Patient Experience Improvement

Intent/Goal

My Intent of this case study is to find the opportunities for improvement in Adyar Cancer Institute’s overall treatment experience and to ideate a pragmatic solution through digitalization which will benefit both the Hospital Management and Patients through increased patient self-service.

Research

I did an ethnographic study in Adyar Cancer Institute to understand the key audience of the system, processes that is being followed for consultation, treatment and administration, Critical pain points faced by specific audience segments. The outcomes of my observations are listed below.

There are many opportunity for improvement. But, I would like to focus on

How can I inform patients on their expected waiting time and how can I reduce it?

Deeper research

Frustrations from patients:

Based on my conversation with patients, I derived a persona to tell a story of their day in consultation.

Frustrations from Office Staffs:

 

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