Contribution of Human factors in the design of a patient scheduling system for the pediatric emergency department. ; Apport des facteurs humains dans la conception d'un système d'ordonnancement des patients aux urgences pédiatriques

International audience ; This paper presents how, in compliance with the standard ISO 9241-210:2010, Human Factors activities were implemented in the design of a patient scheduling system in order to decrease the overcrowding in a pediatric emergency department. More specifically, an original method to assess an algorithm with end-users is described. First, a work system analysis was performed through observations and interviews of physicians and nurses from the pediatric emergency department from a French 2965-bed academic hospital. Then, the work system was modeled with a focus on how the patients are arranged and on which criteria the arrangement is based. Those results allowed developing a patients arrangement algorithm along with recommendations to develop a patient scheduling system automatically fed by the existing electronic patient record system. A mock-up of the patient scheduling system has been developed in order to test upstream in the design process the proposed algorithm and a set of icons with healthcare professionals through user testing. Overall, results showed the end-users validated the patients arrangement algorithm and most of the icons. Next steps will be to develop and to implement the patient scheduling system in the pediatric emergency department in order to assess its impact. ; Cet article présente l'intégration des aspects facteurs humains et ergonomie, conformément à la norme ISO 9241-210 :2010, dans la conception d'un système d'ordonnancement des patients pour les urgences pédiatriques. L'originalité de ce papier réside dans l'adoption de méthodes classiques d'évaluation de produits impliquant les utilisateurs pour l'évaluation d'un algorithme de tri. Une analyse de l'activité, sous forme d'observations et d'entretiens, a été menée dans le service. Ces résultats ont permis de modéliser la gestion du flux patient, d'identifier les indicateurs pertinents et de formuler des recommandations pour la conception du système d'ordonnancement des patients. Ce système prévoit d'être ...