LUCY

TitleLUCY
BrandPRINCE OF WALES HOSPITAL
Product / ServicePRINCE OF WALES HOSPITAL
CategoryA04. Collaborative Creative Effectiveness
EntrantDELOITTE AUSTRALIA Melbourne, AUSTRALIA
Idea Creation DELOITTE AUSTRALIA Melbourne, AUSTRALIA
Media Placement DELOITTE AUSTRALIA Melbourne, AUSTRALIA
PR DELOITTE AUSTRALIA Melbourne, AUSTRALIA
Production DELOITTE AUSTRALIA Melbourne, AUSTRALIA
Additional Company PRINCE OF WALES HOSPITAL Sydney, AUSTRALIA

Credits

Name Company Position
Charles Baylis Deloitte Executive Creative Director
Matt Lawson Deloitte Chief Creative Officer
Adrian Mills Deloitte Partner

Summary

INSPIRATION: In 2015 one of our colleagues lost his elderly father after he fell in his hospital room and was unable to reach the call button to call for help. Three years later, a collaboration between with the Prince of Wales Hospital Foundation, Hospital Management, Amazon, AWS, Service Now and the entrant company created this entry. On the first day of implementation, it saved an elderly patient in the exact same situation that caused the unnecessary death of our colleague's father. This is the story of this innovation, how it came to be and where it’s going to go. CURRENT USER EXPERIENCE: Even in modern hospitals, the primary communication system between patient and nurse is a button for the patient and a bell for the nurse, that can mean anything. An outdated and binary system, it cannot distinguish between a patient’s needs which can vary from a glass of water, right through to situations of life and death. THE BRIEF: The Prince of Wales Hospital in Sydney is home to the leading spinal unit in Australia. It has over 50 beds dedicated to treating patients with conditions including paraplegia and quadriplegia. For spinal patients, the requirement to perform the simple act of hitting a button is beyond the physical ability of many. Our challenge was to bring the alert system into the 21st century, to provide a better experience for patient and nurse alike. In doing so we were hoping to: - Improve the ability of spinal patients to request help - Significantly decrease the time it takes to respond to a request - Find a scaleable solution to prevent unnecessary deaths in hospital rooms OUR IDEA: Put a nurse, in the room, bedside, 24/7. Introducing Lucy. Voice-activated bedside assistance—the next generation in hospital care. Lucy is powered by smart speaker hardware, natural language processing and machine learning to understand a patient’s spoken request, prioritise, and allocate it. Ensuring the right help comes sooner. RESULTS: External studies show that the median response time to a patient request in modern hospitals is 10.4 minutes (see ref JAMA). Within the initial 28-bed initial roll-out of Lucy, the median response time reported was 2 mins and 9 secs. This is a 79.8% reduction in benchmark response times. - 26% of tickets are answered within 1 minute - 55% of tickets are answered within 3 minutes - 63% of tickets are answered within 5 minutes We have also witnessed Lucy: 1. Enhancing patient experience and improved patient satisfaction by providing patient-centred communication and immediate feedback to the patient; 2. Increasing nursing time to care, by reducing the time required for care coordination. FURTHER IMPACT: In the last 12 months, Lucy moved from trial to a permanent roll-out in the Prince of Wales Hospital. Additionally, over the last 9 months, the system has been rolled into two more hospitals and an aged care facility including: • The Burwood Hospital Sydney • Canterbury Hospital New Zealand • Mark Moran Group (aged care) Vaucluse, Sydney