Equicare addresses gaps in Long COVID care and cultural competencies through its comprehensive certificate program, connects patients with Equicare-certified providers, and empowers its users with internal tools to combat health disparities.

Project Case Study

INTRODUCTION

Inspiration: In February, my mom was diagnosed with stage four ovarian cancer. What felt like overnight, I moved to the SF Bay Area to care for her. As a Filipinx immigrant, I witnessed how providers' rapid communication and medical jargon left her embarrassed to admit confusion due to language barriers. As a queer person of color, I also understand the challenge of finding compassionate healthcare and fear of discrimination. These experiences sparked my interest in social determinants of health, patient-centered innovation, and design justice.

Problem: According to the CDC, over 17 million American adults are grappling with Long COVID (LC). An HHS report found that people of color, bi/trans individuals, and women are disproportionately affected. // Solution: Equicare fills knowledge gaps in LC and cultural competencies with a provider certificate program, a provider directory, and internal tools to foster trust and positive patient-provider interactions.

Goals: Equicare aligns with Track 2: Raise Knowledge of LC & Track 3: Strengthen Community Support. // Process: I used “Double Diamond” Design Thinking, an iterative framework divided into four phases, allowing me to center human needs.

PHASE I: DISCOVER

I based my research on the Health+ LC Human-Centered Design Report, focusing on the initial stages of The Ideal Treatment Journey for people with LC: when they first experience symptoms and seek medical help, and when they visit a healthcare provider who understands and believes them. This would have an immediate impact for marginalized groups who face difficulties accessing U.S. healthcare.

I also found that health disparities arise from discrimination (i.e., stigma, implicit bias, and identity-based discrimination). Additionally, a lack of cultural competency training among providers exacerbates distrust, especially among trans individuals, preventing them from seeking care.

PHASE II: DEFINE

After exploration, I gathered three insights:

• Preparation for Health Care Providers: Many providers lack the readiness to acknowledge or understand LC, leaving patients without validation or effective options.

• System Navigation: Patients with LC face significant challenges in navigating healthcare and support systems, requiring them to self-educate, self-advocate, and manage their care independently.

• Healthcare Disparities: LC exacerbates existing healthcare disparities, reflecting inequalities seen in diseases like cancer. Without removing systemic barriers, structural inequities persist.

Based on these insights, I revised my problem: "How might we ensure those living with LC receive empathetic, compassionate, and culturally sensitive care?"

PHASE III: DESIGN (EXPLORE)

With a clear goal, I drew inspiration from Health+ report's opportunity areas 6 & 7. After brainstorming ideas through Crazy 8 and Laddering exercises, I decided on a mobile-first digital platform with three key components: a Certificate Program, a Provider Directory, and a LC Care Manager. These were prioritized based on an Impact vs. Effort matrix aligned with user needs and objectives from Tracks 2 and 3.

With feedback from my mentor at All Tech is Human, I became inspired by Equicare's potential in addressing health literacy and language barriers in underserved communities. I got stuck on assumptions I made on provider engagement, but later transformed those assumptions into questions for testing.

PHASE IV: DESIGN (TEST)

Next, I created user flows and sketched screens to visualize the Equicare experience. I then translated these into high-fidelity mockups on Figma for prototyping. As next steps, I plan to conduct usability tests with patients for feedback and refinement, concept tests with healthcare providers, and hopefully partner with engineers to develop Equicare.

Future Impact: I'm currently working with a business mentor via Foothill College to create a sustainable business plan. Equicare aims to work with a nonprofit to develop a curated curriculum for health institutions and medical schools. It also plans to expand the curriculum to cover more illnesses and launch a fellowship program to diversify healthcare talent in critical areas.

RETROSPECTIVE

The past four weeks tested my resolve as I juggled a full-time course load while supporting my mother with medical appointments, including emergency surgery. Despite moments of doubt, I persevered. I recognized that my experiences as a caregiver reflect the issues this Healthathon seeks to address.

During the May 3rd check-in, Michelle Medeiros of The PATIENTS Program shared that to eliminate healthcare disparities, we must remove the systemic barriers causing the inequity. Equicare is rooted in this belief, which has fueled my drive to persevere and create equitable health outcomes for all.

This post was edited on Sep 19, 2024 by Health+ Long COVID