CASE STUDY
El meu Clínic: a step further in improving the patient experience
Areas
User personas. Touchpoint analysis. Experience design. Design research. Testing de conceptos. Orientación a outcomes e impacto. Dual Track Agile
Hospital Clínic is a leading institution in the health sector that serves more than half a million people. We started from the premise that it was necessary to optimize the touchpoints between the patient and the hospital. Therefore, we conceptualized and developed a people-centered digital product (patients and professionals) that is iterative and scalable, designed to improve healthcare service and the patient experience.
The Hospital Clínic of Barcelona, with over 100 years of history, is a national and international reference institution in research, care, and teaching, with nearly 5,000 employees and covering almost all medical specialties.
In its goal to achieve excellence, it aims to empower its patients by actively involving them in the management of their health. For this reason, in the process of creating theHospital Clínic digital platform, the importance of creating a tool that allows direct communication with the institution and its professionals and grants autonomy in managing appointments was identified.
The challenge? To create a usable, intuitive, open, and scalable digital product capable of meeting the needs of patients. Hence, El Meu Clínic, the private patient area of Hospital Clínic, was born.
El meu Clínic emerged from an ideation process involving healthcare professionals and patients, and from a patient-centered perspective, the main problems and opportunities that we needed to address in the digital medium were identified.
We could not approach this product as a closed project, but it required an iterative approach that would allow for growth and continuous improvement of its functionalities. How? By ensuring through feedbacks and user tests that each service offered had a solid foundation and made sense for both patients and professionals. Therefore, since its implementation, El meu Clínic has continued to grow with new services and possibilities.
“Apostar por la transformación digital en sanidad pública es garantía de éxito, de valor añadido para los pacientes y de cambio de paradigma. Germán Rodríguez, Project Manager, Dirección de Estrategia y Planificación, Hospital Clínic”
The first service users could access was the consultation of all information related to their appointments at the hospital, including prescriptions and dosages indicated at each visit. This was followed by the ability to manage their appointments, both in-person and virtual, the option to conduct teleconsultations with their doctors, and the processing of patient discharges. All of this has meant a great cultural and organizational transformation within the institution and a perfect synchronization between the on and offline spheres.
Today, we continue to work on developing different functionalities, always testing and analyzing the needs and issues that patients encounter in their relationship with the hospital, with the aim of proposing effective solutions and ensuring the success of each service launched.
“La telemedicina en las instituciones públicas persigue 2 objetivos claros: mejorar la relación y la experiencia de pacientes y familiares haciendo más eficientes los puntos de contacto, y reducir las listas de espera y la asistencia presencial, en muchos casos innecesaria como se está demostrando. César Úbeda, Chief of Experience Officer, Runroom”
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