Diagnose the Current Experience
We mapped the current patient journey and service model to identify pain points, gaps, and opportunities across the experience.
The Challenge
A healthcare institution identified an opportunity to create a more differentiated, patient-centered service model while improving coordination and response times across the care journey particularly for uro-oncology patients.
The Outcome
A differentiated service model and a fully designed uro-oncology Fast Track, ready for implementation with a clear journey, back-office coordination, integration between the clinical journey and the experiece, and improved patient touchpoints. This initiative impacted the Institution beyond uro-oncology. The new experience pushed the organization to be more data-driven, patient oriented and intentional on all other services provided by the clinic. The transformation is in progress involving all areas: Doctors, nurses, assistants, general management and marketing.
- 12
Automated KPIs to measure the experience
- 90%
Increase in patient tracking across all clinic services
- 4
Dimensions integrated with the patient at the center
How We Made It Tangible
Co-create the Future Model
We brought together clinical, operational, and commercial perspectives to redefine a differentiated experience integrating the care model from the patient perspective.
Designing the touchpoints
Translated the future service model into tangible touchpoints and a fast-track process, delivering templates, tools, and recommendations for implementation.