Reimagining the Referral to Wellness Services for Youth with Chronic Conditions as a Conversation: A Human-Centered Approach

Background/Objectives: Despite the growing popularity of the topic of wellness in society, children with chronic illnesses are rarely introduced to the concept. Wellness may be an unexpected and complex topic for a medical visit, especially for those living with chronic medical conditions. Our goal is to intentionally design an individualized referral process to wellness services for children with chronic illnesses. Methods: Human-Centered Design (HCD) methods were utilized to understand patient, caregiver and provider needs and challenges when making wellness service referrals. Stakeholders participated in workshops and interviews, which informed the design of a referral prototype. The referral prototype was evaluated through simulations and was pilot-tested in a new Center. Results: Optimal referrals to wellness services are best delivered through conversations that are compassionate, relational, respectful and motivating. We developed operational, contextual and experiential Design Requirements that informed a personalized “Wellness Conversation” to create an experience that was distinct from a medical visit. The conversation follows a four-step framework: trust and rapport building, assessment of current state of wellness, prioritization of wellness areas, and establishment of goals in wellness planning. Conclusions: HCD allowed us to produce a referral prototype with high perceived acceptability, feasibility and fidelity. These findings indicate that approaching referrals to wellness services as a conversation may help create a more positive, supportive, and hope-inspiring experience for children and families.