Improving the virtual clinic experience for both patients and clinicians

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MY ROLE

User Research

Facilitator

COLLABORATOR

Saumya Singhal

DURATION

April - August 2020

THE CHALLENGE

 

What are the strengths and weaknesses of conducting virtual clinic appointments?

How might we enable appropriate triaging, booking, and planning of virtual clinic appointments?

THE OUTCOME

A new triaging and booking flow for the genetic service

 

Evidence-based recommendations to improve patients' and clinicians' experience

WHAT I DID

Given the dramatic situation faced by NHS with Covid-19, I decided to volunteer as a service designer and user researcher for the London North West Healthcare NHS Trust, looking at improving their virtual clinic’s experience for both patients and clinicians. Specifically, I worked with the genetic team, looking at virtual genetic appointments.

I planned and conducted a series of activities including interviews with clinicians and admin staff, 1 workshop with clinicians, a patient survey, diary study and virtual clinics' observations.

Workshop with clinicians

Patient Satisfaction Survey 

Mapping and clustering insights from interviews and observations

OUTCOMES and NEXT STEPS

The activities conducted led to the development of a new triaging flow with recommendation to improve patients’ and clinicians’ experience. The genetic team was positively impressed by the process and the level of insights produced by human-centred approaches. We are now working on a short research paper to share the practice across other teams and departments.