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.

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Workshop with clinicians

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Patient Satisfaction Survey 

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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.