Patient Journey through digital interactions

Hospedia deliver patient experience tools through integrated solutions in the UK & US for clinical staff & patients to improve communication, workflows, care standards & reduce length of stay/re-admission rates.  With a focus on constantly innovating and developing new solutions, there was a requirement to ensure that this was reflected in a great digital user experience.

Challenge

• User experience concerns due to static digital usage, challenges around the conversions rates of the TV, Radio applications.
• Contacts into the contact centre were increasing, some were for simple transactions available to do online.

Solution

• Discovery & Diagnosis through a review of the existing experience (through APP, in hospital, reasons for calling ) compared against best in class for other similar applications.
• Design & Delivery - prototypes were designed, tested & iterated with colleagues & patients in the innovation lab.

Outcome

• E2E patient journeys created, pain points & designs for more effective patient pathways and measurements.   Prototypes of the new digital experience wire-framed ready for build (digital team).
• High contact volume interactions redesigned for the different personas, which once live drove a 45% reduction in contacts
• Executive leadership session held to agree the new ways of working - persona and user led with clearer outcome.
• Training with the solution and digital team on changes in the patient journey for ongoing development.

“Thank you for the quality of service provided. We sincerely appreciate your efficient, gracious customer service, the level of detail & accountability you have demonstrated on each of the projects worked upon & the way you conduct business as a whole, especially given the many last minute changes” Chris Morgan, COO, Hospedia