Improving patient experience of cancer care through design thinking
Client: Leaders in Oncology Care (LOC)
Leaders in Oncology Care (LOC) is specialist cancer treatment centre which has devoted over 10 years to delivering innovative cancer treatments and exceptional patient care. The organisation has continually expanded their outpatient facilities and services to meet the growing needs of their patients, consultants and ever evolving cancer treatment options. With this in mind, they wanted to ensure that they continue to efficiently deliver high quality treatment and services to more patients.
What was needed:
A deep understanding of patient experience, to identify key issue areas and opportunities for improvements.
What we did:
- We immersed ourselves within the organisation, shadowing patients receiving treatment and observing staff carrying out their day to day roles
- We produced detailed maps of treatment flows to better understand patient experiences
- We brought together different teams from the LOC to tackle three key areas; reception, treatment bookings and pharmacy
- We worked closely with the staff teams to prototype and test potential improvements to services before implementing
Using a rapid design, test, iterate and implement approach we enabled the organisation to speed up the change process. This meant more resources were available to deliver better patient experiences and improve efficiency.
Work is currently underway to introduce new IT solutions to streamline treatment booking; implement more efficient drug delivery procedures on two key drugs to free up staff time and resource; and to improve internal communication systems.
The Uscreates team carried out an extremely thorough review of the processes within our establishment, engaging well with both patients and staff. Following a series of extensive interviews and research across all areas of the clinic, they very quickly developed a great understanding of LOC, connecting well with our people and driving new initiatives forward, providing a positive impact on the overall patient experience