CASE STUDY
Transforming the Experience of Patients and Healthcare Professionals
Areas
Investigación de usuario. Design research. User personas. Touchpoint analysis. Experience design. Metodologías ágiles. Análisis cuantitativo y cualitativo
Hospital Clínic is an internationally renowned university hospital in care, teaching, and research. Faced with the growing demand for reliable and rigorous health information and the distrust generated by the dispersion of online sources, we accompanied them in creating a digital platform to facilitate care services and empower patients in making health decisions.
We worked in direct and continuous collaboration with Hospital Clínic to immerse ourselves in their reality and understand the vision of their patients, incorporating an Agile methodology to deliver value continuously and meet the set deadline.
We faced different challenges: achieving notoriety and authority through quality information offered by a prestigious entity; creating a suitable, accessible, and usable platform for any user; simplifying information previously reserved for the academic field, positioning the institution as an international benchmark in excellence and prestige.
The website clinicbarcelona.org received the Avedis Donabedian award for quality as the best website of a healthcare or social institution in 2019.
We worked to create a health and prevention tool useful for the user, aimed at offering the best customer experience to medical professionals, patients, and families. To achieve this, we focused on the patient, their needs, testing the platform with real users, collecting qualitative feedback that allowed us to improve initially proposed functionalities and content.
PortalCLÍNIC received the award for Best Communicative Action granted by the Col·legi de Periodistes de Catalunya in October 2018.
The result is a digital platform for care service and information on health, diseases, tests, procedures, and prevention, featuring content created by over 200 medical and nursing professionals from Clínic and with the collaboration of more than 62 patients sharing their experiences, suitable for any user and meeting the AA accessibility compliance criteria.
“Para nosotros es muy importante crear interacción con los pacientes y la sociedad en general. El paciente informado reduce la incertidumbre, minimiza los efectos psicológicos de sus patologías, incorpora hábitos saludables y cumple mejor los tratamientos, lo que repercute en mejores resultados de salud. Nuestra obligación es ayudarles a gestionar sus preocupaciones con información fiable Dr. Josep M. Campistol, Director General Hospital Clínic”
A year after its launch, the platform has grown from about 195,000 visits in its first month to surpassing one and a half million in February 2019. During this time, it has expanded to include 90 contents and 300 videos.
“El llegar a conectar los pacientes y a los profesionales en el momento en el que realmente es necesario es uno de los retos más apasionantes que hay. Germán Rodríguez, Dirección de Estrategia y Planificación del Hospital Clínic”
About the digital transformation project of Hospital Clínic, you can read the interview with Germán Rodríguez, Project Manager in the Strategy and Planning Management area of Hospital Clínic.
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