Page 31 - final process book print.hoda

Chapter Three: Define

Scenario 1

At the SETU Physiotherapy Clinic, Karen is a new patient who comes to the clinic for her appointment. She is very anxious in

the first session because he does not know how the treatment process will be. When Karen enters the clinic, she checks the

appointment and does not find his name on the list. Reception finds her name after checking the list again. After waiting,

Mark, who is a student and treatment provider at the clinic, approaches her and takes her to the examination room. There,
RESEARCH PROJECT
Mark and Susan examine Karen, and Karen thinks to herself why they don't give me an explanation about my problem. After

recording the information, Mark and Susan's lecturer comes and talks to them and checks Karen's information. He tells the

students which exercise is right for Karen. But Karen doesn't know what's going on, she has a lot of questions. So she decides
to ask her question, and the professor patiently explains it to Karen. (Karen thinks to herself why they answer after asking the

question, why they should not explain about my problem in their default way.) After this stage, the students take Karen to the

exercise room and offer her 4 exercises to do at home. After making a second appointment at the clinic reception, Karen goes

home. But because of the weekend and the presence of her sisters as guests, she cannot do the exercises. Monday morning,

Karen decides to do some exercise, but she can't remember exercise #3. Karen thinks to herself how can I call the clinic and
ask my question?

Findings: Positive Points Negative Points

Friendly behavior with patience Not knowing the treatment structure

Not having anything to quickly identify at
reception
Confusion of the user in the process of
visiting the clinic

Not getting information about the problem
from the treatment provider

Forgetting exercises at home

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