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.
Time: 2021
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.
The Feature
Timeline
Goal
Allow patients to control their medical procedure through the online system through step-by-step information.
Action
Create a patient medical timeline with a step tracker. For any delay, it should show the reason and other support.
Information Sharing
Goal
People who have care and support needs could ask for assistance.
Action
A Medical share permission page that patients could set up and share with family, friends or other professionals for support.
Symptom Checker
Goal
Enable users to get an immediate self-check and initial treatment.
Action
Provide symptom check through several questions about patient conditions and gives possible causes and information of the disease.
Appointments
Goal
Allow patients to book online appointments efficiently and know their doctor better before the meeting.
Action
Simplify the booking steps and provide an extra page introducing the doctor and tips for the appointment.
