Developing a range of solutions to tackle Mediclinic Parkview's challenge of 'No Show' patients.
Design4health was a design bootcamp conducted by the MBRU University in collaboration with DIDI and AUS. The bootcamp brought together students from multiple disciplines to came together to co-design innovative solutions to address regional healthcare challenges.
Our team had the opportunity to collaborate with Mediclinic Parkview and they challenged us to tackle the problem of ‘No Show’ patients and propose immediate as well long term strategies to bring them down to 10%.
The design4health bootcamp was designed to be an opportunity to inculcate design thinking to students from different fields and give the design students an opportunity to work in multi-disciplinary teams, almost simulating a cliental experience.
As part of the sessions we were introduced to multiple design thinking methodologies like persona building, User journey maps, rapid brainstorming etc. These were wonderful opportunities to see how students from the medical and engineering concentrations think and at the same time was a self analysis of what designer's could bring to the table.
The bootcamp gave us the chance to also interact with the staff and professionals at Mediclinic Parkview, which gave us a lot of insight to implement back into the project.
After our research phase and having numerous conversations with patients and family members, we realized that one of the main reasons for patients to not show up for appointments or inform the hospital was, they had an assumption that the hospital would transfer the appointment to next patients waiting.
Surprisingly this wasn't the case at the hospital, due to various logistical reasons and patients not informing the hospital prior, the hospital is unable to reschedule the current appointment and inform the next patient to be earlier if possible. This showed a clear lack of responsibility amongst patients since they are unable to realize what a simple action of informing the hospital could mean.
These advertisement campaigns were a means of inculcating a sense of responsibility amongst patients and showing that a simple action of indicating the hospital through various methods put in place can go a long way. The campaign planned to use hoardings and Wifi advertisements to share the message, in addition to this, messaging on packaging and other merchandise was a convenient means of getting the point across.
VITAL is an exclusive Mediclinic app that allows patients to plan their visit to the hospital at their comfort and gives them access to a wide range of features.
Patients can choose their doctor, book an appointment with them and reschedule it with the touch of a button. It also allows them to access their medical records, get diet charts, and avail the Vital rewards program that offers various discounts and amenities as a means to incentivize patient's collaboration.
Developing a range of immediate and long terms solutions to tackle Mediclinic Parkview's challenge of 'No Show' patients.
Developed in collaboration with