Digital Patient Experience
Connected touchpoints from booking to follow-up, designed around how patients actually behave.
The business problem
Patients meet a hospital through many disconnected moments: a website, a call centre, a waiting room, a discharge letter. Each one tends to be designed in isolation.
Our approach
A patient journey review, followed by a prioritised set of digital improvements connected to the systems that hold the underlying information.
Why it matters, in published figures
of US individuals had more than one patient portal in 2024, a fragmented experience one connected record can solve
Source: ASTP data brief 77, 2024of US portal users logged in six or more times in 2024, more than double the 15% of 2019
Source: ASTP data brief 77, 2024median wait for a video clinic visit against 20 minutes face to face, in a hospital study in Taiwan
Source: Journal of Medical Internet ResearchKey capabilities
- Patient journey mapping
- Booking and reminders
- Digital check-in
- Portal experience
- Feedback capture
- Accessibility review
How it runs, step by step
The real design follows from your environment.
- A more coherent patient experience
- Fewer missed appointments as an aim
- Clearer communication
Try it: Patient Health Record
A patient's own health record, for appointments, prescriptions, results, documents and care plans, as a mobile app and as a web portal. Use it for yourself, or
Estimate it for your organisation
Time spent on handling bookings and check-in by phone and on paper. Set your own numbers and your estimate updates instantly.
Based on 230 working days and 1,720 hours a year. An estimate from your inputs, not a guaranteed result.
Review this with our teamHow we would engage
We spend time with the people who do the work, as well as those who sponsor it. The output is a shared statement of what must change and why.
What you receive
- Shared problem statement
- Success measures agreed
- Stakeholder map
Who is involved
Sponsors and business leads
Stage 1 of 7
Discuss Digital Patient Experience With Us.
Share a little about your organisation and what you hope to change, and we will arrange a conversation.