HEALTHCARE
Patient Experience Strategy
National Health Service · 2026 · Lead Service Designer
The primary engagement aimed to transform the patient intake process into a seamless digital-first experience. Focused on administrative efficiency and patient anxiety reduction, the goal set a target of 40% reduction in physical paperwork across all clinical departments.
Goal
Through 15 ethnographic clinic observations and 20 stakeholder deep-dives, we identified critical friction points where patient information was often lost or duplicated between front-desk operations and back-end clinical systems.
Research
Frameworks
Service blueprints were developed to visualize the patient's end-to-end journey, highlighting the complex interdependencies between external insurance providers, hospital staff, and the existing digital portal. These maps served as the alignment tool for cross-departmental workshops.
The research synthesis led to a pivotal strategic shift: the 'waiting room' was redefined as a consultative space rather than a queuing area, changing how clinicians interact with pre-op patients.
Empowering front-line staff with real-time patient status updates reduces repetitive enquiries by 30% and significantly lowers stress for both staff and visitors.
Insights
The digital onboarding portal must prioritize accessibility over feature density to serve the diverse patient demographic effectively.
Following a successful pilot across four clinics, the service was adopted hospital-wide, leading to measurable improvements in patient satisfaction and significant operational cost savings.
42%
Wait time reduction
+25
Patient NPS growth
35%
Efficiency gain
Impact
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