In today’s healthcare arena, delivering world-class care isn’t enough. Success is also measured by the quality of the patient experience. A client of ours sought to create more valuable experiences that inspire patients to select and return to the Hematology Oncology BMT Center time and time again. Based on industry trends, this client expected to discover that pushing patient labs out into the suburbs would deliver much-desired convenience for their patients. Through our design process, we found the exact opposite to be true. Returning to fundamentals—meaningful conversations with the Center’s patients about their needs—bucked the trends, but added value.
Lens worked with the staff and patients to examine nearly every facet of the experience. As part of Lens Lab, we employed several qualitative and quantitative methods to reinvent the Center’s strategy for providing world-class care, including care team and patient observation, staff and space utilization analysis, surveys, and user experience mapping.
Our process identified several areas that called for improvement, such as long wait times, lack of exam rooms, and overworked team members. Yet our most important discovery was rooted in relationships. While their patients seek convenience, what they really want is more face time with physicians. This critical thread of the Center’s DNA—the fact that the care team had become a vital and trusted part of their patients’ lives—would become the driver behind our recommendations.
The quality of the patient experience must measure up to the quality of care.
Following the outcomes of the Lab, the Center implemented a number of solutions, including new service lines to support patient needs, a decentralized lab to decrease wait times, additional face time with physicians, and collaborative huddle spaces to promote communication across the care team.
These improvements are expected to result in a higher quality of experience for patients and staff including a 45-minute decrease in average wait times and nurses that can happily go home on time.