Back and neck pain are complex conditions. Once they become chronic the pain can be managed, but rarely cured. Pschological and social factors are more powerful predictors of outcomes than imaging findings. The wide variation in referrals and treatments of these patients can result in fragmented, low value care and a sub optimal patient experience. 

Service designers supported the Department of Orthopedics in developing a de novo non-operative spine service. Working with physiatrists, physical therapists, pain management specialists and primary care physicians, the designers created a service blueprint to show what the new service would look like. The Clinical Innovation Center team drove the development of the new workflow and operational changes along with onboarding staff to fully implement the service at two clinic locations.