AT A GLANCE
Too often, patients feel their healthcare experience lacks the care component.
Instead of considering their overall health and wellbeing, providers only have time to respond to symptoms and crises, leaving both patients and providers frustrated. This fragmented approach is not only bad for patients, it’s unhealthy for the bottom line. Our health system is better off when patients are treated like people, when they trust their care providers to look out for their health proactively, not just when they are sick.
By deploying our human-centered design approach, which allowed us to really get to know patients, physicians and other providers, we were able to:
The new model is being piloted in multiple locations. These sites, which are focused on adults with Medicare Advantage coverage, will serve as “sandboxes,” allowing our client to forge a model that can be expanded to all its ambulatory clinics.
Our innovators, analysts and engineers partnered with the client’s executive team, providers and patients to design the physical and service experience, as well as provide a thorough technology review. By assessing where the company was, we were able to offer a roadmap for a technology future that supports its goals and, most importantly, meets the needs of patients.
Our research revealed that deep trust is the most important part of the foundation on which to build a healthcare experience. There are three key components that must be included in the care experience to construct a trusting relationship between provider and patient:
Building an Accessible, Seamless, Personal Experience
Patients crave real relationships with their providers—and vice versa. Physicians and nurses want to feel like their role is more than triage and rushed checkups. By reimagining the care experience based on relationships, our client will be able to set the standard for genuinely personalized care that is efficiently delivered by powerful technologies that feel invisible, while encouraging collaboration. We partnered to challenge the expected and deliver the extraordinary by evolving our client’s model toward health and care through the building out of the following elements:
Improving Health & Care