Client
Santeon, Zorg bij jou
Challenge
Mapping the current self-monitoring experience and defining opportunities to improve and (re)design the self-monitoring care paths and ultimately the healthcare system
Impact
In-depth insight into the patient and care professionals' experience and 8 concrete opportunity areas for service improvement to ultimately provide hybrid care in a high-quality, affordable and accessible way
Future-proofing healthcare through human-centered digitalisation
Santeon, an association of 7 top clinical hospitals, started Zorg bij jou to realise digital care services and hybrid care paths. To make healthcare future-proof, Zorg bij jou strives for accessibility, affordability, and quality of care in healthcare solutions.
While setting up a self-monitoring service for, amongst others, heart failure, COPD and diabetes patients to support their self-management, their goal is to reduce the pressure on the healthcare system and ultimately improve the quality of care provided.
We bundled forces to walk in the patient’s shoes and relive their self-care monitoring experiences to support shaping a better healthcare future. This way, designing a successful service that integrates the patient’s broader context and meets the needs of both patients and healthcare professionals.
Through a patient-centric approach, we created an elaborate patient journey, identified eight opportunity areas to improve in the future, and fostered a customer-centric mindset and way of working within the organisation.
The insights we gained in this project are for all our development teams the basis for all our design and development work. It helps us deliver value to patients and healthcare professionals.
A holistic and co-creative approach to digital healthcare
In collaboration with Zorg bij jou, Santeon and VGZ, we conducted in-depth qualitative and quantitative research into the experiences around self-monitoring and digital care of/around chronic conditions with 17 patients, 4 relatives and 9 healthcare professionals. The result was close to 5000 insights that were later through co-creation transformed into a multi-stakeholder journey map. Quantifying this input allowed us to prioritise the most important needs to steer future decision-making regarding further roll-out and (re)design of the self-monitoring service.
A crucial finding we uncovered is how such healthcare services are a basic and essential need that should be accessible and inclusive for all. Aspects, like cultural and geographic context, and the flexibility and trust it brings to the patients, should be at the heart of the development process of more human healthcare systems.
In-depth interviews with patients, relatives and healthcare professionals
Self-monitoring patient journey based on qualitative and quantitative research
Co-creation session with Zorg bij Jou, VGZ and Koos to analyse the insights
Moving towards seamless, inclusive and personalised care paths
The next stages involve using the patient journey and opportunity areas as a framework to improve the self-monitoring healthcare service by prototyping and testing for further scale-up and successful implementation of hybrid care paths.
The healthcare industry is shifting towards more human-centered and preventative approaches to balance affordability, care quality and accessibility in health solutions.
We believe leveraging digital transformation with our unique collaborative multi-stakeholder approach can unlock value in our currently overwhelmed healthcare systems. By designing ecosystems that empower patients, healthcare workers and providers we aim to enable seamless interactions between local, national and global organisations. Ultimately, it is about more than numbers; it is about improving quality of life, living alongside loved ones and delivering the right care when necessary.
