Provide the Best Medical Service
Before Patient's Diagnosis
Types of Industry: Healthcare Industry
The Client: National Health Service (NHS)
The Designer: Huiyu Chang
The Project Aim: To explore an “in-between” service improving patients medical experience.
From the 2019 British Social Attitudes survey, 57% of UK
residents responded negatively to GP and hospital appointment waiting times. Since 2016, NHS failed to meet the 18-week referral-to-treatment standard for planned care. As a result, over 1500 people remained for the Appointment for more than a year, and the patients experienced frustration.
However, the current NHS system faces staffing shortages and pressure in funding. For these reasons, there are
difficulties to shorten the waiting time. Hence, this project aimed to discover an excellent in-between service that could improve the patient experience while waiting for the diagnosis.
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The solution is an add-on function in the current NHS app, including the medical timeline and sharing system that enable the UK residents over 18s to take control of the medical procedure and receive extra support through the app so that they could feel confident using NHS service. In addition, the design optimized the appointment and messages function to make the new version more usable and accessible.