, rural, and remote centres improves collective clinical experience. It includes blogs, podcast, and a private member discussion board.

Courses

Continuing professional development (CPD) can be difficult when you have to go to multiple organizations to look and register for them. In addition to developing their own CPD courses, BC EMN also brought together a comprehensive and accessible list of CPD for all emergency medicine practitioners in BC.

Research

Research moves forward when we stop working in silos and start collaborating with others. The network facilitates collaboration on a range of clinically relevant research programs and initiatives in BC. Members can see featured research and reach out to principal investigators to participate in research in the BC or find out more. It also helps facilitate knowledge translation and dialogue between researchers.

our solution

User testing

The advisory map was tested with the general public in Invermere, Kelowna, Penticton, and Kamloops via in-person, focus group user testing. User testing helped identify actionable updates for the map including lightening up the designs; creating more contrast between roads, land, and bodies of water; including more detail such as buildings, parks, and structures; and, in general, simplifying the designs by eliminating extraneous information that takes away from the main message and purpose of the map. In addition, resources including the videos and explanations of advisory types were also user-tested with the public for clarity. Once changes based on user feedback were incorporated, the advisory map was launched.

Partnership

Continuing our collaboration with the BC EMN team

The launch was not the end, it was just the beginning. We continue to support the BC EMN through website maintenance, the development and testing of new features based on member feedback, communications strategy, and design support for project-related assets.

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