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How can we communicate the
potentially dangerous implications of our product?
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Question: |
How
do we tell patients that their medical device can malfunction
resulting in serious consequences for their health? What
do particular sections of the Patient Manual mean? Is
there a better way of communicating the seriousness of these
issues without frightening the patient too much? |
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Methods: |
In-depth
personal and telephone interviews. |
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Response: |
Respondents
using the client’s device were recruited to participate in a
one-on-one interview (in-person or via telephone).
Participants’ reactions to several sections of the Patient
Manual were explored to determine their understanding of the
information and the patient’s reaction (understanding of the
seriousness of the issue, level of fear, etc.). |
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Impact: |
The
Patient Manual was redesigned and modified based on the findings
of these interviews. |
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©2002
Arundel Street Consulting, Inc.
tom@arundelstreet.com
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